Customer Support Manager Team Lead

8 hours ago

Atlanta, Georgia, United States Motorola Solutions Full time
Job Title: Customer Support Manager Team Lead

At Motorola Solutions, we're committed to helping people be their best in the moments that matter. As a Customer Support Manager Team Lead, you'll play a critical role in ensuring our customers receive exceptional service and support.

Job Summary:

The primary responsibility of this role is to effectively manage the Managed & Support (M&S) Services business for assigned customer contracts, ensuring customer satisfaction with Motorola Public Safety Customers. You'll lead a team of Customer Support Managers, overseeing day-to-day operations, including revenue forecasting, cost management, customer satisfaction, and M&S services activities.

Key Responsibilities:
  • Lead the Managed & Support services organization, including hiring, onboarding, coaching, performance management, and rewards planning activities.
  • Oversee all day-to-day operations, including assigning plans, revenue forecasting, cost management, customer satisfaction, and M&S services activities.
  • 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 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.
  • 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.
  • Manage and assist with customer escalations.
  • Ensure all operational documentations remain up to date and relevant.
  • Manage third-party vendors as needed.
  • Manage contract change management as needed.
Requirements:
  • Bachelor's degree and 3+ years of experience OR 6+ years of experience in one of the following: people management, customer service, customer support, sales support, account management, or public safety experience.
  • Basic financial acumen.
  • Strong communication skills, both oral and written.
  • Strong computer skills (i.e., MS Office or G-suite).
  • Strong relationship management skills.
  • Knowledge of the Central Managed Services Organization's (CMSO) offerings and procedures.
  • Knowledge of Motorola Solutions products and services.
  • Customer Satisfaction mindset.
  • Ability to communicate with customer IT personnel regarding WLAN and wired infrastructures.
  • Must be able to obtain background clearance as required by government customer.
Work Environment:

This role requires over 50% travel and is based in the T4 East territory, which includes North Carolina, South Carolina, and Georgia.

Motorola Solutions is an Equal Opportunity Employer. We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email.

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