Associate Customer Support 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 OverviewIn the Government and Public Safety Division at Motorola Solutions, we develop and provide industry leading radio communication systems for Police, Fire, Emergency services and other government agencies including transportation, energy, and more!
We help firefighters see around buildings and police officers see around street corners. We make supply chains visible to retailers and entire power grids visible to utility workers. We provide the situational awareness first responders need when a moment brings catastrophe. And we help companies deliver shipments at the moment they're promised.
We do this by connecting them to seamless communication networks, applications and services, by providing them with real-time information, and by arming them with intuitive, nearly indestructible handheld devices.
Job Description

The primary responsibility of the Associate Customer Support Manager (aCSM) is to effectively and efficiently manage the Managed and Support Services (M&S) business for their assigned customer contracts and ensure customer satisfaction with Motorola Public Safety Customers. The M&S business is a combination of forecasting, proposing new services, contract renewals, customer support, and building relationships with customers and subcontractors. Ensuring customer satisfaction involves proper delivery and execution of service contracts. If any service is not being performed up to contracted specifications or a process is not producing the correct results, the aCSM will become involved and find a solution. In addition, the aCSM will have various contracts management responsibilities to help assist the broader T4E services team with administrative functions.

The T4E territory includes North Carolina, South Carolina and Georgia.

Duties and Responsibilities:

• The aCSM is responsible for the overall success and relationship between the Customer’s Operation, Subcontractors, and Motorola Solutions.

• Provide customers a single point of contact for Customer management and ensure service delivery and Service Level Agreements (SLA) compliance.

• Work with customers to discuss concerns and drive corrective actions to closure.

• Manage and maintain services scope as per services contract and ensure customers understand their obligations in regard to service deliverables.

• Ensure that Customers receive appropriate and timely reporting as required by the Services Contract.

• Manage sub-contractors deliverables and adherence to agreed scope and outcomes.

• Manage product quality issues as needed via Motorola Technical Notices (MTN)

• Engage as needed in the case management process to ensure proper service delivery

• Assist partners and vendors as needed with payment and billing issues

• Identify and implement areas for improvement to ensure improved service quality and best practice delivery.

• Ensure all operational documentations remain up to date and relevant.

• Manage third party vendors as needed

• Manage contract change management as needed.

• Assist Senior CSM’s with management of the MR assigned service contracts

• Work with National Services Support (NSS) team for contract loading, renewals, and service contract change order requests.

• Gather and provide Booking Packages to NSS team for contract loading and activations

• Work closely with the Motorola Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery. As a part of this process, the Associate CSM ensures that there are clearly documented support/service expectations and processes for the customer. They seek to understand customer expectations and needs to ensure that their operational requirements are identified, properly supported, and if not what additional services can be proposed.

• Work with customer and field teams to create and/or update existing Customer Support Plans (CSP)

• Create customer and service provider Statements of Works

• Execute contract documents and obtain customer purchase orders

• Manage the service contract renewal process for all assigned lower complexity service agreements; including but not limited to customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates / changes, Installation Agreements (write-up, obtain PO, and manage)

• Lead and manage the coordination of variation and other change request response and implementation of approved changes.

• Oversee the change implementation into service delivery operations in coordination with Customer.

• Work with customers on up-sell / cross-sell opportunities

• Participate in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets (WT), and Install Agreements (IAs).

• Achieve on time renewal rates for assigned contracts

• Achieve stated services growth goal for assigned contracts
• Assist with cutting Purchase Orders to third party vendors for the territory
• Assist with Installation Agreements to gather forecast updates
• Monitoring PSA renewals
• Loading contracts in Motorola's quoting system (Q2SC/R12)
• Work on quotes with 3rd party vendors to assist service team
• Work on internal quoting efforts with Vesta, Call Works, Avtec, etc.
• Managing shop Preventative Maintenance scheduling across the territory
• Assist with Work ticket submissions
• Investigating and assisting with invoice and billing issues

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Basic Requirements

• 2+ years pf experience in one of the following: customer service, sales, account management, customer support experience, systems management or Motorola experience

Travel Requirements25-50%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

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 [email protected].