Customer Support Manager

1 week ago


Chicago, Illinois, United States Motorola Solutions Full time
Job Title: Customer Support Manager

At Motorola Solutions, we're committed to helping people be their best in the moments that matter. As a Customer Support Manager, 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 Lifecycle Service (LCS) business for assigned customer contracts, ensuring customer satisfaction with Motorola Public Safety Customers. This involves forecasting, proposing new services and contract renewals, building relationships with customers and subcontractors, and delivering services that meet or exceed customer expectations.

Key Responsibilities:
  • Provide customers with 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 customers receive appropriate and timely reporting as required by the Services Contract.
  • Manage subcontractors' deliverables and adherence to agreed scope and outcomes.
  • Manage product quality issues as needed (FSB's).
  • 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.
  • 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 Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
Requirements:
  • Bachelor's Degree or 3+ years of experience in customer service, customer support, sales support, account management, sales, or public safety.
  • Must be a US Citizen with the ability to obtain background clearance as required by government customers.
  • Travel Requirements: 25-50%
  • Relocation Provided: None
Benefits:
  • 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

Motorola Solutions is an Equal Opportunity Employer. We are 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 ohr@motorolasolutions.com.



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