Customer Support Manager – Silent Sentinel

🕒 May 22

🐊 Florida, Illinois, +1 more states – Remote

🐊 Florida – Remote 🌽 Illinois – Remote 🤠 Texas – Remote

💵 $90k - $100k / 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

🔐 Security

📡 Telecommunications

🏢 Enterprise

Security • Telecommunications • Enterprise

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 Silent Sentinel Fixed Video Service business effectively and efficiently. • 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-contractors deliverables and adherence to agreed scope and outcomes. • Manage product quality issues as needed. • 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 documentations remain up to date and relevant. • Manage third party vendors as needed. • Manage contract change management as needed. • Work closely with the Motorola Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery. • 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.

🎯 Requirements

• 3+ years of experience working in Customer Service or Customer Support preferred. • Basic financial skills • Strong computer skills (I.e. MS Office suite) • LMR Sales, LMR Engineering, and Lifecycle skills preferred. • Understanding of Motorola Solutions products and services • Understanding of Oracle / Services Lifecycle tool and Excel. • Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures. • Strong command of communication skills, both oral and written.

🏖️ 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