TSO Operations Manager
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 OverviewAt Motorola Solutions, we help people to 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 support of mission critical digital mobile communication systems for Government & Public Safety Communications customers.
The ASTRO LMR Technical Support Operations team provides the support for all production ASTRO P25 Land Mobile Radio systems globally. Support is provided 24x7; on-call for Priority 1 and 2, and 8x5 for any other requests. The functions of the organization fall within a Spectrum of Support and include core activities of contact management, ticket administration and troubleshooting. Our organization is composed of two functions: a reactive customer facing team (front office) and a proactive / senior resource team (back office) working together to troubleshoot and resolve tickets, identifying patterns in support and investigating problems to improve the customer experience.
Our responsibilities are to:
o Own ASTRO LMR Customer engagement in CMSO.
o Collaborate with the other organizations and vendors to resolve tickets within service contract requirements.
o Manage communications, ticket administration meeting service level agreements, and resolution of tickets.
o Create, own, track and resolve Incidents, Problems and Service Requests.
o Assess Sites and Systems in a standardized model capturing pertinent information necessary for ticket characterization and diagnosis.
o Utilize Remedy as the ticketing tool.
Job DescriptionResponsibilities - You Will:
o Manage a team of front office tech support resources,
o Be responsible for the daily activities of the tech support team,
o Create a winning culture dynamic with your organization through inspiration,
o Resolve escalations to maintain strong customer experience levels,
o Execute the operations plan and meet our goals and performance metrics, a
o Build relationships and collaborate with other MSI functional organizations (Network Operations Center, Field Operations, Upgrade Operations and 3rd Party vendors) to resolve tickets within service contract requirements.
Basic RequirementsRequirements
Every Motorola Solutions team member brings something unique to the table. Here’s what we are looking for with this role:
o Bachelor's degree in an engineering discipline
o 3+ years managerial/leadership experience
o Customer Satisfaction mindset
o Demonstrated experience working within or leading tech support teams
o Strong communication, leadership, decision making, delegation & multi-tasking skills
o Operational excellence experience, managing & driving behaviors, KPI management & bridge-to-goal action plans
Vaccine Requirement
Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Any employee who is not vaccinated must wear a mask at all times when at a Motorola Solutions site or otherwise meeting with other Motorola Solutions employees or customers. Employees who have submitted proof of vaccination must follow site-specific or local mask requirements. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees.
Travel RequirementsUnder 10%
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.
