Motorola Solutions

Customer Support Manager – Team Lead

Motorola Solutions

full-time

Posted on:

Location Type: Remote

Location: Minnesota • South Carolina • United States

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Salary

💰 $100,000 - $120,000 per year

Job Level

Senior

About the role

  • Responsible for the execution of all aspects of the Managed & Support Services business for the Enterprise Markets located throughout North America.
  • Accountable for the sustainment and management of all mission critical customer communications system contracts.
  • Manage the Managed & Support (M&S) Services business for assigned customer contracts and ensure customer satisfaction.
  • Responsible for the overall success of and relationship between the Customer’s Operation, Motorola Subcontractors, and Motorola Solutions.
  • Lead the Managed & Support services organization consisting of Customer Support Managers, responsible for hiring, onboarding, coaching, and performance management.
  • Oversees all day to day operations including revenue forecasting, cost management, customer satisfaction, and M&S services activities in collaboration with Sales team.
  • Provide customers a single point of contact for customer management and ensure service delivery and Service Level Agreements (SLA) compliance.
  • Manage and maintain services scope as per services contract and ensure customer obligations.
  • Ensure customers receive appropriate reporting as required by the Services Contract.
  • Manage third party vendors and contract change management as needed.
  • Work closely with the Motorola Project Managers for smooth transitions from project implementation to service delivery.
  • Participate in the accurate forecasting of revenue recognition and margin related to Maintenance Agreements and Install Agreements.

Requirements

  • Bachelor's degree and 3+ years experience OR 6+ years of experience in people management, customer service, customer support, sales support, account management, or public safety experience
  • Basic financial acumen
  • Strong communication skills, both oral and written
  • Strong computer skills (I.e. MS Office or G-suite)
  • Strong relationship management skills
  • Knowledge of the Central Managed Services Organization’s (CMSO) offerings and procedures
  • Knowledge of Motorola Solutions products and services
  • Customer Satisfaction mindset
  • Ability to communicate with customer IT personnel regarding WLAN and wired infrastructures.
  • Must reside within a commutable distance to a major metro airport.
  • Willingness to travel up to 25%+ of the time based on customer needs.
  • Must possess a current, valid driver's license and maintain a clean driving record.
  • Must be able to obtain and maintain background clearance as required by customer(s).
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
people managementcustomer servicecustomer supportsales supportaccount managementfinancial acumenWLAN infrastructurewired infrastructurerevenue forecastingcost management
Soft Skills
communication skillsrelationship managementcustomer satisfaction mindsetcoachingperformance managementcollaborationleadershiponboardingproblem-solvingvendor management
Certifications
Bachelor's degreevalid driver's licensebackground clearance