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 OverviewThe Software Enterprise Support team is the team that delivers solutions to the public safety sector. We are committed to providing technology and tools which will allow customers to focus on their mission, and enable them to respond faster with smarter and safer decisions. Our support team is focused on Software Enterprise products such as 9-1-1 Call Handling, Computer Aided Dispatch, Records Management Systems, Jail Management Systems and Mobile Data Computing, among other offerings.
Job Description
The primary responsibility of the Operations Manager is to effectively and efficiently manage the Lifecycle Service (LCS) business for their assigned customer contracts and ensure customer satisfaction with Motorola Public Safety Software Enterprise Support and Services. This Operations Manager focuses on building relationships with customer and customer advocates and their experience with Motorola Solutions Support to foster customer satisfaction in their service and support. Ensuring customer satisfaction involves proper support and service delivery and delivery on contracted services and SLAs. If any service is not being performed up to contracted specifications or a process is not producing the correct results, the Operations Manager works closely with the Support Organization to resolve the issue.
The Operations Manager:
Provide customers/customer advocate a single point of contact for Software Enterprise Support to ensure service delivery and Service Level Agreements (SLA) compliance.
Work with customers/customer advocate 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 on reported software issues.
Manage product quality issues as needed
Engage in the case management process to ensure proper service delivery.
Lead and manage the coordination of change requests; managing the response and implementation of approved changes.
Oversee the change implementation into service delivery operations in coordination with Customer.
This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.
Specific Knowledge/Skills:
3+ years customer service/support experience
Understanding of Motorola Solutions products and services with a particular focus on VESTA 9-1-1
Understanding of ServiceNow ticketing tools and Excel.
Strong working knowledge of the 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 personnel regarding the operation and support of the Motorola Products deployed
Exhibit strong ownership and follow through; own the customer’s issue and drive the resolution to ensure the customer is satisfied with the end result
Exceptional interpersonal skills required
Strong determination in the face of challenges. Our customer’s count on dependable, reliable support
Strong verbal and written communication skills
Must have strong organizational skills and the ability to handle multiple tasks. Effective time management skills required
Proficient computer skills with emphasis on windows based applications
Customer focused; detail orientated individual
Ability to maintain a positive attitude in a high stress/at times confrontational situations
Focused individual who understands the value of excellent customer service and the impact to business if customers are not properly supported
Confident individual who is willing to assume responsibility
Demonstrates a high degree of drive and determination; willing to go the extra mile to provide outstanding customer service
Adaptive and flexible individual who is willing to learn and make recommendations for improvements
Ability to work and make decisions with minimal supervision
#LI-JM2
Basic Requirements
Bachelor's Degree OR 5+ years of experience in technical customer support
Must be able to obtain background clearance as required by government customer
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.