Customer Support Manager – Team Lead

🔥 0 minutes ago

🌲 North Carolina, South Carolina – Remote

🌲 North Carolina – Remote 🌴 South Carolina – Remote

💵 $100k - $115k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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

• Execute all aspects of the Managed & Support Services business for the assigned territory • Manage and sustain mission-critical customer communications system contracts • Lead the Customer Support Manager organization, including hiring, onboarding, coaching, performance management, and rewards planning • Oversee daily operations, annual planning, revenue forecasting, cost management, customer satisfaction, and M&S services activities • Execute service, installation, maintenance, repair depot, and system upgrade agreements • Serve as the customer’s single point of contact and ensure service delivery and SLA compliance • Address customer concerns and drive corrective actions to closure • Manage contract scope, customer obligations, reporting, subcontractor deliverables, vendors, billing issues, escalations, and contract changes • Identify and implement service quality and best-practice improvements • Support contract loading, renewals, change orders, booking packages, customer support plans, statements of work, purchase orders, and above-contract services • Coordinate transitions from project implementation to warranty support and service delivery • Manage renewals, upsell/cross-sell opportunities, change requests, revenue recognition, margin forecasting, and maintenance agreements • Achieve on-time renewal rates and annual services growth goals

🎯 Requirements

• Bachelor's degree OR 4+ years of professional experience in people management, customer service/support, sales support, account management, or public safety • Foundational financial acumen • Strong verbal and written communication skills • Strong relationship management and interpersonal skills • Proficiency in Google Workspace • In-depth knowledge of Motorola Solutions products and services • Ability to engage effectively with customer IT personnel regarding WLAN and wired infrastructure • Must reside within a commutable distance to a major metro airport • Must live in the T4 East territory: North Carolina, South Carolina, or Georgia • Willing and able to travel up to 25%-50% of the time based on customer needs • Current, valid driver's license, passport, and clean driving record • Must be a U.S. citizen with ability to obtain necessary security clearance as required by customer contracts • Legal authorization to work in the U.S. indefinitely; employer work permit sponsorship is not available • Bachelor's degree OR 4+ years of experience in Motorola Solutions products, customer service, customer support, people management, sales support, account management, or public safety experience

🏖️ 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