Motorola Solutions

Associate Customer Support Manager

Motorola Solutions • $75K — $95K *
US-Anywhere
+ 3 other locationsRemote
Business Services
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree or 2+ years in customer service, support, sales, account management, Motorola services, IT, project management, military, or public safety experience.
  • Must be able to obtain background clearance as required by government clients.
  • Legal authorization to work in the U.S. indefinitely is needed.
  • Excellent communication skills, both verbal and written.
  • Proficiency with Salesforce, MS Office, and Google Suite.

Responsibilities

  • Act as the primary contact for customers, ensuring service delivery and SLA compliance.
  • Drive resolution of customer concerns and implement corrective actions.
  • Manage service scope and ensure customer awareness of contractual obligations.
  • Oversee timely reporting required by Services Contract.
  • Coordinate with sub-contractors to ensure deliverables are met and maintained.

Benefits

  • Incentive Bonus Plans
  • Medical, Dental, Vision benefits
  • 401K with Company Match
  • 10 Paid Holidays
  • Generous Paid Time Off Packages
  • Employee Stock Purchase Plan
  • Paid Parental & Family Leave and more!
Full Job Description
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 95 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.
Job Description

The ACSM is responsible for the overall success of and the relationship between the Customer's Operation, Motorola Subcontractors, and Motorola Solutions within the T8 Territory which includes the following states: California, Oregon, Washington, Idaho, Montana, Alaska, Hawaii. Preferences will be given to candidates located in the state of California.

Key responsibilities include:
  • 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-contractor's deliverables and adherence to agreed scope and outcomes.
  • Manage product quality issues as needed (FSBs)
  • 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 documentation remains up-to-date and relevant.
  • Manage third-party vendors as needed.
  • Manage contract change management as needed.
  • Assist with the management of the Manufacturer Representative 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.
  • As a part of this process, the ACSM ensures that there are clearly documented support/service expectations and processes for the customer. They seek to understand customer expectations and needs to ensure that their operational requirements are identified, and properly supported, and if not what additional services can be proposed.
  • 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 (write-up, obtain PO, and manage)
  • Lead and manage the coordination of variation and other change request responses 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 the stated on-time contract renewal goal
  • Achieve stated services growth goal for assigned contracts


Specific Knowledge/Skills:
  • Experience with Salesforce
  • Basic financial acumen
  • Computer skills (i.e. MS Office Suite and the Google Suite)
  • Customer Satisfaction mindset
  • Understanding of Oracle / Services Lifecycle tool and Excel is preferred
  • Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures is preferred
  • Strong command of communication skills, both oral and written
  • Ability to communicate with customer IT personnel regarding WLAN and wired infrastructures.


Candidate Requirements:
  • Must be able to obtain background clearance as required by government customer(s)
  • The ACSM MUST reside in one of the following states: California, Oregon, Washington, Idaho, Montana, Alaska, Hawaii. Preferences will be given to candidates located in the state of California.
  • The ACSM role requires 25% travel around the state of California and for training purposes.


#LI-CC1

Target Base Salary Range: $75,000 - $95,000 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

Basic Requirements
  • Bachelor's degree OR 2+ years of experience in one of the following: customer service, customer support, sales support, account management, Motorola services, IT, project management, military experience, or public safety experience
  • Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements
25-50%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
Yes

Our U.S. Benefits include:
  • Incentive Bonus Plans
  • Medical, Dental, Vision benefits
  • 401K with Company Match
  • 10 Paid Holidays
  • Generous Paid Time Off Packages
  • Employee Stock Purchase Plan
  • Paid Parental & Family Leave
  • and more!


About Motorola Solutions

Motorola provides products, technologies, and services for mobile, wireline digital communication, information, and entertainment applications. Its product portfolio includes smartphones operating on the Android operating system, feature phones, media tablet devices, wireless accessories, and more. Its range of smartphone products includes the Moto X first generation, Moto X second generation, Moto G first generation, Moto G second generation, and more. It is also the manufacturer of Moto 360, a smartwatch that provides services such as notifications, updates, and other related features. It also provides monitors, cordless phones, applications, and accessories such as cases, wireless headsets, wireless speakers, and more. In addition, it provides multimedia content, including video, voice, messaging, and cloud-based and Internet-based applications and services to multiple screens such as mobile devices, televisions, media tablets, and personal computers. Its Medios service platform enables service providers to deliver content on devices. Motorola is based in Chicago, Illinois. It primarily sells its products in the United States, China, Brazil, and Singapore. Motorola currently operates as a subsidiary of Google Inc.

Motorola Solutions Careers

Join the dynamic team at Motorola Solutions today and be part of a company renowned for its relentless innovation, leadership in technology, and a commitment to professional excellence. As a global leader in communications and electronics, Motorola Solutions offers unparalleled job opportunities designed to empower your career growth and development. Work You’ll Do At Motorola Solutions, you will collaborate with a diverse team of experts who are at the forefront of technological innovation and public safety solutions. Our work impacts lives, ensuring safety and security for communities around the world. You will be part of a culture that values diversity, equity, and inclusion, and where every team member’s contribution is valued. Lead in Innovation and Technology Motorola Solutions is not just about radios and hardware; we are at the cutting edge of software solutions, AI, and data analytics. By joining our team, you will work on groundbreaking projects that redefine how public safety communicates in the digital age. Your work will help develop smart solutions that keep people safe and businesses thriving. Grow Your Career With Motorola Solutions, your career trajectory is boundless. We offer a variety of professional development and leadership training programs to help you hone your skills and advance within the company. From internships to full-time positions, Motorola Solutions is committed to nurturing talent and fostering an environment where innovation thrives. Benefits and Culture Our employees enjoy a competitive package of benefits that supports their life and well-being. These include health, vision, and dental insurance, employee assistance programs, and flexible working arrangements. At Motorola Solutions, we believe in maintaining a work-life balance that fosters both personal and professional growth. Join Our Team Explore the numerous employment opportunities at Motorola Solutions. Whether you are a seasoned professional or a recent graduate, we have positions ranging from engineering to marketing, sales to project management. We are hiring individuals who are passionate, curious, and ready to drive change. Networking and Professional Development Motorola Solutions values networking and connections within the industry. We encourage our employees to engage in various professional groups and forums to enhance their networking skills and industry knowledge. This engagement is pivotal in fostering a collaborative environment and sparking innovation within our teams. Internship Programs Our internship programs offer a robust introduction to the world of public safety solutions and communications technology. Interns at Motorola Solutions gain hands-on experience, working alongside seasoned professionals and participating in projects that make real-world impacts. Stay Connected Join the Motorola Solutions career community to stay updated on new job openings, company news, and industry developments. Tailor your job search with our career tools and get tips on crafting the perfect resume and acing your interview. Search Motorola Solutions Jobs Ready to start your journey with Motorola Solutions? Search open positions that match your skills and interests. We are looking for individuals who are driven, creative, and ready to make a difference. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at Motorola Solutions.
Learn more about Motorola Solutions
Size
18,700 employees
Market Cap
$42.7 billion
Industry
Telecommunications & Hardware
Net Income
$949 million
Founded
1928
5 Year Trend
+6.2%
Revenue
$7.4 billion
NASDAQ
MSI
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at Motorola Solutions

More Business Services Jobs

Find similar Associate Customer Support Manager jobs:

NationwideRemote