Customer Support Manager Team Lead

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department OverviewAt Motorola Solutions, we help people be their best in the moments that matter. We help firefighters see around buildings and police officers see around street corners. Our work is very meaningful, impactful, and cutting edge and we invite you to explore it.
Motorola Solutions is a world leader in the field of professional mobile communications systems with an impressive heritage of technological innovations and a global base of installed systems. The group's main business is the implementation of mission-critical digital mobile communication systems for Enterprise Markets customers.
Job Description

The Customer Support Manager Team Lead is responsible for the execution of all aspects of the Managed & Support (M&S) Services business for the Enterprise Markets  located throughout North America. Through the management of the Managed & Support (M&S) Services business, the CSM Team Lead is accountable for the sustainment and management of all mission critical customer communications system contracts. Success is measured in terms of customer satisfaction, revenue growth, and gross margin performance.

The primary responsibility of the Customer Support Manager (CSM) is to effectively and efficiently manage the Managed & Support (M&S) Services business for their assigned customer contracts and ensure customer satisfaction with Motorola Public Safety Customers. The CSM Team Lead is responsible for the overall success of and relationship between the Customer’s Operation, Motorola Subcontractors, and Motorola Solutions. The M&S Services business is a combination of forecasting, proposing new services and contract renewals and building relationships with customers and subcontractors. Ensuring customer satisfaction involves proper delivery and execution of service contracts and services. If any service is not being performed up to contracted specifications or a process is not producing the correct results, the CSM &/or CSM Team Lead will become involved and find a solution.
Duties and Responsibilities:
The CSM Team Lead is responsible for the overall management and success of each CSM and the relationships within assigned Customer accounts, service partners, third party vendors, and Motorola Solutions key work partners in North America.
Key responsibilities include:

• 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

Specific Knowledge/Skills:

• 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.

Candidate Requirements:

• 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).

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Target Base Salary Range: $100,000 - $120,000 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. 

Basic Requirements

• 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

Travel Requirements10-25%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

Our U.S. Benefits include:

• 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

• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.