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 OverviewOur people are on the front lines of our organization, building strong, long term business relationships and promoting our products and services to our valued customers. Customer Support Management to Motorola Solutions is offering the very best service to our customers, always. We pride ourselves on our knowledge, expertise and ability to solve problems. This exciting new opportunity is supporting State & Local governmental entities in the Central and Eastern NY State, MA, and CT.
Job Description
The Customer Support Manager (CSM) provides intense and appropriate customer focus and satisfaction during the delivery of Motorola’s life cycle Service products. The CSM manages government contracts with responsibility for successful delivery of Service products for Local government customers. Manages the relations with external partners responsible for delivering Service products to customers. Responsible for contract renewals, proposals, accurate forecasting, development of Statements of Work, and meeting P&L and receivables goals; overseeing contract P&L performance including meeting Service billing and cost performance goals. Responsible for marketing sophisticated / integrated service programs to multiple layers within customer organizations and works closely with the direct and indirect Sales teams. The CSM is responsible for the development of service account plans and profiles, goals and strategies within assigned accounts. Major emphasis includes developing customer relationships that will position Motorola for Service growth throughout the designated customer base.
Must be willing to travel 25% - 50% throughout the designated region.
Duties and Responsibilities:
The CSM is responsible for the overall success of and relationship between the Customer’s Operation, Motorola Subcontractors, and Motorola.
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.
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 contract change management as needed.
Work with National System Service (NSS) for contract loading, renewals, and service contract change order requests.
Work closely with the Motorola Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
Work with customer and field teams to create and/or update existing Customer Support Plans (CSP)
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
** Position is not remote. Candidate must reside in or within driving distance to the Central & Eastern NY State, MA, and CT**
Additional Requirements:
Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract(s)
3-5 years experience in Customer Support, Systems Management, Field Support or Sales Support
Technically knowledgeable in voice, data, and video.
Ability to convert business needs into technical solutions.
Ability to explain complex technical concepts in a clear and concise manner.
Ability to perform Crisis Management and Executive Summary communications during system outages.
A solid working knowledge of Microsoft and Google applications
Experienced in Customer Account Management within a highly technical environment
Knowledge of Motorola RF radio systems products and services would be an advantage
Goal oriented self-starter with the skills and ability to successfully manage, develop, and expand Local Government Service business with limited management supervision.
Ability to establish relationships and trust quickly with key stakeholders in the region. Strong interpersonal communications skills are required.
Knowledge of Motorola RF radio systems, voice and data products, sales techniques, and life cycle support services including equipment installation, maintenance, implementation, and management of these services is highly desired.
Preferred Requirements:
Associates or Bachelors degree
Basic Requirements
Associates Degree and 2+ years OR 4+ years experience in one of the following: Customer Support, Systems Management, Account Management, Field Support or Sales Support.
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.