Sr Customer Support Manager

Motorola Solutions • $100K — $105K *

Vancouver, BC V5K 5J9In-Person

Business Services

Less than 5 years of experience

Today

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Job Overview by Ladders

Qualifications

3+ years of experience in Lifecycle Services, Account Management, or Customer Service roles.
Strong analytical skills to solve complex issues.
Excellent communication and presentation skills for stakeholders engagement.
Ability to understand ITIL processes and telecommunications systems.
Bilingual in English and French is preferred.

Responsibilities

Act as the primary contact for customer management and oversee service delivery and SLA compliance.
Resolve customer concerns and drive closure on corrective actions.
Maintain service scope and ensure customers understand their service deliverables.
Provide timely and appropriate reporting to customers as per contract requirements.
Manage subcontractor deliverables and ensure adherence to agreed outcomes.
Lead change management processes and implement approved changes efficiently.
Collaborate with internal teams to facilitate a smooth customer experience from project implementation to ongoing support.

Benefits

Flexible travel opportunities within the designated region.
Access to continual professional development and growth.
Work alongside a supportive and collaborative team environment.
Engagement in impactful public safety initiatives.
Opportunity to enhance skills in multiple service areas including customer management and operations.

Full Job Description

Job Description

The primary responsibility of the Senior Customer Support Manager (CSM) is to effectively and efficiently manage the business for their assigned customer contracts and ensure customer satisfaction with Motorola Public Safety Customers. The business is a combination of forecasting, proposing new services and contract renewals and building relationships with customers and subcontractors. Ensuring customer satisfaction involves proper delivery and execution of service contracts. If any service is not being performed up to contracted specifications or a process is not producing the correct results, the Senior CSM will become involved and find a solution.

Duties and Responsibilities:

The Senior CSM is responsible for the overall success of and relationship between the Customer's Operation, Motorola Subcontractors, and Motorola. 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-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 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 Support Service team for contract loading, renewals, and service contract change order requests.
Work closely with the Motorola Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
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
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

Additional Experience:

Must have excellent interpersonal communication and presentation skills with the ability to relate to internal and external stakeholders
Commercial awareness: Be able to develop and engage current accounts as well as identify new business opportunities in current and prospect clients
Strong Computer skills (I.e. MS Office, Google Suite)
Must be a self motivated team player able to work effectively with general guidance toward objectives
Analytical mindset: Able to solve complex problems and situations.
Understanding of ITIL processes
Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures.
Ability to communicate with customer IT personnel regarding WLAN and wired infrastructures.
General understanding of communications industry trends and their impact on customer's future needs
Understanding of Oracle / Services Lifecycle tools
Understanding of Distributed Telecommunications systems

Candidate Requirements:

Must be willing to travel throughout the designated region 25-50% of the time.
Must be able to obtain background clearance as required by government customer.
Ideally targeting a Senior CSM that can perform responsibilities in both English and French.
Candidates should be located within Western Canada.

Description de l'emploi:

La principale responsabilité du responsable principal du support client (RPSC) est de gérer efficacement l'activité de pour les contrats clients qui lui sont attribués et d'assurer la satisfaction des clients avec les clients de Motorola Public Safety. L'activité est une combinaison de prévisions, de proposition de nouveaux services et de renouvellements de contrats et de création de relations avec les clients et les sous-traitants. Garantir la satisfaction des clients implique la bonne livraison et l'exécution des contrats de service. Si un service n'est pas exécuté conformément aux spécifications contractuelles ou si un processus ne produit pas les résultats corrects, le RPSC s'impliquera et trouvera une solution.

Tâches et responsabilités:

Le RPSC est responsable du succès global et de la relation entre les opérations client, les sous-traitants de Motorola et Motorola. Les principales responsabilités comprennent :
Fournir aux clients un point de contact unique pour la gestion des clients et assurer la prestation de services et la conformité aux Accords de Niveau de Service (ANS).
Travailler avec les clients pour discuter des préoccupations et conduire les actions correctives jusqu'à la clôture.
Gérer et maintenir la portée des services conformément au contrat de services et s'assurer que les clients comprennent leurs obligations en ce qui concerne les produits livrables.
Veiller à ce que les clients reçoivent des rapports appropriés et opportuns, comme l'exige le contrat de services.
Gérer les livrables des sous-traitants et la conformité des résultats convenus.
Gérer les problèmes de qualité des produits selon les besoins.
S'engager au besoin dans le processus de gestion de cas pour assurer une prestation de services appropriée
Aider les partenaires et les fournisseurs selon les besoins avec les problèmes de paiement et de facturation
Identifier et mettre en place les domaines d'amélioration pour assurer une meilleure qualité de service et la mise en œuvre des meilleures pratiques.
S'assurer que toutes les documentations opérationnelles restent à jour et pertinentes.
Gérer les fournisseurs selon les besoins
Gérer la gestion des changements de contrat au besoin.
Travailler avec l'équipe du Service d'Assistance National pour le chargement des contrats, les renouvellements et les demandes de modification des contrats de service.
Travailler en étroite collaboration avec le Gestionnaire de Programme Motorola (GP) afin d'assurer une transition en douceur, de la mise en œuvre du projet au support de garantie et à la prestation de services.
Travailler avec les clients et les équipes de terrain afin de créer et/ou mettre à jour les plans de support client (PSC) existants
Créer des déclarations de travail pour les clients et les fournisseurs de services
Exécuter les documents contractuels et obtenir les bons de commande des clients
Accords d'installation (rédaction, obtention du bon de commande et gestion)
Diriger et gérer la coordination de la variation et d'autres réponses aux demandes de changement et la mise en œuvre des changements approuvés.
Superviser la mise en œuvre des changements dans les opérations de prestation de services en coordination avec le client.
Travailler avec les clients sur la vente incitative/cross-sell
Participer à la prévision des revenus et de la marge liée aux contrats de maintenance, aux bons de travail et aux installations.
Atteindre l'objectif de renouvellement de contrat indiqué dans les délais
Atteindre l'objectif de croissance des services déclaré pour les contrats attribués

Expérience supplémentaire:

Doit avoir d'excellentes compétences en communication interpersonnelle et en présentation avec une capacité d'établir des relations avec les parties prenantes internes et externes
Sensibilisation commerciale : être capable de développer et d'engager des comptes actuels ainsi que d'identifier de nouvelles opportunités commerciales chez les clients actuels et potentiels
Solides compétences en informatique (MS Office, Google Suite)
Doit être un membre motivé de l''équipe, capable de travailler efficacement avec des conseils généraux vers les objectifs
Esprit analytique : Capable de résoudre des problèmes et des situations complexes.
Compréhension des processus ITIL
Solide connaissance pratique des offres et des procédures du centre d'appels clients et du centre d'exploitation du réseau.
Capacité à communiquer avec le personnel informatique du client concernant les infrastructures WLAN et câblées.
Compréhension générale des tendances de l'industrie des communications et de leur impact sur les besoins futurs des clients
Compréhension des outils Oracle/Services Lifecycle
Compréhension des systèmes de télécommunications distribuées

Exigences du candidat:

Doit être disposé à voyager dans la région désignée 25 à 50 % du temps.
Doit être en mesure d'obtenir une autorisation d'antécédents comme l'exige le client gouvernemental.
Cibler idéalement à un RPSC senior pouvant assumer des responsabilités en anglais et en français.
Les candidats doivent être situés au L'Ouest canadien

#LI-CC1

Target Base Salary Range: $100,000 - $105,000 CAD

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

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.
Must be able to obtain background clearance as required by government customer.

Plus de 3 ans d'expérience dans l'un des domaines suivants : services liés au cycle de vie, gestion de comptes, management, service client, ventes, implémentation de systèmes, intégration, ventes LMR, ingénierie LMR, support client, gestion de comptes clients, gestion de projet, sécurité publique, secteur militaire ou ventes de services techniques.
Doit être en mesure d'obtenir une autorisation d'antécédents comme l'exige le client gouvernemental.

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

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

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