Customer Support Manager Team Lead (VA/West VA)

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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department OverviewAt Motorola Solutions, we help people 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 implementation of mission critical digital mobile communication systems for Government & Public Safety Communications customers.
Job Description

• The primary responsibility of the Customer Support Manager Team lead (CSMTL) is to effectively and efficiently manage the Lifecycle Service (LCS) business for their assigned customer contracts and ensure customer satisfaction with Motorola Public Safety Customers.
• As a Manager the role will include supporting CSMs and ACSMs in performance responsibilities.
• The LCS 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 CSMTL will become involved and find a solution.
• The CSMTL is responsible for the overall success of and relationship between the Customer’s Operation, Motorola Subcontractors, and Motorola. Key responsibilities include:
• Provide customers a single point of contact for Customer management and ensure service delivery and Service Level Agreements (SLA) compliance.
• Work with Public Safety 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 Notifications)
• 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 third party vendors as needed
• Manage contract change management as needed
• Assist Senior CSM’s with management of the MR assigned service contracts
• Work with National System Service (NSS) for contract loading, renewals, and service contract change order requests.
• Gather and provide Booking Packages to NSS 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.
• CSMTL 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

Location/Travel

• This position is remote (work from home) with 25-50% travel as required.
• The CSMTL must reside in the Mid Atlantic region (Virginia, West Virginia or Maryland)
• The CSMTL must be comfortable traveling 25-50% of the time across their T3 territory (VA, W. VA, and MD)

   

Candidate Requirements

• Basic financial acumen
• Computer skills (I.e. MS Office suite)
• Customer Satisfaction mindset
• Understanding of Motorola Solutions products and services
• Understanding of Oracle / Services Lifecycle tool and Excel.
• Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures as well as a strong command of communication skills, both oral and written.
• Ability to communicate with customer IT personnel regarding WLAN and wired infrastructures.

#LI-CC1

Target Base Salary Range: $74,000 - $148,400 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

• Associates Degree OR 3+ years of experience in one of the following: Motorola Solutions products, customer service, customer support, people management, sales support, account management, or public safety experience

• 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 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 email [email protected].