Company Overview
At Motorola Solutions, we believe that everything starts with our people. We’re 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 that’s 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, TX. In 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. Bachelor's 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 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
Target Base Salary Range: $105,000-$110,000
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
- Bachelor's 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 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 complete this Reasonable Accommodations Form so we can assist you.