If you are a current Motorola Solutions employee, please click this link to apply through your Workday account.Company Overview

Motorola Solutions is there for our customers when everything is on the line. In extreme moments — when a hurricane lands or when a fire breaks out. And in everyday moments — when a package arrives just in time for the holiday or when a child doesn’t miss the school bus home. 

We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that 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 Customer Support Manager (CSM) is to effectively and efficiently manage the Life cycle Service (LCS) business for their assigned customer contracts and ensure customer satisfaction with Motorola Public Safety Customers. The LCS business is a combination of forecasting, proposing new services and contract renewals 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 CSM will become involved and find a solution.

• The Associate CSM is responsible for the overall success and relationship between the Customer’s Operation, Motorola Subcontractors, and Motorola. 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 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 deliverable and adherence to agreed scope and outcomes.

• Manage product quality issues as needed (FSB’S)

• 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 System Service (NSS) for contract loading, renewals, and service contract change order requests.

• Gather and provide Booking Packages to NSS for contract loading

• 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 Work

• 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

• Participate in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets, and Installs.

• Achieve stated on time contract renewal goal

• Achieve stated services growth goal for assigned contracts

Additional Requirements:

• 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.

• The ability to understand and communicate at a working level Motorola sold services 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, Motorola service providers, and customers.

• Proficient in MS Office Applications, Excel, Google Apps, and a willingness to learn and utilize new tools within the organization.

Basic Requirements

• ​Associates degree and 1+ years experience or 2+ years experience in customer service, account management, or sales.

Vaccine Requirement

Motorola Solutions is a U.S. Federal contractor and must comply with the recent U.S. Government Executive Order requiring that Federal contractors ensure that their U.S. employees are fully vaccinated against COVID-19 by January 4, 2022. Accordingly, Motorola Solutions requires all US employees, even those working from home, to be fully vaccinated unless entitled to a reasonable accommodation based on a qualified medical condition or religious belief.

If you are unable to be fully vaccinated due to a qualified medical condition or religious belief, you will be required to apply for a reasonable accommodation prior to moving forward with the recruitment process. As a part of this process you will be required to provide information or documentation about the reason you cannot be vaccinated. If your request for an accommodation is not approved, an offer for employment will not be made.

Travel Requirements10-25%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits effective Day 1
• 401K with Company Match and Day 1 vesting
• 9 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 and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.