Vesta Customer Support Manager (TX Remote)

Motorola Solutions is a global community focused on enhancing safety through technology. The Vesta Customer Support Manager is responsible for managing customer service contracts and relationships for Vesta 911 call handling, ensuring contractual obligations are met and driving resources to resolve complex issues.

Responsibilities:

• Work in collaboration with Sales, Product, Engineering, Deployment, and CMSO Support teams throughout the customer engagement
• Accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, and escalation management
• Exercise judgment in selection methods and techniques for obtaining solutions
• Ensure best practices are being adhered to within the customer's environment
• Deliver consistent service levels by exceeding customer expectations and managing customer escalations
• Facilitate life-cycle management of upgrades, technical service bulletins and system changes
• Maintain awareness of all complex service matters including technical solutions implementations and activities
• Report on technical performance, and providing reviews of relevant service requests open within a customer's environment
• Ability to explain technical problems and solutions to internal stakeholders and customers
• Ensure effective coordination and support between account teams and supporting technical resources
• Build value-added relationships within the domain of the account to become the trusted technical advisor to the customer
• Manage escalated situations through leadership and customer relationship knowledge and by assisting the technical teams in critical situations

Requirements:

• High School diploma, Bachelor's Degree, OR 3+ years of experience in one of the following: Technical Customer Support, 911 Centers, or Public Safety required
• Must be able to obtain a background clearance as required by our government customers
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position
• 3+ years of experience working in a Customer Service/Customer Support environment preferred
• Understanding of Motorola Solutions products and services with a particular focus on VESTA 9-1-1 preferred
• Understanding of ServiceNow ticketing tools
• Understanding of the Google software suite
• Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures
• Ability to communicate with customer personnel regarding the operation and support of the Motorola Products deployed
• Exhibit strong ownership and follow through; own the customer's issue and drive resolution to ensure the customer is satisfied with the end result
• Exceptional interpersonal skills required
• Strong determination in the face of challenges. Our customers count on dependable, reliable support
• Strong verbal and written communication skills
• Must have strong organizational skills and the ability to handle multiple tasks. Effective time management skills required
• Proficient computer skills with emphasis on windows based applications
• Customer focused; detail orientated individual
• Ability to maintain a positive attitude in a high stress/at times confrontational situations
• Focused individual who understands the value of excellent customer service and the impact to business if customers are not properly supported
• Confident individual who exceeds at responsibility and accountability
• Demonstrates a high degree of drive and determination; willing to go the extra mile to provide outstanding customer service
• Adaptive and flexible individual who is willing to learn and make recommendations for improvements
• Ability to work and make decisions with minimal supervision