Associate Customer Support Manager - Federal DoD

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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that's critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

At Motorola Solutions' Government and Public Safety Division, we are dedicated to developing and providing cutting-edge radio communication systems for vital government agencies, including Police, Fire, Emergency services, transportation, and energy sectors. Our mission is to provide situational awareness in critical moments. We empower first responders, helping firefighters see around buildings and police officers anticipate events around street corners. We also enhance operational visibility for other sectors, making supply chains clear for retailers and entire power grids transparent to utility workers.

We achieve this by connecting our clients to seamless communication networks, reliable applications and services, and by equipping them with intuitive, virtually indestructible handheld devices that deliver real-time information. This is a remote opportunity.

The Associate Customer Support Manager for Federal DoD (ACSM) provides essential support to the Federal DoD Customer Support Manager (CSM) to meet overall division and department goals and ensure customer satisfaction.

Contract and Service Management Support:

• Directly supports Federal DoD CSMs to ensure the timely execution and compliance of contract commitments.
• Coordinates, reviews, and prioritizes all contract and project efforts with the CSM.
• Serves as a key liaison to ensure customer delight with service delivery.
• Tracks all post-award contract service deliverables using a central repository.
• Schedules all contractual commitments, such as Preventative Maintenance Inspections (PMI), by engaging Centralized Managed Service Operations (CMSO) and/or field resources.
• Processes work tickets between vendors and customers to facilitate timely accounts payable and receivables.
• Performs contract loading to ensure customer entitlement of purchased service products.
• Monitors Installation Agreements (IA) forecast dates by collaborating with the service shop and advising revenue tracking personnel.

Documentation and Data Management:

• Assists the Federal DoD CSM with RFI and RFP responses (e.g., gathering quotes from vendors/service shops, collecting details from field teams).
• Gathers all necessary inputs from customers and field teams for the Customer Support Plan (CSP) and Install Base (IB), including periodic required updates.
• Creates internal and customer-facing documentation related to contract services and best practices.
• Performs (where required) and/or ensures that monthly/quarterly customer reporting is executed and delivered on time.
• Works with designated end-customer points of contact to collect necessary support data for contract support.

Operational and Internal Coordination:

• Works closely with Order Management teams to ensure all necessary data is accurately provided, loaded, and thoroughly completed to prevent unexpected delays.
• Orders parts through internal channels, credit card, or the PO system as required.
• Attends weekly forecast and team meetings.
• Escalates any issue(s) requiring management review/influence, including any customer satisfaction items.

Required Competencies:

• Ability to multi-task in a fast-paced environment, potentially working remotely from the supported Federal CSM(s).
• Strong proficiency in Google and Google applications, as well as Microsoft Office and Excel.
• General business acumen, including a functional understanding of P&L statements, Risk, and Cost/Margin/Revenue principles.

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Target Base Salary Range: $60,000 - $70,000 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range…