Motorola Solutions

Software Customer Service Manager

Motorola Solutions$80K — $95K *
US-Anywhere
+ 5 other locationsRemote
Information Technology
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5-7 years in Public Safety software or related experience
  • Strong understanding of legacy and Next Generation 9-1-1 environments
  • Experience with VESTA 9-1-1 call handling products
  • High School diploma or equivalent required; higher education preferred
  • Ability to obtain required government clearance
  • Legal authorization to work in the U.S. indefinitely

Responsibilities

  • Oversee execution of service agreements and deployment of resources
  • Drive issue resolution and manage escalations
  • Ensure adherence to best practices in customer environments
  • Coordinate technical changes and upgrades
  • Report on technical performance and service requests
  • Build strong relationships with customers as a trusted advisor
  • Collaborate with various internal teams throughout customer engagement

Benefits

  • Incentive bonus plans
  • Comprehensive medical, dental, and vision benefits
  • 401K plan with company match
  • 10 paid holidays per year
  • Generous paid time off packages
  • Employee stock purchase plan
  • Paid parental and family leave
  • and more
Full Job Description

Department Overview

The Motorola Solutions Command Center Solutions Services Team empowers our customers to identify and unleash the full power of their Public Safety Software products and services. We build strong relationships with Public Safety to promote their full adoption of Motorola products and services, including growing their ongoing use, value realization and product satisfaction. We work to ensure the customer experience with Motorola Solutions continuously exceeds their expectations and through our internal and external relationships, we are committed to consistent delivery and follow through to help customers serve their communities and to be their best in the moments that matter.
Job Description

This Software Customer Service Manager position is responsible for the overall account health of Motorola Solutions’ State and Local Public Safety agencies. This role resides in Global Services, within the Command Center Solutions Services organization.

The Software Customer Service Manager partners with customers across multiple product lines, with an emphasis on Command Center Software Solutions. The primary responsibility is to remove obstacles, drive issue resolution, ensure service delivery and proactively deliver technical best practices. 

This role reports into the Regional Services Manager, Command Center Solutions Services, and will be primarily focused on our VESTA 9-1-1, VESTA NXT, and VESTA NXT Router customers. 

This is a fully remote position which requires approximately 25% travel within the Northeast region. Strong preference for candidates based in Pennsylvania, West Virginia, Virginia, Maryland, Delaware, and the District of Columbia.

Scope of Responsibilities/Expectations:

  • Accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, and escalation management.

  • Exercise judgment in selection methods and techniques for obtaining solutions.

  • Ensures best practices are being adhered to within the customer's environment.

  • Delivers consistent service levels by exceeding customer expectations and managing customer escalations.

  • Helps manage and coordinate the processing, communication, and implementation of technical changes, including changes related to new cloud releases, customer requests, field change orders, and reconfigurations, and is engaged on all upgrade and execution plans.

  • Maintains awareness of all complex service matters including technical solutions implementations and activities.

  • Reporting on technical performance, and providing reviews of relevant service requests open within a customer's environment.

  • Can clearly explain technical problems and solutions to team/client members.

  • Ensures effective coordination and support between account teams and supporting technical resources.

  • Builds value-added relationships within the domain of the account to become the trusted technical advisor to the customer, focused on account health and issue resolution.

  • Work in collaboration with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Support Managers, and CMSO Support teams throughout the customer engagement. 

  • Travel up to 25%

Ideal Qualifications:

  • Strong understanding and experience in both legacy and Next Generation 9-1-1 environments.

  • Experience using or administering the VESTA 9-1-1 call handling suite of products

#LI-BA1    

#LI-REMOTE


Basic Requirements

  • High School diploma, or Associates, or Bachelor’s Degree, with Public Safety experience, OR 6 years Public Safety software experience required.

  • Must be able to obtain a background clearance as required by our government customers.

  • Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.


Travel Requirements

Under 25%
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
Net Income
$949 million
Founded
1928
5 Year Trend
+6.2%
Revenue
$7.4 billion
NASDAQ

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