Associate Customer Support Manager

🔥 0 minutes ago

🐻 Alaska, California, +5 more states – Remote

🐻 Alaska – Remote 🏄 California – Remote 🌺 Hawaii – Remote 🥔 Idaho – Remote 🦬 Montana – Remote 🌲 Oregon – Remote ☕ Washington – Remote

💵 $75k - $95k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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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

• Provide customers a single point of contact for customer management and ensure service delivery and SLA compliance • Discuss customer concerns and drive corrective actions to closure • Manage service scope and ensure customers understand service deliverables and obligations • Ensure timely reporting required by services contracts • Manage subcontractor deliverables and adherence to agreed scope and outcomes • Manage product quality issues and participate in case management • Assist partners and vendors with payment and billing issues • Identify and implement service-quality and best-practice improvements • Maintain operational documentation • Manage third-party vendors and contract change management • Assist with Manufacturer Representative-assigned service contracts • Coordinate with Service Contract and Software Operations for contract loading, renewals, and change orders • Gather and provide Booking Packages for contract loading • Partner with Program Managers to transition projects from implementation to warranty support and service delivery • Document customer support/service expectations and processes • Create and update Customer Support Plans • Create customer and service-provider Statements of Work • Execute contract documents and obtain customer purchase orders • Manage renewals for assigned lower-complexity service agreements • Coordinate variation and change-request responses and implementation • Oversee approved changes in service-delivery operations • Work with customers on up-sell and cross-sell opportunities • Participate in revenue and margin forecasting • Achieve contract-renewal and services-growth goals

🎯 Requirements

• Bachelor's degree OR 2+ years of experience in customer service, customer support, sales support, account management, Motorola services, IT, project management, military experience, or public safety experience • Experience with Salesforce • Basic financial acumen • Computer skills (i.e. MS Office Suite and the Google Suite) • Customer Satisfaction mindset • Understanding of Oracle / Services Lifecycle tool and Excel is preferred • Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures is preferred • Strong command of communication skills, both oral and written • Ability to communicate with customer IT personnel regarding WLAN and wired infrastructures • Must be able to obtain background clearance as required by government customer(s) • Must reside in California, Oregon, Washington, Idaho, Montana, Alaska, or Hawaii • Legal authorization to work in the U.S. indefinitely is required • Employer work permit sponsorship is not available • Ability to travel 25% around California and for training purposes; travel requirements 25–50%

🏖️ 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