Associate Customer Support Manager

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.

It’s not just about having the right technology, it’s about achieving peak performance. Motorola Solutions has served as a trusted partner to government agencies and enterprises worldwide for more than 95 years. Our years of leadership, innovation, and experience managing and supporting hundreds of networks in more than 100 countries help answer the challenges of mission-critical operations—ensuring continuity, enhancing productivity, and reducing risk to achieve peak performance.

About the Role

The ACSM is responsible for the overall success of and the relationship between the Customer’s Operation, Motorola Subcontractors, and Motorola Solutions within the T8 Territory, which includes the following states: California, Oregon, Washington, Idaho, Montana, Alaska, and Hawaii. Preferences will be given to candidates located in the state of California.

Responsibilities

• 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-contractor's deliverables and adherence to agreed scope and outcomes.
• Manage product quality issues as needed (FSBs).
• Engage 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 documentation remains up-to-date and relevant.
• Manage third-party vendors as needed.
• Manage contract change management as needed.
• Assist with the management of the Manufacturer Representative (MR) assigned service contracts.
• Work with the Service Contract and Software 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 Solutions Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
• Ensure clearly documented support/service expectations and processes for the customer, understanding their operational requirements and proposing additional services if needed.
• 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 customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates/changes, and Installation Agreements (write-up, obtain PO, and manage).
• Lead and manage the coordination of variation and other change request responses and implementation of approved changes.
• Oversee the change implementation into service delivery operations in coordination with customers.
• Work with customers on up-sell/cross-sell opportunities.
• Participate in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets, and Installs.
• Achieve the stated on-time contract renewal goal.
• Achieve stated services growth goal for assigned contracts.

Requirements

• Must be able to obtain background clearance as required by government customer(s).
• Must reside in one of the following states: California, Oregon, Washington, Idaho, Montana, Alaska, or Hawaii. Preferences will be given to candidates located in California.
• 25% travel around the state of California and for training purposes.
• Bachelor's degree OR 2+ years of experience in one of the following: customer service, customer support, sales support, account management, Motorola services, IT, project management, military experience, 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.

Skills

• Experience with Salesforce.
• Basic financial acumen.
• Computer skills (i.e., MS Office Suite and Google Suite).
• Customer satisfaction mindset.
• Understanding of Oracle/Services Lifecycle tool and Excel is preferred.
• Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures is preferred.
• Strong command of communication skills, both oral and written.
• Ability to communicate with customer IT personnel regarding WLAN and wired infrastructures.

Pay

Target Base Salary Range: $75,000 - $95,000 USD. Pay within this range varies and depends on job-related knowledge, skills, and experience.

Schedule

• 25-50% travel required.

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.