Customer Support Manager

About The Company Motorola Solutions is a global leader dedicated to creating technology solutions that enhance safety and security worldwide. With a strong heritage of innovation, the company develops and connects advanced communication systems designed to protect people, property, and places. Our mission is to foster collaboration among communities, organizations, and governments to build safer environments. We believe that our success begins with our people, and we are committed to nurturing a diverse, inclusive, and dynamic workforce. Joining Motorola Solutions means becoming part of a close-knit community that values integrity, innovation, and a shared purpose of making the world a safer place. About The Role The Customer Support Manager (CSM) at Motorola Solutions plays a pivotal role in managing the Lifecycle Service (LCS) business for assigned customer contracts, primarily serving Public Safety Customers. This position requires a proactive approach to ensuring customer satisfaction through effective delivery of services, managing relationships with customers, subcontractors, and internal teams. The CSM is responsible for overseeing contract renewals, proposing new services, and ensuring adherence to Service Level Agreements (SLAs). The role involves close collaboration with various stakeholders, including project managers, vendors, and national service teams, to facilitate seamless service transitions from implementation to ongoing support. The ideal candidate will reside in Texas or Oklahoma, with a willingness to travel up to 25% for client and project engagements. This position offers an exciting opportunity to impact critical communication systems that safeguard communities and support public safety initiatives. Qualifications High School Diploma or G.E.D. required; Bachelor’s Degree preferredMinimum of 4+ years of experience in customer service/support or systems managementLegal authorization to work in the U.S. indefinitely (sponsorship not available)2+ years of direct customer service and support experienceProficiency with MS Office Suite (Word, Excel, PowerPoint)Basic financial acumen and understanding of service lifecycle management toolsStrong communication skills, both oral and writtenKnowledge of Motorola Solutions products and services is preferredExperience working with Oracle or similar service management toolsAbility to manage multiple priorities and coordinate cross-functional teamsAbility to obtain background clearance as required by government clients Responsibilities Serve as the primary point of contact for customers, ensuring high levels of satisfaction and service delivery complianceManage and maintain scope of services as per contractual agreements, and ensure customers understand their obligationsCoordinate with subcontractors and internal teams to ensure deliverables meet contractual and quality standardsMonitor and report on service performance, providing timely updates to customers and stakeholdersAddress and resolve product quality issues, including Field Service Bulletins (FSBs), as neededAssist with case management processes to ensure effective service resolutionSupport partners and vendors with billing, payment, and contractual issuesIdentify opportunities for service improvements and implement best practices to enhance qualityMaintain up-to-date operational documentation and manage contract change requestsCollaborate with the National System Service (NSS) team for contract loading, renewals, and change ordersDevelop and update Customer Support Plans (CSP) and Statements of Work (SOW)Execute contract documentation, obtain purchase orders, and manage contract renewalsCoordinate variation and change requests, ensuring smooth integration into service operationsEngage in up-selling and cross-selling activities to grow account revenueParticipate in revenue and margin forecasting related to maintenance, work tickets, and installationsSupport the transition from project implementation to ongoing support, ensuring clarity of support expectations Benefits Incentive bonus plansComprehensive medical, dental, and vision insurance401(k) plan with company matching contributionsPaid holidays and generous paid time off packagesEmployee stock purchase planPaid parental and family leaveOpportunities for professional development and career growth Equal Opportunity Motorola Solutions is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic. We are dedicated to fostering a workplace where everyone can thrive and be their authentic selves. If you require accommodations during the recruitment process, please complete our Reasonable Accommodations Form to receive assistance.