Customer Support Manager at Motorola Solutions

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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 Overview
At Motorola Solutions, we help people be their best in the moments that matter. We help firefighters see around buildings and police officers see around street corners. Our work is very meaningful, impactful, and cutting edge and we invite you to explore it. We are the Best!
Motorola Solutions is a world leader in the field of professional mobile communications systems with an impressive heritage of technological innovations and a global base of installed systems. The group's main business is the implementation of mission critical digital mobile communication systems for Government & Public Safety Communications customers.
Job Description

The primary responsibility of the Customer Support Manager (CSM) is to effectively and efficiently manage the Managed & Support (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 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. 

Duties and Responsibilities:

The CSM is responsible for the overall success of 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 deliverables and adherence to agreed scope and outcomes.
  • Manage product quality issues as needed Motorola Technical Notices (MTNs)
  • 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 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 Project Managers (PMs) to provide a smooth transition from project implementation to warranty support and service delivery. 
  • As a part of this process, the 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, 
  • Forecast 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 services
  • Participate in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets, and Install Agreements.
  • Achieve stated on time contract renewal goals
  • Achieve stated services growth goals for assigned contracts

Specific Knowledge/Skills:

  • Basic financial acumen
  • Computer skills (I.e. MS Office suite)
  • Customer Satisfaction mindset
  • Understanding of Motorola Solutions products and services
  • Understanding of Oracle / Services Lifecycle tools and Microsoft Excel.
  • Strong working knowledge of the Motorola System Support Center Customer Call Center and the Network Operations Center offerings and procedures.
  • Strong command of communication skills both oral and written.
  • Ability to communicate with customer IT personnel regarding WLAN and wired infrastructures.

**Must be able to obtain background clearance as required by government customer**


Basic Requirements
  • 5+ years customer service / support experience 

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 Requirements
25-50%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
No

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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • ITILFrameworks
    • MySQLDatabases
    • OracleDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • JIRAManagement
    • Microsoft ProjectManagement
    • SmartsheetManagement
    • SalesforceCRM
    • GoogleEmail
    • MarketoLead Gen
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What are Motorola Solutions Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Remote Work Program
Our remote work program includes telecommuting at Manager discretion.
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Stocked Kitchen
Happy Hours
Parking
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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