Sr. Customer Support Manager - Greater Los Angeles

Company Overview

​At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview

At Motorola Solutions, we help people be their best in the moments that matter. We help firefighters see around buildings and police officers see around street corners. Our work is very meaningful, impactful, and cutting edge and we invite you to explore it.

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 Government & Public Safety Communications customers.

Job Description

The primary responsibility of the Sr. Customer Support Manager (Sr. CSM) is to effectively and efficiently manage the Lifecycle Service (LCS) business for their assigned customer contracts and ensure customer satisfaction with Motorola Solutions Public Safety Customers. The LCS 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 Sr. CSM will become involved and find a solution. The Sr. CSM is responsible for the overall success of and relationship between the Customer’s Operation, Motorola Subcontractors, and Motorola Solutions in the greater Los Angeles and Orange County area.

Customer Relationship Management:

• Act as the primary point of contact for customer management, ensuring service delivery and SLA compliance.

• Address customer concerns and drive corrective actions to resolution.

• Manage and maintain the scope of services as per contract, ensuring customers understand their obligations.

• Provide customers with timely and appropriate reporting as required by the services contract.

• Facilitate a smooth transition from project implementation to warranty support and service delivery, working closely with the Motorola Project Manager. This includes documenting support/service expectations and processes, and identifying operational requirements and potential additional services.

• Collaborate with customers and field teams to create and update Customer Support Plans (CSPs).

• Work with customers on up-sell/cross-sell opportunities.

Contract and Service Management:

• Oversee deliverables and adherence to scope and outcomes for sub-contractors and third-party vendors.

• Manage product quality issues (FSBs) as needed.

• Engage in the case management process to ensure proper service delivery.

• Assist partners and vendors with payment and billing issues.

• Manage the service contract renewal process for assigned lower-complexity agreements, including inventory updates, SOW updates, CSP updates, and third-party vendor pricing adjustments.

• Handle Installation Agreements (write-up, PO acquisition, and management).

• Lead and manage the coordination of variation and other change request responses, and implement approved changes.

• Oversee the implementation of changes into service delivery operations in coordination with the customer.

• Manage contract change management as needed.

• Assist team when needed with the management of assigned service contracts.

• Work with Service Contract and Subscription Operations (SCSO) for contract loading, renewals, and service contract change order requests.

• Gather and provide Booking Packages to SCSO for contract loading.

Operational Excellence and Growth:

• Identify and implement improvements to enhance service quality and ensure best practice delivery.

• Ensure all operational docu