Premier Services Technical Manager (US Remote)

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

Premier Support is a quoted, enhanced Support Services option. Premier Support Service provides a dedicated resource assigned to your account. This Technical Account Manager (TAM), proactively monitors the system, communicates with the customer and takes recovery actions to remedy the incident.

Job Description

The person in this role would be owning the premier support program and would be responsible for all aspects including but not limited to: Mentoring a dedicated premier support team, overall success of the premier support program, and scaling the premier support services as needed. The ideal candidate will also be experienced with managing internal and external executive relationships and act as a point of escalation for premier support customers.

Scope of Responsibilities / Expectations

• Must be available after-hours for escalation management

• Manage and continue to grow the Premier Support team

• Track and manage performance against committed SLAs

• Own the training and mentoring of Premier Support team

• Onboard new customers

• Continue standardization of Premier support processes

• Monitor Metrics and KPIs and implement corrective action to meet targets

• Manage the overall technical performance of the team

• Campion strategic initiatives that will continue to scale and optimize Premier support operations

• Efficiently manage client relationships with a focus on engagement with management

• Assist with managing customer outages and root cause analysis.

• Develop strong cross-functional partnerships with sales, engineering, product management and other operational teams within MSI in order to provide the best experience for the customer

• This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers
   

Preferred Qualifications

• Extensive customer service leadership experience, preferably within a technical context or technology company

• Developing and mentoring 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 peers and senior leaders to develop plans for service

• Bachelor or Master degree in Computer Science, Engineering or Business Management
• 8+ years experience in one of the following: software, engineering, professional services, or customer support
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
• Must be able to obtain background clearance as required by government customer

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Basic Requirements

• Bachelor or Master degree in Computer Science, Engineering or Business Management
• 8+ years experience in one of the following: software, engineering, professional services, or customer support and experience managing a support team
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

10-25%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 9 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified app