Motorola Solutions

Video Systems Manager - US Remote

Motorola Solutions • $90K — $100K *
US-Anywhere
+ 2 other locationsRemote
Telecommunications & Hardware
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 5+ years of lifecycle sustainment account management or customer support experience in Mobile Video, Vehicle Intelligence, or other video solutions.
  • Strong understanding of Motorola Solutions products and services.
  • Experience with Servicer Statement of Work for contract management.
  • Excellent oral and written communication skills, with strong knowledge of CMSO and Network Operations Center offerings.
  • Ability to achieve contract renewal and services growth goals.

Responsibilities

  • Collaborate with various teams throughout customer engagement.
  • Oversee service delivery and ensure compliance with service agreements.
  • Serve as the main contact for the lifecycle management of video solutions.
  • Establish and conduct governance meetings for planning.
  • Accountable for execution of service agreements and escalation processes.
  • Maintain service scope as per contracts and ensure customer understanding of obligations.
  • Build strong relationships to become a trusted advisor for customers.

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
The Video System Manager position resides in Global Services, within the North America Mobile Video Managed & Support Services organization. This role is responsible for the day-to-day management of customer contracts and relationships for our video solutions, including Vehicle Intelligence product lines. The Video System Manager ensures we are meeting our contractual obligations, provides exceptional expertise in our video solutions, and directs the appropriate resources to solve complex issues across our customer base. This organization is dedicated to the long-term success of our customers. Through enhanced customer relationships, on-site technical expertise, and ongoing professional services, this organization will drive operational acceptance and satisfaction of the broader product ecosystem across all customers. This role reports into the Video Services Regional Support Manager based on geographical location.
Job Description

This role reports into the Video Services Regional Support Manager based on geographical location.

Responsibilities/Expectations:
  • Collaborate with Sales, Product, Engineering, Deployment, Customer Success, Customer Service Managers, Onsite Servicers, and CMSO Support teams throughout the customer engagement.
  • Oversee Servicer Statement of Works (SSOW) with Onsite Servicers and ensure service delivery and Service Level Agreements (SLA) compliance.
  • Serve as the primary point of contact for the lifecycle management of video and other complimentary Motorola ecosystem technologies.
  • Establish recurring governance meetings for mid-term and long-term planning.
  • Be accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, case management, and escalation processes.
  • Manage and maintain services scope as per services contract and ensure Customers understand their obligations in regard to service deliverables.
  • Build value-added relationships within the domain of the account to become the trusted service delivery advisor to the customer.
  • Ensure best practices are being adhered to within the customer's environment.
  • Deliver consistent service levels by exceeding customer expectations and driving corrective actions to closure.
  • Help manage and coordinate the processing, communication, and implementation of technical changes, including changes related to new releases, customer requests, field change orders, and reconfigurations, and be engaged on all upgrade and execution plans.
  • Maintain awareness of all complex service matters, including technical solutions implementations, product quality issues and related activities.
  • Report on technical performance and provide reviews of relevant service requests open within a customer's environment.
  • Ensure effective coordination and support between account teams and supporting technical resources, resulting in adherence to agreed scope, deliverables, and outcomes.
  • Have familiarity with video solution deployment methodologies and quality processes.
  • Show dedication to delivering and supporting end-to-end solutions with exceptional quality, identifying up-sell or cross-sell opportunities.
  • Ensure all operational documents remain up to date and relevant, such as Customer Support Plans and Servicer Statements of Work.
  • Undertake problem management by addressing the root causes of repetitive incidents to minimize operational impact.
  • Work with the Customer Support Manager on any contract renewal process for all assigned service agreements; including but not limited to customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates / changes.
  • Work closely with the Motorola Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
  • Remain current with the complex and evolving legal and regulatory requirements regarding data security best practices.


Preferred Qualifications:
  • 5+ years of successful experience with lifecycle sustainment account management OR 5+ years of experience in customer support / customer account management to include Mobile Video, Vehicle Intelligence, or other video solutions.
  • Understanding of Motorola Solutions products and services.
  • Understanding of Servicer Statement of Work for contract management.
  • Strong working knowledge of CMSO and the Network Operations Center offerings and procedures as well as a strong command of communication skills, both oral and written.
  • Familiarization with forecasting and cost/revenue/margin business acumen.
  • Ability to achieve contract renewal and services growth goals.


Additional Requirements:
  • Goal oriented self-starter with skills and ability to successfully market and manage service support contracts
  • Sales skills and abilities in establishing customer relationships, making presentations, and closing service support sales opportunities.
  • Must be capable of learning service products, making customer presentations, and forming collaborative strategies with other Motorola sales and support professionals and teams.
  • Knowledge and experience utilizing Google Suite tools and Microsoft business software is required.


Target Base Salary Range: $90,000 - $100,000 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.

LI-JM3

LI-REMOTE

Basic Requirements

Required Skills:
  • High School diploma, or Associates, or Bachelor's degree in one of the following areas: Business, Communications, General Studies, IT, Management, Public Safety, or Technology required.
  • Must have 3+ years of Management or Leadership experience.
  • Must be able to obtain a background clearance as required by our government customers.


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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