Senior Customer Support Manager

7 days ago

San Diego, California, United States Motorola Solutions Full time
Job Description

Job Title: Senior Customer Support Manager

Job Summary:

The Senior Customer Support Manager is responsible for managing the lifecycle service business for assigned customer contracts and ensuring customer satisfaction with Motorola Solutions Public Safety Customers. This role requires strong leadership and communication skills to effectively manage relationships with customers, subcontractors, and internal teams.

Key Responsibilities:

  • Manage and maintain services scope as per services contract and ensure customers understand their obligations in regard to service deliverables.
  • 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 (FSB's).
  • Engage 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 with the management of the MR assigned service contracts.
  • Work with the Service Contract and Software 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 Solutions Program Manager (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 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.
  • 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 customers.
  • 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.

Requirements:

  • Bachelor's degree or 3+ years of experience in customer service, customer support, sales support, account management, Motorola services or public safety experience.
  • Legal authorization to work in the U.S. indefinitely is required.
  • Must be able to obtain background clearance as required by government customer.
  • 25-50% travel required.

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