North America Repair Operations Senior Manager

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

Global Repair Organization, North America Repair Operations

Job Description

The North America Repair Operations Senior Manager is responsible for the strategic and operational oversight of all Land Mobile Radio (LMR) and Video repair, and service activities across the North American region. This role involves managing a substantial operating budget, directing a geographically diverse team and supplier network, ensuring the achievement of critical repair performance indicators (KPIs), and leading major strategic initiatives. The manager serves as a key escalation point for complex customer issues, policy clarification, and capacity planning.

Organizational Scope

Customers Supported: Over 3,600 customer accounts.

Annual Volume: Approximately 185,000 repairs annually.

Labor Management: Direct management of 80 labor staff and oversight of approximately 150 indirect labor staff through outsourced suppliers.

Direct Reports: 3 Managers and 3 Individual Contributors

Key Responsibilities

1. Strategic & Operational Leadership

Define and manage all key performance indicators (KPIs) for the North America Repair organization, including On Time Delivery (OTD), Backlog, Delinquent Backlog, Turn Around Time (TAT), and Bounce Rate.

Manage repair capacity across all facilities, responding to customer escalations for high-volume needs and addressing constraints related to site capacity and technical training requirements.

Oversee supply chain and materials, including managing inventory levels for repair parts and coordinating orders to maintain operational continuity.

Drive continuous improvement activities to optimize repair processes and site efficiency.

2. Financial and Supplier Management

Manage and submit large-scale Purchase Requisitions (PRs) for the outsourced supplier network, covering quarterly service costs, labor, and overhead for sites supporting the North America repair operation.

Oversee supplier performance and address deviations from operational agreements, such as unauthorized "stop receipt" processes.

Hold suppliers accountable for maintaining and repairing consigned test equipment.

Drive suppliers to invest in inventory to improve KPI performance.

3. Project and Transition Management

Serve as the lead planner for New Product Introduction projects and associated business initiatives.

Direct and collaborate with cross-functional teams on the technical exchange, alignment on qualification criteria for repair processes, and the commissioning/decommissioning of testing equipment.

4. Customer Support and Policy Escalation

Manage and resolve escalations from Customer Support Managers (CSMs) and Account Managers regarding repair data, policy, and entitlements (e.g., warranty, standard turn-around times, and programming policy).

Manage the transition of customer-facing support tasks, to enable better customer experience and streamline support.

Target Base Salary Range: $112,300 - $186,300

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 in engineering, supply chain, finance or related fields.

Minimum of 10 years of relevant experience

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No

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!

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.