Motorola Solutions

Sr. Customer Support Manager

Motorola Solutions$80K — $110K *
Telecommunications & Hardware
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's Degree or 4+ years of relevant experience in customer service, account management, or public safety.
  • Must be a U.S. citizen eligible for security clearance.
  • Reside within commuting distance of a major metro airport.
  • Preference for candidates located on the West Coast.
  • Current driver's license and clean driving record required.

Responsibilities

  • Ensure high levels of customer satisfaction in service delivery.
  • Act as the primary contact for clients to manage compliance with SLAs.
  • Oversee execution and delivery of service products for Enterprise Market contracts.
  • Cultivate customer relationships through regular meetings and travel.
  • Develop strategic service account plans and profiles for assigned customers.
  • Collaborate with sales teams to market integrated service programs.
  • Monitor subcontractor performance and draft customer support plans.

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
Full Job Description
Department Overview
Motorola Solutions is a world leader in the field of professional mobile communications systems with an impressive heritage of technological innovations and a global base of installed systems. The group's main business is the implementation of mission critical digital mobile communication systems for Enterprise customers.
Job Description
  • The Senior Customer Support Manager (Sr. CSM) ensures high levels of customer satisfaction and focus throughout the delivery of Motorola's Lifecycle Service products.
  • Act as the primary point of contact for clients, managing service delivery and maintaining compliance with Service Level Agreements (SLA).
  • Oversee Enterprise Market contracts, taking responsibility for the effective execution and delivery of service products to these customers.
  • Cultivate and strengthen customer relationships to drive service growth within the designated customer base, requiring regular face-to-face meetings and travel across the United States AND Alberta, Canada.
  • Develop comprehensive service account plans, profiles, and strategic goals for assigned accounts.
  • Partner with direct and indirect sales teams to market complex, integrated service programs to various levels within customer organizations.
  • Collaborate with Service Contract and Subscription Operations (SCSO) on contract loading, renewals, and change order requests, including the preparation of Booking Packages.
  • Manage external partner relationships concerning proposals, forecasting, statements of work, P&L management, and receivables goals.
  • Coordinate with Motorola Solutions Project Managers to ensure a seamless transition from the project implementation phase to warranty support and ongoing service delivery.
  • Draft and maintain Customer Support Plans (CSP) and Statements of Work (SOW) for both customers and service providers.
  • Monitor subcontractor performance to ensure adherence to agreed-upon scopes and deliverables.
  • Address customer concerns, manage product quality issues, and implement corrective actions to ensure high-quality service and best practices.
  • Participate in revenue and margin forecasting for maintenance agreements and installations, while working toward specific renewal and growth targets.
  • Liaise with customer IT staff regarding WLAN and wired infrastructure requirements.
  • Identify up-sell and cross-sell opportunities within existing accounts to expand the service portfolio.
  • Provide necessary reporting as dictated by service contracts and assist with billing or payment inquiries.
  • Maintain up-to-date operational documentation to support effective service delivery.


Candidate Requirements:
  • Must be a U.S. citizen with ability to obtain necessary security clearance as required by customer contracts.
  • Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
  • Must reside within a commutable distance to a major metro airport to travel to international and/or domestic customers.
  • Preference will be given to candidates located on the West coast.
  • Willing and able to travel up to 25%-50% of the time based on customer needs (Alberta, Canada and the United States)
  • Must possess a current, valid driver's license, passport and maintain a clean driving record.


#LI-CC1

Target Base Salary Range: $80,000 - $110,000 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 4+ years of experience in one of the following: Motorola Solutions products, customer service, customer support, people management, sales support, account management, or public safety experience
  • Employer work permit sponsorship is not available for this position

Travel Requirements
10-25%
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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