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 OverviewIt’s not just about having the right technology, it’s about achieving peak performance. Motorola Solutions has served as a trusted partner to government agencies and enterprises worldwide for more than 85 years. Our years of leadership, innovation and experience managing and supporting hundreds of networks in more than 100 countries help answer the challenges of mission critical operations – ensure continuity, enhance productivity and reduce risk – helping achieve peak performance. When every second counts and performance reliability is a must – we are ready and able to serve today, tomorrow and into the future.
Job DescriptionThe 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 within the state of Mississippi. 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 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 Motorola Technical Notices (MTNs)Engage as needed in the case management process to ensure proper service deliveryAssist partners and vendors as needed with payment and billing issuesIdentify 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 neededManage contract change management as needed.Assist with management of the Manufacturer Representative's (MR) assigned service contractsWork with Service Contract and Subscription Orders (SCSO) for contract loading, renewals, and service contract change order requests.Gather and provide booking packages to SCSO for contract loadingWork 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 WorkExecute contract documents and obtain customer purchase ordersManage 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 servicesParticipate in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets, and Install Agreements.Achieve stated on time contract renewal goalsAchieve stated services growth goals for assigned contracts
Specific Knowledge/Skills:
5+ years customer service/support experience Basic financial acumenComputer skills (i.e. MS Office suite)Customer satisfaction mindsetUnderstanding of Motorola Solutions products and servicesUnderstanding 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.Candidate Requirements:
The CSM must reside in the state of Mississippi to fully support their customersMust be a U.S. citizen with ability to obtain necessary security clearance as required by government contractLegal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.#LI-CC1
Basic Requirements
Associates Degree and 2+ years of experience OR 4+ years of experience with one of the following: Customer Support, Services, Account Management, Contracts, Public Safety, IT, or Wireless
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Travel Requirements25-50%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes
Our U.S. Benefits include:
Incentive Bonus PlansMedical, Dental, Vision benefits401K with Company Match10 Paid HolidaysGenerous Paid Time Off PackagesEmployee Stock Purchase PlanPaid Parental & Family Leaveand 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 ohr@motorolasolutions.com.