Associate Customer Support Manager - Georgia
At Motorola Solutions, we believe that everything starts with safety. It’s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.
As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.
At Motorola Solutions, we’re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.
In the Government and Public Safety Division at Motorola Solutions, we develop and provide industry leading radio communication systems for Police, Fire, Emergency Services and other government agencies including transportation, energy, and more!
We help firefighters see around buildings and police officers see around street corners. We make supply chains visible to retailers and entire power grids visible to utility workers. We provide the situational awareness first responders need when a moment brings catastrophe. And we help companies deliver shipments at the moment they're promised.
We do this by connecting them to seamless communication networks, applications and services, by providing them with real-time information, and by arming them with intuitive, nearly indestructible handheld devices.
The primary responsibility of the Associate Customer Support Manager (ACSM) is to effectively and efficiently manage the Lifecycle Service (LCS) business for their assigned customer contracts and ensure customer satisfaction with Motorola Solutions Public Safety Customers. The LCS business is a combination of forecasting, proposing new services, contract renewals and building relationships with customers and subcontractors. Ensuring customer satisfaction involves proper 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 ACSM will become involved and find a solution.
Duties and Responsibilities:
The ACSM is responsible for the overall success and relationship between the Customer’s Operation, Motorola Solutions Subcontractors, and Motorola Solutions.
Key Responsibilities include:
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 the 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 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 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 Solutions Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
As a part of this process, the ACSM 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, Customer Support Plan updates, 3rd party vendor pricing updates/changes, Installation Agreements (write-up, obtain PO, and manage)
Lead and manage the coordination of various change request responses and implement approved changes.
Oversee the Change Implementation into Service Delivery Operations in coordination with customers.
Work with customers to up-sell/cross-sell
Participate in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets, and Installs.
Achieve on time contract renewal goals and services growth goals for assigned contracts.
Associates Degree and 2+ years of experience OR 4+ years of experience in one of the following fields: Customer Support, Customer Services, Systems Management, Account Management, Information Technology, Government, Military, Public Safety, Mission Critical Technology or Wireless Communications.
Referral Payment Plan
Our U.S. Benefits include:
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 9 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
- and more!
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.