Motorola Solutions
Customer Support Manager - Central Florida
Motorola Solutions, Tallahassee, Florida, United States,
Company OverviewAt Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.Department OverviewMotorola Solutions is a world leader in the field of professional mobile communications systems with an impressive heritage of technological innovations and a global base of installed systems. The group's main business is the implementation of mission critical digital mobile communication systems for Government & Public Safety Communications customers.Job DescriptionThe Customer Support Manager (CSM) provides intense and appropriate customer focus and satisfaction during the delivery of Motorola’s Lifecycle Service products. The CSM manages government contracts with responsibility for successful delivery of Service products for Local government customers. Manages the relations with external partners responsible for delivering Service products to customers. Responsible for contract renewals, proposals, accurate forecasting, development of Statements of Work, and meeting P&L and receivables goals, oversees contract P&L performance including meeting Service billing and cost performance goals. Responsible for marketing sophisticated and integrated service programs to multiple layers within customer organizations and works closely with the direct and indirect Sales teams. The CSM is responsible for the development of Service account plans and profiles, goals and strategies within assigned accounts. Major emphasis includes developing customer relationships that will position Motorola for Service growth throughout the designated customer base.Must be willing to travel throughout the designated region of Central Florida.Duties and Responsibilities:
Provide customers a single point of contact for contract management and ensure service delivery and Service Level Agreement (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 regards to service deliverables.Ensure that customers receive appropriate and timely reporting as required by the Services contract.Manage sub-contractor deliverables and adherence to agreed scope and outcomes.Manage product quality issues as needed (MTNs).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 documentation remains up to date and relevant.Manage third party vendors as needed.Execute contract change management as needed.Effectively manage Manufacturer Representative 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.Ensure there are clearly documented support/service expectations and processes for the Customer. The CSM seeks to understand customer expectations and needs to ensure that their operational requirements are identified, properly supported, and if not, identify what additional services can be proposed.Work with customer and Motorola 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 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 the stated on-time contract renewal goals.Additional Responsibilities:
Understanding of Motorola Solutions products and services.Understanding of Oracle/Services lifecycle tool.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.Goal oriented, self-starter with skills and ability to successfully market and manage service support contracts for Project 25 and related wireless technologies.Sales skills and abilities in establishing customer relationships, making presentations, and closing service support sales opportunities.Must be capable of learning service products, putting together creative proposals, making customer presentations, and forming collaborative strategies with other Motorola Sales and Support professionals and teams.Knowledge and experience utilizing Google and Microsoft business software (e.g Outlook, Word, Excel, PowerPoint) is required.Basic Requirements
5+ years of experience in one of the following: Lifecycle Service Account Management, Sales, Systems Implementation, Integration, LMR Sales, LMR Engineering, Customer Support, Customer Account Management, or Technical Services Sales.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
NonePosition Type
ExperiencedReferral Payment Plan
YesOur U.S. Benefits include:
Incentive Bonus PlansMedical, Dental, Vision benefits401K with Company Match9 Paid HolidaysGenerous Paid Time Off PackagesEmployee Stock Purchase PlanPaid Parental & Family Leaveand more!EEO Statement
Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.
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Provide customers a single point of contact for contract management and ensure service delivery and Service Level Agreement (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 regards to service deliverables.Ensure that customers receive appropriate and timely reporting as required by the Services contract.Manage sub-contractor deliverables and adherence to agreed scope and outcomes.Manage product quality issues as needed (MTNs).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 documentation remains up to date and relevant.Manage third party vendors as needed.Execute contract change management as needed.Effectively manage Manufacturer Representative 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.Ensure there are clearly documented support/service expectations and processes for the Customer. The CSM seeks to understand customer expectations and needs to ensure that their operational requirements are identified, properly supported, and if not, identify what additional services can be proposed.Work with customer and Motorola 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 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 the stated on-time contract renewal goals.Additional Responsibilities:
Understanding of Motorola Solutions products and services.Understanding of Oracle/Services lifecycle tool.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.Goal oriented, self-starter with skills and ability to successfully market and manage service support contracts for Project 25 and related wireless technologies.Sales skills and abilities in establishing customer relationships, making presentations, and closing service support sales opportunities.Must be capable of learning service products, putting together creative proposals, making customer presentations, and forming collaborative strategies with other Motorola Sales and Support professionals and teams.Knowledge and experience utilizing Google and Microsoft business software (e.g Outlook, Word, Excel, PowerPoint) is required.Basic Requirements
5+ years of experience in one of the following: Lifecycle Service Account Management, Sales, Systems Implementation, Integration, LMR Sales, LMR Engineering, Customer Support, Customer Account Management, or Technical Services Sales.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
NonePosition Type
ExperiencedReferral Payment Plan
YesOur U.S. Benefits include:
Incentive Bonus PlansMedical, Dental, Vision benefits401K with Company Match9 Paid HolidaysGenerous Paid Time Off PackagesEmployee Stock Purchase PlanPaid Parental & Family Leaveand more!EEO Statement
Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.
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