Customer Support Manager

🕒 Yesterday

⛰️ Colorado, Wyoming – Remote

⛰️ Colorado – Remote 🦬 Wyoming – Remote

💵 $70k - $85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

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Motorola Solutions

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1928

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Motorola Solutions is a company that provides a comprehensive safety and security ecosystem, offering technology solutions to protect people, property, and places. The company specializes in critical communications, video security systems, command center solutions, and managed & support services. Their products include mission-critical P25 radios, professional DMR radios, broadband devices, and video security systems powered by AI analytics. Motorola Solutions serves various industries, including public safety, education, healthcare, law enforcement, and more, with a focus on enhancing operational efficiency and response in critical situations. They are committed to delivering solutions that help their customers stay connected, communicate clearly, and act with certainty in the harshest conditions.

📋 Description

• Manage the Lifecycle Service business for assigned customer contracts in Wyoming and Colorado • Serve as the primary customer management contact and ensure seamless service delivery and SLA compliance • Address customer concerns and drive corrective action plans to resolution • Manage contract scopes of service and provide reporting required by service agreements • Facilitate transitions from project implementation to warranty support and service delivery • Develop and maintain Customer Support Plans with customers and field teams • Identify up-sell and cross-sell opportunities • Oversee subcontractor and third-party vendor deliverables, scope adherence, and service outcomes • Manage product quality issues and participate in case management • Support payment and billing issue resolution • Manage service contract renewals, Installation Agreements, purchase orders, change requests, and contract change management • Partner with Service Contract and Subscription Operations on contract loading, renewals, and change orders • Gather and submit Booking Packages for contract loading • Implement process improvements and maintain accurate operational and account documentation • Participate in revenue and margin forecasting • Achieve on-time contract renewal and service revenue growth targets • Assist team members with assigned service contracts during peak workloads

🎯 Requirements

• 3+ years of experience in Lifecycle Service Account Management, Sales, Customer Service, Systems Implementation, Integration, LMR Sales, LMR Engineering, Customer Support, Cyber Security, Customer Account Management, Project Management, Public Safety, Military, or Technical Services Sales • Basic understanding of cybersecurity principles • Hands-on experience with Salesforce • Strong written and verbal communication skills • Proficiency in Microsoft Office Suite • Basic financial acumen and business literacy • Strong customer-focused, service-oriented mindset • Ability to communicate effectively with customer IT personnel regarding WLAN and wired infrastructure • Must be able to obtain background clearance as required by government customer • Legal authorization to work in the U.S. indefinitely is required • Employer work permit sponsorship is not available • Preferably live in Wyoming or northern Colorado • Familiarity with Oracle/Services Lifecycle tools and advanced Excel capabilities preferred • Strong working knowledge of Customer Call Center and Network Operations Center (NOC) offerings and procedures preferred

🏖️ Benefits

• 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 • Referral Payment Plan • Minimal internal travel (10%–25%) • No relocation provided