Sr. Manager, Technical Support

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department Overview

The Global Services Centralized Managed Support Operations (CMSO) organization is responsible for global delivery of Motorola Solutions’ product and applications support, centralized service delivery, and managed service operations.

Job Description

This role is responsible for ensuring an exceptional customer experience that aligns with the business strategies and delights customers. Moreover, the role is responsible for achieving key performance indicators, mentoring and developing staff, and streamlining processes related to the successful operation of a geographically diverse technical support team.

Key Responsibilities:

• Leading a team providing technical support for the Mobile Video and ALPR product family and related products & services. 

• Implementing the Technical Support Operations framework to ensure utilization and optimization of end-to-end processes and tools to support service delivery objectives.

• Developing and driving the implementation of repeatable, scalable and efficient service delivery models enabling service that is aligned with customer needs, services offer requirements and product support commitments.

• Fully leveraging “best practices” and industry standards such as ITIL and proven tools. 

• Directly managing, coaching, developing and inspiring a team of dedicated technicians across Motorola locations including remote work from home employees. 

• Partner and collaborate with Engineering leaders and teams to resolve customer Incidents/Problem Tickets and provide trending data to the Engineering owners to improve the product(s).

• Partnering and building credibility across the organization, specifically with Sales, Customer Success, Deployment Services and Engineering leaders to develop and deploy customer services/solutions and provide an excellent customer experience

• Ensure responsiveness - Resolve tickets quickly, ensure root causes are addressed and problems do not recur, ensure customers are satisfied with timing and quality of repairs and solutions offered, and systems are appropriately used and adopted.

• Team is a single point of contact for all Technical Incident and Problem related product and Operational issues.

• Evaluate the financial impact of implementing the support operations model and continually identify and implement service improvements and efficiencies

• Leading and developing a strong, motivated team of support and service professionals, building the necessary knowledge, skills and capabilities to execute the business strategies and maintaining the highest level of customer service.

• Collaboration - Work with peer senior leaders to develop plans for service management. Work with key stakeholders to maximize productivity, interdisciplinary collaboration, and streamlined processes.

• Mentor - Select, develop, coach, mentor, and assess the performance of staff. Conduct direct report’s employee performance appraisals, as applicable, according to Health System policies and complete by the due date. Effectively supervise and utilize staff to meet department objectives. 

Preferred Qualifications

• 10+ years of cumulative experience in software, professional services, software development, enterprise or cloud support, and customer-facing roles

• 6+ years of experience in managing technology operations and teams, ideally Technical Support Operations

• 3+ years demonstrated success in leading highly motivated, engaged team members. 

• Demonstrable experience supporting cloud operations

• Experience conducting planning, governance, application selection, implementations, transformation and