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 OverviewMotorola Solutions is a global leader in professional mobile communications, renowned for its heritage of technological innovation and extensive installed systems worldwide. Our core focus is implementing mission-critical digital mobile communication systems for Enterprise customers.
This new and exciting opportunity is within Customer Support Management, where we are committed to consistently offering the very best service to our valued customers. Our people are vital, serving on the front lines to build strong, long-term business relationships and promote our products and services. We pride ourselves on our knowledge, expertise, and problem-solving capabilities. This specific role will support our Enterprise customers across the United States and Canada.Job Description
The Customer Support Manager (CSM) provides intense and appropriate customer focus and satisfaction during the delivery of Motorola's Lifecycle Service products.
Manage Enterprise contracts with responsibility for the successful delivery of service products for Enterprise customers.
Manage the relations with external partners responsible for delivering service products to customers, is responsible for contract renewals, proposals, accurate forecasting, development of statements of work, and meeting P&L and receivables goals, overseeing contract P&L performance including meeting service billing and cost performance goals.
Responsible for marketing sophisticated/integrated service programs to multiple layers within customer organizations and works closely with the direct and indirect sales teams.
Responsible for the development of service account plans and profiles, goals and strategies within assigned accounts.
There is a major emphasis on developing customer relationships that will position Motorola for Service growth throughout the designated customer base.
The CSM must be willing to travel throughout the designated region and meet with customers face to face on a regular and ongoing cadence.
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
Engage as needed in the case management process to ensure proper service delivery
Assist partners, vendors, and customers 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 documentation remain up to date and relevant
Manage third party vendors
Manage contract change management
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.
The 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 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
Able to communicate with customer IT personnel regarding WLAN and wired infrastructures.
Candidate Requirements:
Must be a U.S. citizen with ability to obtain necessary security clearance as required by customer contracts.
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Must reside within a commutable distance to a major metro... For full info follow application link.
Motorola Solutions is an Equal Opportunity Employer committed to no discrimination because of race, color, creed, marital status, age, religion, sex, national origin, citizenship, sexual orientation, gender identity or expression, genetic information, disability, protected veteran, or any other legally protected characteristic.
