Motorola Solutions

Company Overview

At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.

Department Overview

Job Description

The primary responsibility of the Customer Service Manager is to effectively and efficiently manage the Lifecycle Service (LCS) business for their assigned customer contracts and ensure customer satisfaction with Motorola Public Safety Support and Services. . The Customer Service Manager proposing focuses on building relationships with customers and subcontractors and ther experience with Motorola Solutions Support to foster contract renewals. Ensuring customer satisfaction involves proper support and service delivery and execution of service contracts. If any service is not being performed up to contracted specifications or a process is not producing the correct results, the Customer Service Manager will become involved and find a solution. The Customer Service Manager:

• 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 in the case management process to ensure proper service delivery.
• Work with customer, technical support and field teams to create and/or update existing Customer Support Plans (CSP)
• Work with customer and field teams to create and/or update existing Customer Support Plans (CSP)
• 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.

Qualifications:

• 3+ years customer service / support experience 
• Understanding of Motorola Solutions products and services with a particular focus on Emergency Call Handling Solutions
• Understanding of ServiceNow and/or Remedy ticketing tools 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 personnel regarding the operation and support of the Motorola Products deployed
• Exhibit strong ownership and follow through; own the customer’s issue and drive the resolution to ensure the customer is satisfied with the end result
• Exceptional interpersonal skills required
• Strong determination in the face of challenges. Our customer’s count on dependable, reliable support
• Strong verbal and written communication skills
• Must have strong organizational skills and the ability to handle multiple tasks. Effective time management skills required
• Proficient computer skills with emphasis on windows based applications
• Customer focused; detail orientated individual
• Ability to maintain a positive attitude in a high stress/at times confrontational situations
• Focused individual who understands the value of excellent customer service and the impact to business if customers are not properly supported
• Confident individual who is willing to assume responsibility
• Demonstrates a high degree of drive and determination; willing to go the extra mile to provide outstanding customer service
• Adaptive and flexible individual who is willing to learn and make recommendations for improvements
• Ability to work and make decisions with minimal supervision

Desired Experience/Qualifications:

• Bachelor's Degree
• ITIL Foundation Certification or Experienced with ITIL environment

Basic Requirements

• 3+ years customer service / support experience 

Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan

EEO Statement

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

If you are a current Motorola Solutions employee, please click this link to apply through your Workday account.