Senior Customer Support Manager – System Manager

🔥 13 hours ago

🇨🇦 Canada – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 assigned customer contracts and ensure customer satisfaction for Motorola Public Safety customers • Forecast, propose new services, renew contracts, and build relationships with customers and subcontractors • Serve as the single point of contact for customer management • Ensure service delivery and Service Level Agreement compliance • Discuss customer concerns and drive corrective actions to closure • Manage service scope, customer obligations, subcontractor deliverables, and third-party vendors • Ensure timely customer reporting and maintain operational documentation • Manage product quality issues, case management, billing/payment issues, and contract changes • Identify and implement service-quality improvements and best practices • Coordinate contract loading, renewals, and service contract change-order requests with the National Support Service team • Coordinate transition from project implementation to warranty support and service delivery with the Motorola Program Manager • Create and update Customer Support Plans • Create Statements of Work, execute contract documents, obtain customer purchase orders, and manage Installation Agreements • Lead variation and change-request responses and oversee approved change implementation • Work with customers on up-sell and cross-sell opportunities • Participate in revenue and margin forecasting for maintenance agreements, work tickets, and installations • Achieve contract renewal and services growth goals

🎯 Requirements

• Candidates must reside in Quebec, Canada • 3+ years of experience in Lifecycle Services, Account Management, Management, Customer Service, Sales, Systems Implementation, Integration, LMR Sales, LMR Engineering, Customer Support, Customer Account Management, Project Management, Public Safety, Military, or Technical Services Sales • Must be able to obtain background clearance as required by government customer • Must be willing to travel throughout the designated region 25-50% of the time • Excellent interpersonal communication and presentation skills • Commercial awareness and ability to develop current accounts and identify new business opportunities • Strong computer skills, including MS Office and Google Suite • Self-motivated team player able to work effectively with general guidance toward objectives • Analytical mindset and ability to solve complex problems and situations • Understanding of ITIL processes • Strong working knowledge of Customer Call Center and Network Operations Center offerings and procedures • Ability to communicate with customer IT personnel regarding WLAN and wired infrastructures • General understanding of communications industry trends and their impact on customers’ future needs • Understanding of Oracle / Services Lifecycle tools • Understanding of distributed telecommunications systems • Ideally able to perform responsibilities in both English and French

🏖️ Benefits

• Equal Opportunity Employer • Inclusive and accessible recruiting experience • Reasonable workplace accommodations for candidates with disabilities or health conditions • Referral Payment Plan: Yes