Motorola Solutions

Customer Support Manager

Motorola Solutions • $85K — $99K *
US-Anywhere
+ 3 other locationsRemote
Education, Government & Non-Profit
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree or 3+ years in Lifecycle Services, Customer Management, or related fields.
  • Experience in managing government contracts and service delivery.
  • Ability to obtain necessary security clearance for government contracts.
  • Proven ability to develop strong customer relationships and service growth.
  • Legal authorization to work in the U.S. indefinitely, without sponsorship.

Responsibilities

  • Provide exceptional customer service for Motorola's Lifecycle Service products.
  • Manage government contracts and ensure service products are delivered successfully.
  • Oversee external partners to maintain P&L performance and contract compliance.
  • Develop service account plans and strategies tailored to customer needs.
  • Maintain communication with customers to resolve issues and drive action items to completion.
  • Regular face-to-face meetings with customers in designated Northeast region.
  • Work collaboratively with sales teams to market service programs effectively.

Benefits

  • Incentive bonus plans for performance rewards.
  • Comprehensive medical, dental, and vision coverage.
  • 401K plan with company matching contributions.
  • Generous paid time off and holiday packages.
  • Employee stock purchase options available.
  • Paid parental and family leave support.
  • Access to additional employee benefits and resources.
Full Job Description
Department Overview
Motorola Solutions is a global leader in professional mobile communications, renowned for its heritage of technological innovation and extensive installed systems worldwide. Our core focus is implementing mission-critical digital mobile communication systems for Government and Public Safety customers.

This new and exciting opportunity is within Customer Support Management, where we are committed to consistently offering the very best service to our valued customers. Our people are vital, serving on the front lines to build strong, long-term business relationships and promote our products and services. We pride ourselves on our knowledge, expertise, and problem-solving capabilities. This specific role will support State and Local governmental entities across Central and Eastern New York State, Massachusetts, New Jersey, and Connecticut.
Job Description
  • The Customer Support Manager (CSM) provides intense and appropriate customer focus and satisfaction during the delivery of Motorola's Lifecycle Service products.
  • Manage government contracts with responsibility for the successful delivery of service products for local government customers.
  • Manage the relations with external partners responsible for delivering service products to customers, is responsible for contract renewals, proposals, accurate forecasting, development of statements of work, and meeting P&L and receivables goals, overseeing contract P&L performance including meeting service billing and cost performance goals.
  • Responsible for marketing sophisticated/integrated service programs to multiple layers within customer organizations and works closely with the direct and indirect sales teams.
  • Responsible for the development of service account plans and profiles, goals and strategies within assigned accounts.
  • There is a major emphasis on developing customer relationships that will position Motorola for Service growth throughout the designated customer base.
  • The CSM must be willing to travel throughout the designated region (Northeast) and meet with customers face to face on a regular and ongoing cadence.
  • 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
  • Engage as needed in the case management process to ensure proper service delivery
  • Assist partners, vendors, and customers 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 remain up to date and relevant
  • Manage third party vendors
  • Manage contract change management
  • Work with Service Contract and Subscription 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 Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
  • The CSM 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, 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 response and implementation of approved changes.
  • Oversee the change implementation into service delivery operations in coordination with Customer.
  • 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
  • Able to communicate with customer IT personnel regarding WLAN and wired infrastructures.


Candidate Requirements
  • The CSM must reside in the NE territory to fully support their customers.
  • Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract
  • Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.


#LI-CC1

Target Base Salary Range: $85,000 - $99,000 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
  • Bachelors degree OR 3+ years of experience in one of the following: Lifecycle Services, Account Management, Management, Customer Service, Sales, Systems Implementation, Integration, LMR Sales, LMR Engineering, Customer Support, Customer Account Management, Project Management, Public Safety, Military or Technical Services Sales.
  • Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
  • Must be able to obtain background clearance as required by government customer(s)

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

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