Customer Support Manager

About the role

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. Motorola Solutions is a global leader in professional mobile communications, renowned for its heritage of technological innovation and extensive installed systems worldwide. Our core focus is implementing mission-critical digital mobile communication systems for Enterprise customers. This new and exciting opportunity is within Customer Support Management, where we are committed to consistently offering the very best service to our valued customers. Our people are vital, serving on the front lines to build strong, long-term business relationships and promote our products and services. We pride ourselves on our knowledge, expertise, and problem-solving capabilities. This specific role will support our Enterprise customers across the United States and Canada.

Responsibilities

• Provide intense and appropriate customer focus and satisfaction during the delivery of Motorola’s Lifecycle Service products.
• Manage Enterprise contracts with responsibility for the successful delivery of service products for Enterprise customers.
• Manage relations with external partners responsible for delivering service products to customers; responsible for contract renewals, proposals, accurate forecasting, development of statements of work, and meeting P&L and receivables goals; overseeing contract P&L performance including meeting service billing and cost performance goals.
• Market sophisticated/integrated service programs to multiple layers within customer organizations and work closely with direct and indirect sales teams.
• Develop service account plans and profiles, goals and strategies within assigned accounts.
• Develop customer relationships that will position Motorola for Service growth throughout the designated customer base.
• Travel throughout the designated region and meet with customers face to face on a regular and ongoing cadence.
• 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 regarding service deliverables.
• Ensure 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, vendors, and customers 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.
• Manage contract change management.
• Work with Service Contract and Subscription 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 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.