Premier Services Technical Manager

Company Overview

At Motorola Solutions we believe that everything starts with our people. Were a global close-knit community united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people property and places. Our solutions foster the collaboration thats critical for safer communities safer schools safer hospitals safer businesses and ultimately safer nations. Connect with a career that matters and help us build a safer future.

Department Overview

At Motorola Solutions we are Solving for safer. Our Premier Support Services team is at the heart of keeping critical communication video security and command center technologies running seamlessly for public safety and enterprise customers. We connect clients with top-tier technical expertise driving proactive service swift incident response and long-term customer success.

Job Description

We are seeking an inclusive results-driven technical leader to own and scale our Premier Support Services program in Allen this role you will mentor a high-performing support team serve as an executive escalation point and cultivate strong internal and client relationships. You will lead strategic initiatives optimize support processes and champion customer success across our technical ecosystem. We value candidates who bring a people-first approach to leadership and a dedication to operational excellence. Bachelors degree or equivalent practical experience is welcomed.

Key Responsibilities:

Program & Operational Leadership

• Oversee the overall success strategic growth and standardization of Premier Support processes to scale operations effectively.
• Track manage and analyze KPIs and performance against committed SLAs implementing corrective action to achieve operational targets.
• Coordinate incident resolution and root cause analysis during critical outages while maintaining availability for after-hours escalation management.

Team Mentorship & Technical Guidance

• Manage grow and mentor a dedicated Premier Support team building core capabilities and technical knowledge.
• Own the onboarding ongoing training and technical performance management of support professionals.
• Champion strategic initiatives that empower team performance and continuous improvement.

Client Engagement & Cross-Functional Collaboration

• Manage executive-level client relationships with a primary focus on deep engagement and trust with customer management.
• Serve as a primary escalation point for key customer accounts to ensure rapid resolution of complex issues.
• Partner cross-functionally with sales engineering product management and operational teams to help to deliver a seamless customer experience.

Job Requirements:

Technical Expertise

• Escalation Management to effectively coordinate critical outage responses technical root cause analysis and multi-team resolutions.
• SLA & KPI Performance Tracking to monitor operational health and implement data-driven improvements.
• Process Standardization to build consistent scalable customer support workflows.
• English Communication to articulate technical issues clearly to executive stakeholders both verbally and in writing.

Professional Experience

• Leadership & Team Mentorship to develop team skills maintain engagement and manage performance.
• Executive Relationship Management to build strategic alignment with enterprise clients and internal partners.
• Cross-Functional Collaboration to align service operations with product sales and engineering teams.

Preferred Qualifications

• 8 years of experience in software engineering professional services or customer support.
• Extensive leadership experience within a technical context or technology company.
• Proven track record of developing service plans in collaboration with senior leadership.

This position is subject to working in high security areas governed by the US Department of Justices Criminal Justice Information Services (CJIS) Security Policy and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers

Target Base Salary Range:$105000-$110000

Consistent with Motorola Solutions values and applicable law we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge skills and experience. The actual offer will be based on the individual candidate.

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Basic Requirements

• Bachelors degree
• 4 years experience in one of the following: software engineering professional services or customer support and experience managing a support team
• Must be able to obtain background clearance as required by government customer

Travel Requirements

10-25%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our :

• Incentive Bonus Plans

• Medical Dental Visionbenefits

• 401K with Company Match

• 10 Paid Holidays

• GenerousPaidTime Off Packages

• Employee Stock Purchase Plan

• PaidParental & 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 youd like to join our team but feel that you dont quite meet all of the preferred skills wed still love to hear why you think youd be a great addition to our team.

Were 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 complete this Reasonable Accommodations Formso we can assist you.

Required Experience:

Manager