Enterprise Service Manager
Position Overview
BearCom is building a dedicated Enterprise Travel Service Team to support the deployment and commissioning of Motorola DMR Critical Communication systems (including LCP and CapMAX platforms) and Public Safety DAS/BDA ERCES systems at enterprise-level customer facilities — including multi-story office buildings, data centers, and shipping and production facilities. The Enterprise Service Manager (ESM) is the senior leadership and Subject Matter Expert (SME) for this travel program, providing strategic and operational oversight across three regional deployment teams.
Key Responsibilities
Team Leadership & Development: Lead, mentor, and develop two Enterprise Field Service Managers – Construction and, through them, three field deployment crews. Establish clear expectations, provide regular coaching and feedback, and build a team culture grounded in safety, quality, and continuous improvement.
Subject Matter Expertise (SME): Serve as the SME for Motorola DMR (CapMAX and LCP), DAS/BDA ERCES Public Safety systems, and LMR infrastructure. Provide technical guidance, resolve escalated field issues, support pre-design reviews, and validate that commissioning work meets OEM specifications and AHJ requirements.
Program Performance & Quality Oversight: Own the overall performance of the Enterprise Travel Service Team — project delivery, SLA attainment, quality scores, safety record, utilization, and customer satisfaction. Drive corrective action when programs fall short and build scalable standards to sustain excellence.
Pre-Site Walk Review & Deployment Readiness: Oversee or conduct pre-site walk reviews to validate site readiness, identify infrastructure risks, and ensure field teams are set up for success before mobilization. Review FSM findings and translate them into actionable deployment plans.
Commissioning, FATP & Documentation Standards: Review and approve Functional Acceptance Test Plans (FATP) for Motorola DMR and ERCES commissioning. Ensure all QA/QC documentation, as-built drawings, commissioning records, and close-out packages meet BearCom standards and customer contractual requirements.
Safety Governance: Enforce and model OSHA, NFPA, IFC, and R-56 safety standards across all travel teams. Conduct safety audits, respond to incidents, and maintain a zero-tolerance culture for unsafe practices in the field.
Customer & Stakeholder Engagement: Serve as the senior customer-facing leader for enterprise-level engagements — managing escalations, communicating program status to stakeholders, and maintaining strong relationships with decision-makers at enterprise accounts.
Regional Scheduling & Resource Coordination: Coordinate regional crew scheduling, resource allocation, and cross-crew coverage across all three teams. Works closely with the COE Project Coordinator and Project Manager for team assignment and utilization. Work with FSMs to prioritize deployments, manage conflicts, and align crew capacity with project pipeline.
Budget, Cost Control & Billing Readiness: Monitor job costs, labor utilization, per diem compliance, and materials tracking across the program. Collaborate with project managers and finance to ensure clean documentation for timely billing and invoicing.
Scope Development & Commercial Support: Develop and maintain SOWs, BOMs, and service scopes for travel-team deployments. Contribute to pricing support, contract development, and pursuit of multi-site enterprise agreements in coordination with Sales and Regional leadership.
Licensing, Permitting & AHJ Coordination: Manage local permitting and AHJ coordination for DAS/BDA ERCES systems, including fire marshal inspections and certificate of occupancy requirements across multiple regional jurisdictions.
Required Skills & Qualifications
8+ years of technical and operational experience in LMR, critical communications, or low-voltage systems, including 3+ years in a management role overseeing field teams or service operations.
Deep subject matter expertise in Motorola DMR systems, including CapMAX and LCP infrastructure — hands-on commissioning and troubleshooting experience required.
Strong background in Public Safety DAS/BDA ERCES systems; familiarity with NFPA 1221, NFPA 72, IFC, and AHJ inspection and permitting processes.
Proven ability to lead multi-layer teams (managers + technicians) across geographically dispersed, travel-intensive field operations.
Experience developing SOWs, BOMs, and service scopes; ability to support pricing and contribute to enterprise contract development.
Demonstrated commitment to safety leadership; OSHA 30 Construction certification required.
Low Voltage Contractor License, R-56 Installer certification, and/or Motorola MOTOTRBO certification preferred.
Strong understanding of building codes, fire codes (NFPA 72, NFPA 1221, IFC), and low-voltage permitting processes across multiple jurisdictions.
Ability to read and interpret RF system drawings, riser diagrams, construction blueprints, and engineered specifications.
Excellent communication and interpersonal skills — able to lead field managers, engage with enterprise-level stakeholders, and represent BearCom at the highest level of professionalism.
Proficiency with MS Office Suite (Outlook, Word, Excel) and service management/project reporting platforms.
Physical Requirements
Ability to lift 50+ lbs and work on ladders, lifts, and elevated structures.
Comfortable working in varied environments including server rooms, equipment closets, rooftops, and active construction sites.
Ability to stand, kneel, and work in confined spaces for extended periods.
Capable of working in varying weather and temperature conditions.
Travel & Location
This role requires approximately 50–60% travel, primarily within an assigned region supporting three deployment crews, with national travel as program needs require. This position is based in the Dallas, TX area and operates out of BearCom's corporate facility. BearCom supports its travel leaders with an elevated per diem, generous paid time off, and incentive-driven compensation designed to reflect the demands and value of this role.