VESTA Customer Support Manager - Northeast Region

Avigilon Corporation

Avigilon Corporation

Customer Service
Maryland, USA · Remote
Posted on Wednesday, November 15, 2023

Company Overview

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.

Department Overview

It’s not just about having the right technology, it’s about achieving peak performance. Motorola Solutions has served as a trusted partner to government agencies and enterprises worldwide for more than 90 years. Our years of leadership, innovation and experience managing and supporting hundreds of networks in more than 100 countries help answer the challenges of mission critical operations – ensure continuity, enhance productivity and reduce risk – helping achieve peak performance. When every second counts and performance reliability is a must – we are ready and able to serve today, tomorrow and into the future.

Our people are on the front lines of our organization, building strong, long term business relationships and promoting our products and services to our valued customers. The Customer Support Management team offers and delivers the very best service to our customers, always. We pride ourselves on our knowledge, expertise and ability to solve mission critical problems. This exciting new opportunity is supporting State & Local governments in the Northeast/Mid Atlantic area.

Job Description

If you have passion and an internal drive to succeed, can self motivate and want to be part of a global organization that truly makes a difference, then we want to hear from you. This position is field based - you will work from a home office and participate in team meetings or travel as needed, therefore it is essential that you live within the territory to be considered. The VESTA CSM must be willing to travel throughout the designated region. In return we offer excellent rates of pay and benefits as well as a collaborative and rewarding working environment where we never stop learning.

  • The Customer Support Manager (CSM) provides intense and appropriate customer focus and satisfaction during the delivery of Motorola’s Lifecycle Service products.

  • The CSM manages government contracts with responsibility for successful delivery of Service products for Local government customers.

  • The CSM works with the SCSO (Billing team) for VESTA contract loading and all related support, works directly with sales, finance, pricing and & profitability, etc.

  • Coordinate on-site activities with the shops and the Field Service Organization for all field activities.

  • Provide dedicated technical support for all VESTA issues, work with key partners through resolutions and deliver constant communication throughout the process.

  • Manages the relations with external partners responsible for delivering Service products to customers.

  • Complete contract renewals for VESTA services only, and/or work with the CSM for combined contracts.

  • Improvement of the entire VESTA process as it relates to M&S (Quoting, SOW review/writing, shop/technician engagement, etc.)

  • Responsible for contract renewals, proposals, accurate forecasting, development of Statements of Work, and meeting P&L and receivables goals.

  • Oversee 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.

  • The CSM is responsible for the development of service account plans and profiles, goals and strategies within assigned accounts. Major emphasis includes developing customer relationships that will position Motorola for service growth throughout the designated customer base.

  • Continue compliance with Governmental and Motorola contracting requirements and procedures.

Additional Skills:

  • A solid working knowledge of Microsoft and Google applications

  • Experienced in Customer Account Management within a highly technical environment

  • Knowledge of Motorola RF radio systems, NG911 products and services would be an advantage


Basic Requirements

  • 5+ years experience in one of the following: Customer Support, Systems Management, Account Management, Field Support or Sales Support.

  • Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

Under 25%

Relocation Provided


Position Type


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!

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.