Customer Support Manager – Silent Sentinel

Motorola Solutions

. Manage the Silent Sentinel Fixed Video Service business effectively and efficiently.

Posted 5/22/2026full-timeRemote • Florida, Illinois, Texas • 🇺🇸 United StatesMid-LevelSenior💰 $90,000 - $100,000 per yearWebsite

Tech Stack

Tools & technologies

Oracle

About the role

Key responsibilities & impact

Manage the Silent Sentinel Fixed Video Service business effectively and efficiently.
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.
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.

Requirements

What you’ll need

3+ years of experience working in Customer Service or Customer Support preferred.
Basic financial skills
Strong computer skills (I.e. MS Office suite)
LMR Sales, LMR Engineering, and Lifecycle skills preferred.
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.
Strong command of communication skills, both oral and written.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer ServiceCustomer Supportfinancial skillsLMR SalesLMR EngineeringLifecycle skillsOracleExcelCustomer Call CenterNetwork Operations Center

Soft Skills

communication skills