Associate Customer Support Manager

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.

Department Overview

It’s not just about having the right technology, it’s about achieving peak performance. Motorola Solutions has served as a trusted partner to government agencies and enterprises worldwide for more than 95 years. Our years of leadership, innovation and experience managing and supporting hundreds of networks in more than 100 countries help answer the challenges of mission-critical operations – ensure continuity, enhance productivity and reduce risk – helping achieve peak performance. When every second counts and performance reliability is a must – we are ready and able to serve today, tomorrow and into the future.

Job Description

The ACSM is responsible for the overall success of and the relationship between the Customer’s Operation, Motorola Subcontractors, and Motorola Solutions within the T8 Territory which includes the following states: California, Oregon, Washington, Idaho, Montana, Alaska, Hawaii. Preferences will be given to candidates located in the state of California.

Key responsibilities include:

• 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-contractor's deliverables and adherence to agreed scope and outcomes.

• Manage product quality issues as needed (FSBs)

• Engage 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 documentation remains up-to-date and relevant.

• Manage third-party vendors as needed.

• Manage contract change management as needed.

• Assist with the management of the Manufacturer Representative MR assigned service contracts.

• Work with the Service Contract and Software 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 Solutions Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.

• As a part of this process, the ACSM 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, and 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 responses and implementation of approved changes.

• Oversee the change implementation into service delivery operations in coordination with customers.

• 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 the stated on-time contract renewal goal

• Achieve stated services growth goal for assigned contracts

Specific Knowledge/Skills:

• Experience with Salesforce

• Basic financial acumen

• Computer skills (i.e. MS Office Suite and the Google Suite)

• Customer Satisfaction mindset

• Understanding of Oracle / Services Lifecycle tool and Excel is preferred

• Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures is preferred

• Strong command of communication skills, both oral and written

• Ability to communicate with customer IT personnel regarding WLAN and wired infrastructures.

Candidate Requirements:

• Must be able to obtain background clearance as required by government customer(s)

• The ACSM MUST reside in one of the following states: California, Oregon, Washington, Idaho, Montana, Alaska, Hawaii. Preferences will be given to candidates located in the state of California.

• The ACSM role requires 25% travel around the state of California and for training purposes.

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Target Base Salary Range: $75,000 - $95,000 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

Basic Requirements

• Bachelor's degree OR 2+ years of experience in one of the following: customer service, customer support, sales support, account management, Motorola services, IT, project management, military experience, or public safety experience

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

25-50%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

• Incentive Bonus Plans

• Medical, Dental, Vision benefits

• 401K with Company Match

• 10 Paid Holidays

• Generous Paid Time Off Packages

• Employee Stock Purchase Plan

• Paid Parental & Family Leave

• and more!

EEO Statement

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.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.