Customer Support Manager Team Lead

Motorola Solutions is a global leader in professional mobile communications systems, dedicated to enhancing safety through technology. The Customer Support Manager Team Lead is responsible for overseeing the Managed & Support Services business, ensuring customer satisfaction and effective service delivery across North America.

Responsibilities:

• Lead the Managed & Support services organization consisting of Customer Support Managers, which includes but not limited to accountability for hiring, onboarding, coaching, performance management, and rewards planning activities
• Oversees all day to day operations including assigning plan each year, revenue forecasting, cost management/containment, customer satisfaction, M&S services activities, in collaboration with the Sales team throughout the customer engagement
• Managed & Support (M&S) Services responsibilities include the executions of service agreements, installation agreements, above-contract maintenance work, repair depot agreements, and system upgrades
• 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 - i.e. 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
• Manage and assist with customer escalations
• 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 Contracts and Subscription Orders (SCSO) team 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 Project Managers (PM) to provide a smooth transition from project implementation to warranty support and service delivery
• 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
• Quote and sell above contract services via Installation Agreements (quote, obtain PO, process, and manage)
• Lead and manage the team’s coordination of any move, add, change, or delete within a customer’s contract via a Change Request
• Oversee the change implementation into service delivery operations in coordination with customer
• Work with customers on up-sell/cross-sell opportunities
• Participate in the accurate forecasting of revenue recognition and margin related to Maintenance Agreements, Warranty Wraps, Work Tickets, and Install Agreements
• Achieve On Time Renewal Rates (OTRR) for maintenance contracts
• Achieve stated services growth goal for the assigned plan each year

Requirements:

• Bachelor's degree and 3+ years experience OR 6+ years of experience in one of the following: people management, customer service, customer support, sales support, account management, or public safety experience
• Basic financial acumen
• Strong communication skills, both oral and written
• Strong computer skills (I.e. MS Office or G-suite)
• Strong relationship management skills
• Knowledge of the Central Managed Services Organization's (CMSO) offerings and procedures
• Knowledge of Motorola Solutions products and services
• Customer Satisfaction mindset
• Ability to communicate with customer IT personnel regarding WLAN and wired infrastructures
• Must reside within a commutable distance to a major metro airport
• Willingness to travel up to 25%+ of the time based on customer needs
• Must possess a current, valid driver's license and maintain a clean driving record
• Must be able to obtain and maintain background clearance as required by customer(s)
• Associates Degree OR 3+ years of experience in one of the following: Motorola Solutions products, customer service, customer support, people management, sales support, account management, or public safety experience
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position