Regional Services Manager - Seattle/Portland

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

It’s not just about having the right technology, it’s about achieving peak performance. Motorola Solutions has served as a trusted partner to government agencies and enterprises worldwide for more than 95 years. Our years of leadership, innovation and experience managing and supporting hundreds of networks in more than 100 countries help answer the challenges of mission critical operations – ensure continuity, enhance productivity and reduce risk – helping achieve peak performance. When every second counts and performance reliability is a must – we are ready and able to serve today, tomorrow and into the future.

Motorola Solutions' Managed & Support Services (M&SS) organization is responsible for the comprehensive management and support of State and Local Government First Responder mission-critical communications infrastructures and associated devices. This includes a wide range of technologies such as Land Mobile Radio, E911, Computer Aided Dispatch, and Command Center voice, video, and data technologies.

Our team is dedicated to ensuring the continuous operation and optimal performance of these vital technologies. This involves various tasks such as network and security monitoring, product maintenance and repair, prompt response to field outages, preventative maintenance, and technology upgrade subscriptions. To deliver these services effectively, we have established a well-rounded ecosystem of roles within our organization. This includes the Regional Services Manager (RSM), Customer Support Managers (CSM), System Managers, Field Service Delivery Specialists, and Field Service Technicians.

We are seeking qualified professionals who are passionate about supporting the critical communications needs of First Responders and are committed to delivering exceptional service. Join our team and contribute to the seamless operation of essential technologies that play a vital role in public safety.

Job Description

The Regional Service Manager (RSM) plays a vital role in the Managed & Support Services (M&SS) organization at Motorola Solutions. Covering Washingtoton, Northern California, Idaho, and Montana the RSM takes charge of all aspects of our business within their designated territory. Residence in the Portland or Seattle area is preferred, but candidates may live anywhere within the territory.

In this position, the RSM is responsible for overseeing customer support contracts, managing installation activities, handling repair depot agreements, coordinating system upgrades, and ensuring above-contract maintenance work is executed flawlessly. They are an integral part of our matrixed organization, leveraging resources within their teams and collaborating extensively with key partners across Motorola Solutions.

As a successful RSM, you will demonstrate exceptional leadership skills, strategic thinking, and the ability to foster change. You will drive desired behaviors, manage customer engagements, especially during crisis or outage situations, and uphold our commitment to customer satisfaction. Your performance will be measured by customer satisfaction levels, revenue growth, and the gross margin performance of the contract base.

If you are motivated by the opportunity to make a difference, lead a team, and contribute to the growth of our business in both existing and new market areas, this role offers an exciting challenge and a chance to excel in the field of mission-critical communications infrastructure.

Scope of Responsibilities:

• The Regional Service Manager (RSM) leads a team consisting of Customer Support Managers, System Managers, and Field Service Technician Managers, responsible for hiring, mentoring, performance management, and rewards planning.

• Provides strategic guidance and oversees day-to-day operations to ensure the delivery of customer obligations, meeting both customer satisfaction and financial goals.

• Manages the financial aspects of the assigned business portfolio, including revenue forecasting, cost management, containment,