Manager, Professional Services and Field 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

This position resides in Global Services, within the Software and Video Service Organization.This organization is dedicated to the long-term success of our customers. Through enhanced customer relationships, onsite technical expertise, and ongoing professional services, this organization will drive operational acceptance and satisfaction of the broader product ecosystem across all customers.

Job Description

• Supervise, lead, and motivate, including career pathing and HR duties

• Set and hold team members accountable to goals and milestones, including identifying opportunities to delight the customer

• Coaches and motivates onsite admins to ensure customer satisfaction and adherence to CMSO standards and resolving issues within a defined timeframe

• Holds each tech accountable for ticket ownership, own and drive each ticket assigned, utilizing technical skills and fostering both customer and internal relationships to drive issue to resolution

• Provide ongoing support through regular 1:1 meetings by monitoring progress, providing training as needed, and ensuring expectations are met and exceeded

• Ensure employees know how to respond to what is being asked, maintain a “how can I help?” attitude, and represent Motorola in a professional manner.

Minimum Requirements:

• Strong communication and interpersonal skills to lead and mentor

• Excellent problem solving, leadership, and customer service skills

• Analytical, efficient, and thorough approach to leading and resolving complex customer issues

• Ability to remain calm and courteous under pressure and navigate tense situations

• Preferred Experience, Education, and/or Training: 

• Bachelor’s Degree in Computer Science or equivalent industry experience

• 2+ years experience with the PremierOne Product(s)

• Knowledge of and/or basic skills in: Microsoft Windows Azure, Unix, Linux Server, and Desktop Operating Systems (Active Directory)

• ​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

• Familiarity with Windows and Linux operating systems, basic networking, and related hardware

• Excellent verbal and written communication skills

• Willing to travel 20% of the year

#LI-JM2

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Basic Requirements

• Associates Degree or higher.

• 2+ years of experience in customer service.

• 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

Travel Requirements

25-50%

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
• 10 Paid Holidays
• Generous Paid Time