Senior Field Service 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 help people be their best in the moments that matter. We help firefighters see around buildings and police officers see around street corners. Our work is very meaningful, impactful, and cutting edge and we invite you to explore it.

Motorola Solutions is a world leader in the field of professional mobile communications systems with an impressive heritage of technological innovations and a global base of installed systems. The group's main business is the implementation of mission critical digital mobile communication systems for Government & Public Safety Communications customers.

Motorola Solutions’ Managed & Support Services (M&SS) organization is responsible for all aspects of sustainment of Government First Responder mission-critical communications infrastructures and devices, including land mobile radio, E911, computer aided dispatch, and command center voice, video, and data technologies.

Job Description

The Senior Field Services Manager is responsible for leading Motorola Solutions Field Service Organization for the Mid Atlantic states: Maryland, Washington D.C., and Virginia. The organization consists of ~50 Field Service Technicians, Installers, Service Administrators, and Service Managers, located in three service locations in Maryland and Virginia. These professionals provide all local technical support, 24x7 response and restoration, installation services, and above-contract maintenance work for named government, commercial, and enterprise customers in the region.

Success in this leadership role is measured in terms of customer satisfaction, timely delivery of contractual obligations, and efficient management of technical personnel.

Key attributes of this role include the ability to lead in a matrix organization, leverage resources within their own teams and key work partners across Motorola Solutions, the ability to collaborate extensively across the organization, the ability to lead change by driving desired behaviors, and the ability to manage customer engagements, especially under crisis or outage situations.

Scope of Responsibilities

• Oversee all day to day operations in the delivery of customer obligations, to meet customer satisfaction and financial goals.

• Develop a culture of exemplary customer service and responsiveness, to ensure that Motorola Solutions is quickly and professionally addressing customer concerns and needs. This can-do attitude will ensure high customer satisfaction and repeat business.

• Hire, mentor, and foster the development of technical personnel. This includes setting and executing training/qualifications objectives for service managers, technicians, installers and project managers.

• Develop staffing plans to ensure effective personnel assignments to fulfill planned work as well as response to critical, time-sensitive situations.

• Support scoping, costing, and pricing of new engagements.

• Financial management of the assigned business portfolio, adherence to the Service budget, and providing assistance with financial forecasting and investment planning.

• Collaborate and partner with the Sales and Service business team throughout customer engagement, to ensure quality customer engagement and facilitate growth in the business.

• Consistently look for performance improvement opportunities.

Skills/Traits

• 5+ years of experience in a services business, displaying an understanding of the principles of service operations and customer support
• Demonstrated mindset to work with a sense of urgency, to quickly respond and resolve customer outages or other time-sensitive service situations
• Able to solve complex problems and situations
• Tenacious work attitude
• Must be self-motivated and able to work without supervision
• Proven track record managing a large technical team

• Generally conversant in P25, E911, and associated networking systems

• Financial acumen and understanding of P&L (profit & loss) elements and principles

Location

• Candidate must be located in the National Capital Region encompassing Maryland, Washington D.C., and/or Northern Virginia.
• Ability to travel throughout the Mid-Atlantic region

The base salary range for this position in Maryland is $100,000 - $125,000.

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

• Bachelors degree OR 3+ years of experience in one of the following: LMR, RF Systems, Radio Communications, Radio Frequency, Motorola equipment, Wired/Wireless Communication Systems, IT Systems, Telecommunications, Public Safety, Engineering, Networking Equipment, IP Networking, Solutions Architecture, ASTRO 25, P25, WAVE VoIP, Military experience, direct report management or project team management.

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

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 meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email ohr@motorolasolutions.com.

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