Customer Support Manger; Silent Sentinel

Company Overview

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 protect people, property, and places. Our solutions foster collaboration critical for safer communities, schools, hospitals, businesses, and nations.

The Fixed Video Team supports first responders by providing situational awareness systems. As a Silent Sentinel Customer Support Manager, you help bring together innovative video solutions that make a difference in the moments that matter most.

The primary responsibility of the Customer Support Manager (CSM) is to manage the Silent Sentinel Fixed Video Service business effectively and efficiently. This business involves pre‑sale support, forecasting, proposing new services, contract renewals, customer support, and building relationships with customers and video subcontractors.

• Serve as a single point of contact for customer management and ensure service delivery and SLA compliance.
• Work with customers to discuss concerns and drive corrective actions to closure.
• Manage and maintain service scope per contract and ensure customers understand their obligations.
• Ensure customers receive timely reporting required by the Services Contract.
• Manage subcontractor deliverables and adherence to agreed scope and outcomes.
• Address product quality issues as needed.
• Engage in case management to ensure proper service delivery.
• Assist partners and vendors with payment and billing issues.
• Identify and implement improvement areas to enhance service quality and best practice delivery.
• Maintain all operational documentation up to date.
• Manage third‑party vendors as needed.
• Handle contract change management and coordinate change implementation with customers.
• Work with the Motorola Program Manager to transition from project implementation to warranty support and service delivery.
• Document support/service expectations and processes for customers.
• Create and update Customer Support Plans (CSP).
• Execute contract documents and obtain purchase orders.
• Lead renewal processes for lower complexity agreements, including updates to inventory, SOW, CSP, vendor pricing, and installation agreements.
• Coordinate variation and change requests, implementing approved changes into service delivery.
• Assist with up‑sell/cross‑sell opportunities.
• Participate in revenue forecasting for maintenance agreements, work tickets, and installs.
• Achieve on‑time contract renewal and services growth goals for assigned contracts.

• 3+ years of experience in Customer Service or Customer Support.
• Basic financial skills.
• Strong computer skills (MS Office suite).
• Knowledge of LMR Sales, LMR Engineering, and Lifecycle (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, procedures, and communication skills.

• High School diploma, Bachelor’s degree, or 3+ years of experience in Customer Service, Customer Support, Sales, Account Management, or Public Safety.
• Legal authorization to work in the U.S. indefinitely.
• Relocation not required; travel over 50% required.

$90,000 – $100,000 USD

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401(k) with company match
• 10 paid holidays
• Generous paid time off (PTO) package
• Employee Stock Purchase Plan
• Paid parental & family leave
• Other benefits as applicable

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.