Video & Software Services Onsite Support Manager

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department Overview

At Motorola Solutions, we believe that everything starts with safety. It’s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work, and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we’re ushering in a new era in public safety and security. Bring your passion, potential, and talents to a career that matters.


Department Overview
Video & Software Services (VSS) Field Operations Organization is a group that delivers software solutions to the public safety sector. Our group is committed to providing the technology, knowledge, and tools that will allow our customers to focus on their mission critical goals and responsibilities. We provide support for ground breaking products and solutions that enable public safety entities to respond more quickly and safely to emergent situations. Field Operations support products such as NG9-1-1 Call Handling and Routing, Computer Aided Dispatch, Records Management Systems, Jail Management Systems, and Mobile Data Computing, among other offerings. Field Operations is a fast-paced environment that seeks motivated and professional individuals willing to work towards our goals as an organization.

Job Description

Primary Responsibilities of the Video & Software Services (VSS) Onsite Support Manager

• Supervise, lead, and motivate, including career pathing and HR duties
• Set and hold team members accountable to goals and milestones, including identifying opportunities to delight the customer
• Coaches and motivates techs to ensure customer satisfaction and adherence to VSS standards and, resolve issues within a defined timeframe
• Holds each tech accountable for total ticket ownership, Change Management and Customer Requests.
• Ensures each tech owns, and drives each ticket assigned, utilizing technical skills and fostering both customer and internal relationships to drive issue to resolution
• Provide ongoing support through regular 1:1 meetings by monitoring progress, providing training as needed, and ensuring expectations are met and exceeded
• Ensure employees know how to respond to what is being asked, maintain a “how can I help?” attitude, and represent Motorola in a professional manner

Minimum Requirements:

• Strong communication and interpersonal skills to lead and mentor
• Excellent problem-solving, leadership, and customer service skills
• An analytical, efficient, and thorough approach to leading and resolving complex customer issues
• Ability to remain calm and courteous under pressure and navigate tense situations
• Familiarity with Windows and Linux operating systems, ServiceNow, basic networking, and related hardware
• Excellent verbal and written communication skills
• Willing to travel 20% of the year

Preferred Experience, Education, and/or Training: 

• Bachelor’s Degree in Computer Science or equivalent industry experience
• 6 months experience with the Flex Product(s)
• Knowledge of and/or basic skills in: Microsoft Windows Azure, Unix, Linux Server, and Desktop Operating Systems (Active Directory)
• ​This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers

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Basic Requirements

• Bachelor’s Degree in Computer Science or equivalent industry experience
• 3+ years of managing a support team
• Legal authorization to work in the U.S. indefi