Customer Support Manager - Texas

Motorola Solutions is a global leader in professional mobile communications systems, dedicated to enhancing public safety. The Customer Support Manager will oversee the Lifecycle Service business for assigned contracts, ensuring customer satisfaction and effective service delivery to Motorola's Public Safety customers.

Responsibilities:

• 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 (FSB’S)
• 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 National System Service (NSS) for contract loading, renewals, and service contract change order requests
• Gather and provide Booking Packages to NSS 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
• Work with customer and field teams to create and/or update existing Customer Support Plans (CSP)
• Create customer and service provider Statements of Work
• 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
• Participate in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets, and Installs
• Achieve stated on time contract renewal goal
• Achieve stated services growth goal for assigned contracts

Requirements:

• Must reside in Texas or Oklahoma
• 25% travel required
• 5+ years customer service / support experience
• Basic financial acumen
• Computer skills (I.e. MS Office suite)
• Customer Satisfaction mindset
• Understanding of Motorola Solutions products and services
• Understanding of Oracle / Services Lifecycle tool and Excel
• Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures
• Strong command of communication skills, both oral and written
• Ability to communicate with customer IT personnel regarding WLAN and wired infrastructures
• H.S. Diploma or G.E.D. + 4+ years of related work experience
• Bachelors Degree
• 2+ years customer service and support experience, and/or systems management
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position
• Must be able to obtain background clearance as required by government customer