Associate Customer Support Manager - NC/SC

Motorola Solutions is a global leader in communication technologies dedicated to keeping people safer. The Associate Customer Support Manager will manage the Managed and Support Services business for assigned customer contracts, ensuring customer satisfaction and effective service delivery.

Responsibilities:

• The aCSM is responsible for the overall success and relationship between the Customer’s Operation, Subcontractors, and Motorola Solutions
• 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 via Motorola Technical Notices (MTN)
• 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
• Assist Senior CSM’s with management of the MR assigned service contracts
• Work with Service Contract and Subscription Operations (SCSO) for contract loading, renewals, and service contract change order requests
• Gather and provide Booking Packages to SCSO for contract loading
• Work closely with the Motorola Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery. As a part of this process, the Associate CSM ensures that there are clearly documented support/service expectations and processes for the customer. They seek to understand customer expectations and needs to ensure that their operational requirements are identified, properly supported, and if not what additional services can be proposed
• Work with customer and field teams to create and/or update existing Customer Support Plans (CSP)
• Create customer and service provider Statements of Works
• Execute contract documents and obtain customer purchase orders
• Manage the service contract renewal process for all assigned lower complexity service agreements; including but not limited to customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates / changes, Installation Agreements (write-up, obtain PO, and manage)
• Lead and manage the coordination of variation and other change request response and implementation of approved changes
• Oversee the change implementation into service delivery operations in coordination with Customer
• Work with customers on up-sell / cross-sell opportunities
• Participate in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets (WT), and Install Agreements (IAs)
• Achieve on time renewal rates for assigned contracts
• Achieve stated services growth goal for assigned contracts
• Assist with cutting Purchase Orders to third party vendors for the territory
• Assist with Installation Agreements to gather forecast updates
• Monitoring PSA renewals
• Loading contracts in Motorola's quoting system (Q2SC/R12)
• Work on quotes with 3rd party vendors to assist service team
• Work on internal quoting efforts with Vesta, Call Works, Avtec, etc
• Managing shop Preventative Maintenance scheduling across the territory
• Assist with Work ticket submissions
• Investigating and assisting with invoice and billing issues

Requirements:

• 2+ years of experience in one of the following: customer service, sales, account management, customer support experience, systems management, project coordination, contract management, military experience or Motorola experience