Associated 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 OverviewCommercial Markets: this department is responsible to deliver and maintain all the Managed Services to the current customers. The primary responsibility of the Associated Customer Support Manager (ACSM) is to effectively and efficiently manage the Services contracts for their assigned customer and ensure customer satisfaction with a strong relationship development. The Service business is a combination of delivering high quality services, proposing new services, contract renewals and building relationships with customers, subcontractors and internal areas such as sales, system integration, engineering, field service operations, finance and logistics. Ensuring customer satisfaction involves proper delivery and execution of service contracts in order to meet customer expectations. If any service is not being performed up to contracted specifications or a process is not producing the correct results, the CSM will become involved and will lead the finding of a solution.
Job Description

The CSM is responsible for the overall success and relationship between the Customer’s Operation, Subcontractors, Internal areas. Key responsibilities include:

● 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 service 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.

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

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

● Work with internal areas for contract onboarding, renewals, and service contract change order requests.

● Work closely with the System Integration (SI) team to provide a smooth transition from project implementation to warranty support and service delivery.

● Efficiently manage the revenue and costs and meet the financial goals for each service agreement assigned, providing reliable forecasts.

● Ensure revenue collections are made on time in order to meet cash flow goals.

● Work with customers on up-sell / cross-sell in assigned accounts.

● Create customer and service provider Statements of Work and quote these services.

● Manage the service contract renewal process for all assigned service agreements.

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

● Achieve stated on time contract renewal goal.

● Achieve stated services growth goals for assigned contracts.

Desired Skills:

● Highly organized, strong attention to detail, capable of significant multi-tasking and follows all tasks through to completion.

● The ability to communicate clearly (both written and verbal) with customers and act as a professional representative of the corporation with strong customer relationship capabilities.

● The ability to understand and communicate at a working level the products and services sold, based on proposal and contract/award documents.

● The ability to collaborate and maintain professional relationships with key work partners across the corporation and third party vendors for achieving timely business objectives.

● The ability to think strategically and work through day to day challenges that arise with both internal support organizations, service providers, and customers.

● The ability to work strategically between sales and renewal processes in order to give a competitive advantage to these processes.

● High capability to work with cross-functional teams in order to improve processes or solve complex problems.

Basic Requirements

● Bachelor in Engineering or areas related to Information Technology

● Fluent in English Language (mandatory);

● At least 5 years experience with management of IT support services;

● At least 7 years experience in the Oil&Gas or Mining markets will be considered highly desirable.

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Travel RequirementsNone
Relocation ProvidedNone
Position TypeExperienced

Referral Payment PlanYes

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].