Customer Support Manager - Texas

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 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.

At Motorola Solutions, we help people be their best in the moments that matter. We help firefighters see around buildings and police officers see around street corners. Our work is very meaningful, impactful, and cutting edge and we invite you to explore it. We are the Best!

NOTE:

This candidate must reside in Texas or Oklahoma. This position will require 25% travel.

The primary responsibility of the Customer Support Manager (CSM) is to effectively and efficiently manage the Lifecycle Service (LCS) business for their assigned customer contracts and ensure customer satisfaction with Motorola Public Safety Customers. The LCS business is a combination of forecasting, proposing new services and contract renewals and building relationships with customers and subcontractors. Ensuring customer satisfaction involves proper delivery and execution of service contracts.

If any service is not being performed up to contracted specifications or a process is not producing the correct results, the CSM will become involved and find a solution.

• 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 (FSB'S)
• 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.
• Assist Senior CSM's with management of the MR assigned service contracts
• Work with National System Service (NSS) for contract loading, renewals, and service contract change order requests.
• Gather and provide Booking Packages to NSS 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.
  • As a part of this process, the Associate CSM ensures that there are clearly documented support/service expectations and processes for the customer. They seek to understand customer expectations and needs to ensure that their operational requirements are identified, properly supported, and if not what additional services can be proposed.
• 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 but not limited to customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates / changes,
• Installation Agreements (write-up, obtain PO, and manage)
• Lead and manage the coordination of variation and other change request response and implementation of approved changes.
• Oversee the change implementation into service delivery operations in coordination with Customer.
• Work with customers on up-sell / cross-sell
• Participate in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets, and Installs.
• Achieve stated on time contract renewal goal
• Achieve stated services growth goal for assigned contracts
• Must be able to obtain background clearance as required by government customer

• 5+ years customer service / support experience
• Basic financial acumen
• Computer skills (I.e. MS Office suite)
• Customer Satisfaction mindset
• 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 as well as a strong command of communication skills, both oral and written.
• Ability to communicate with customer IT personnel regarding WLAN and wired infrastructures.

Target Base Salary Range: $75,000 to…