Customer Support Manager

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

Motorola Solutions is a global leader in professional mobile communications, renowned for its heritage of technological innovation and extensive installed systems worldwide. Our core focus is implementing mission-critical digital mobile communication systems for Enterprise customers.

This new and exciting opportunity is within Customer Support Management, where we are committed to consistently offering the very best service to our valued customers. Our people are vital, serving on the front lines to build strong, long-term business relationships and promote our products and services. We pride ourselves on our knowledge, expertise, and problem-solving capabilities. This specific role will support our Enterprise customers across the United States and Canada.

Job Description

• The Customer Support Manager (CSM) provides intense and appropriate customer focus and satisfaction during the delivery of Motorola’s Lifecycle Service products.
• Manage Enterprise contracts with responsibility for the successful delivery of service products for Enterprise customers.
• Manage the relations with external partners responsible for delivering service products to customers, is 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.
• Responsible for the development of service account plans and profiles, goals and strategies within assigned accounts.
• There is a major emphasis on developing customer relationships that will position Motorola for Service growth throughout the designated customer base.
• The CSM must be willing to travel throughout the designated region and meet with customers face to face on a regular and ongoing cadence.
• 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, vendors, and customers 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 documentation remain up to date and relevant
• Manage third party vendors 
• Manage contract change management 
• Work with  Service Contract and Subscription Operations (SCSO) for contract loading, renewals, and service contract change order requests.
• Gather and provide Booking Packages to SCSO for contract loading
• Work closely with the Motorola Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery. 
• 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, 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
• 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
• Able to communicate with customer IT personnel regarding WLAN and wired infrastructures.

Candidate Requirements:

• Must be a U.S. citizen with ability to obtain necessary security clearance as required by customer contracts.

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

• Must reside within a commutable distance to a major metro airport.

• Willingness to travel up to 10% - 25% of the time based on customer needs.

• Must possess a current, valid driver's license and maintain a clean driving record.

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Target Base Salary Range: $80,000 - $90,000 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

Basic Requirements

• Bachelors degree OR 3+ years of experience in one of the following: Lifecycle Services, Account Management, Management, Customer Service, Sales, Systems Implementation, Integration, LMR Sales, LMR Engineering, Customer Support, Customer Account Management, Project Management, Public Safety, Military or Technical Services Sales.
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
• Must be able to obtain background clearance as required by Enterprise customer(s)

Travel Requirements

10-25%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

• Incentive Bonus Plans

• Medical, Dental, Vision benefits

• 401K with Company Match

• 10 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. 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 complete this Reasonable Accommodations Form so we can assist you.