Customer Support Manger (Silent Sentinel)

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 OverviewAt Motorola Solutions, we help people be their best in the moments that matter.
We help firefighters see inside buildings and police officers see around street corners. We provide the situational awareness first responders need when a moment brings catastrophe.
We do this by connecting them to seamless communication networks, applications and services, by providing them with real-time information, and by arming them with intuitive, nearly indestructible handheld devices. The Fixed Video Team is a critical part of Motorola Solutions. Our Silent Sentinel Customer Support Manager helps bring together the innovative video solutions that make a difference in the moments that matter most!
Job Description

The primary responsibility of the Customer Support Manager (CSM) is to manage the Silent Sentinel Fixed Video Service business effectively and efficiently. This business is a combination of pre-sale support, forecasting, proposing new services, contract renewals, customer support, and building relationships with customers and the video subcontractors. The CSM will ensure customer satisfaction by helping provide solutions for any service or process that do not produce the correct result. In addition, the CSM will have various contracts management responsibilities to help assist the broader video team in NA.

The CSM 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 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 third party vendors as needed

• Manage contract change management as needed.

• Work closely with the Motorola Program Manager (PM) 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 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

Preferred Skills:

• Must have 3+ years of experience working in Customer Service or Customer Support preferred.  

• Must have basic financial skills

• Must have strong computer skills (I.e. MS Office suite)

• Must have LMR Sales, LMR Engineering, and Lifecycle skills perferred.

• 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.

Target Base Salary Range: $90,000 - $100,000 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.

#LI-JM3

#LI-REMOTE

Basic Requirements

Required Skills:

• High School diploma, Bachelor's Degree OR 3+ years of experience in one of the following: Customer Service, Customer Support, Sales, Account Management, or Public Safety.

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

Travel RequirementsOver 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 complete this Reasonable Accommodations Form so we can assist you.