Manager, Professional Services and Field Services (West Region, T6, T7, or T8)

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

The manager for Professional Services and Field Services reports into the Video and Software Services Organization. The manager, is responsible for all onsite services, remote admin services, and the delivery of professional services within their territory of responsibility. This position is open in the West Region to support either T6, T7 or T8.

Job Description

• 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 onsite admins to ensure customer satisfaction and adherence to CMSO standards and resolving issues within a defined timeframe

• Holds each tech accountable for ticket ownership, own and drive 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.

• Knowledge of and/or basic skills in: Microsoft Windows Azure, Unix, Linux Server, and Desktop Operating Systems (Active Directory)

• Strong communication and interpersonal skills to lead and mentor

• Excellent problem solving, leadership, and customer service skills

• Analytical, efficient, and thorough approach to leading and resolving complex customer issues

• Ability to remain calm and courteous under pressure and navigate tense situations.

• Willing to travel 20% of the year

Basic Requirements

• Associates Degree OR Bachelors Degree with 1-2 years of formal technical courses in a PC-related field

• 2+ years of experience in customer service

• 2+ years experience with the PremierOne Product(s)

• ​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

Travel Requirements

25-50%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite me