Senior Customer Support Manager

🕒 June 9

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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 and maintain services scope as per services contract and ensure customers understand their obligations in regard to service deliverables • 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 • 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

🎯 Requirements

• 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 have excellent interpersonal communication and presentation skills with the ability to relate to internal and external stakeholders • Strong Computer skills (i.e., MS Office, Google Suite) • Analytical mindset: Able to solve complex problems and situations • Understanding of ITIL processes • Strong working knowledge of the Customer Call Center and the 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 customer’s future needs • Understanding of Oracle / Services Lifecycle tools • Understanding of Distributed Telecommunications systems

🏖️ Benefits

• None specified