Software Support Manager

2 weeks ago

Chicago, Illinois, United States Motorola Solutions Full time
Job Description

The Software Support Manager will be responsible for effectively managing the Lifecycle Service (LCS) business for the City of Chicago and ensuring customer satisfaction with Motorola Public Safety Software Enterprise Support and Services. This role will focus on building relationships with the customer and customer advocates to foster customer satisfaction in their service and support.

Key Responsibilities:
  • Provide the City of Chicago with a single point of contact for Software Enterprise Support to ensure service delivery and Service Level Agreements (SLA) compliance.
  • Work with the City of Chicago to discuss concerns and drive corrective actions to closure.
  • Manage and maintain services scope as per services contract and ensure customer understands their obligations regarding service deliverables.
  • Ensure that Customers receive appropriate and timely reporting on reported software issues.
  • Manage product quality issues as needed.
  • Engage in the case management process to ensure proper service delivery.
  • Lead and manage the coordination of change requests; managing the response and implementation of approved changes.
  • Oversee the change implementation into service delivery operations in coordination with the Customer.
  • Manage the daily delivery of the contracted services.
  • Proactively manage the service's life cycle, upgrades and/or updates.
Requirements:
  • 3+ years customer service/support experience.
  • Understanding of Motorola Solutions products and services with a particular focus on VESTA 9-1-1.
  • Understanding of ServiceNow ticketing tools and Excel.
  • Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures.
  • Strong command of communication skills, both oral and written.
  • Ability to communicate with customer personnel regarding the operation and support of the Motorola Products deployed.
  • Exhibit strong ownership and follow through; own the customer's issue and drive the resolution to ensure the customer is satisfied with the end result.
  • Exceptional interpersonal skills required.
  • Strong determination in the face of challenges. Our customer's count on dependable, reliable support.
  • Strong verbal and written communication skills.
  • Must have strong organizational skills and the ability to handle multiple tasks. Effective time management skills required.
  • Proficient computer skills with emphasis on windows based applications.
  • Customer focused; detail oriented individual.
  • Ability to maintain a positive attitude in a high stress/at times confrontational situations.
  • Focused individual who understands the value of excellent customer service and the impact to business if customers are not properly supported.
  • Confident individual who is willing to assume responsibility.
  • Demonstrates a high degree of drive and determination; willing to go the extra mile to provide outstanding customer service.
  • Adaptive and flexible individual who is willing to learn and make recommendations for improvements.
  • Ability to work and make decisions with minimal supervision.
Basic Requirements:
  • Bachelor's Degree OR 5+ years of experience in technical customer support.
  • Must be able to obtain background clearance as required by government customer.
  • Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

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