Senior Customer Support Manager - Illinois

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. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

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 Customer Support Manager (CSM) provides efficient and effective customer focus and satisfaction during the delivery of Motorola’s Lifecycle Service products.

• Manage government contracts with responsibility for the successful delivery of service products for local government customers.

• Manage the relations with external partners responsible for contract renewals, proposals, forecasting, statements of work, P&L, and receivables goals.

• Responsible for marketing sophisticated/integrated service programs to multiple layers within customer organizations and works closely with the direct and indirect sales teams.

• Responsible for the development of service account plans and profiles, goals and strategies within assigned accounts.

• There is a major emphasis on developing customer relationships that will position Motorola Solutions for Service growth throughout the designated customer base.

• Must be willing to travel throughout the designated region (State of Illinois) and meet with customers face to face on a regular and ongoing cadence.

• Provide customers a single point of contact for customer management and ensure service delivery and Service Level Agreements (SLA) compliance.

• Work with customers to discuss concerns and drive corrective actions to closure.

• Manage and maintain services scope as per services contract and ensure customers understand their obligations in regard to service deliverables.

• Ensure that customers receive appropriate and timely reporting as required by the Services Contract.

• Manage sub-contractors’ deliverables and adherence to agreed scope and outcomes.

• Manage product quality issues as needed

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

• Assist partners, vendors, and customers as needed with payment and billing issues

• Identify and implement areas for improvement to ensure improved service quality and best practice delivery

• Ensure all operational documentation remain up to date and relevant

• Manage third party vendors 

• Manage contract change management 

• 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

• Work closely with the Motorola Project Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery. 

• The CSM ensures that there are clearly documented support/service expectations and processes for the customer. They seek to understand customer expectations and needs to ensure that their operational requirements are identified, properly supported, and if not what additional services can be proposed.

• Work with customer and field teams to create and/or update existing Customer Support Plans (CSP)

• Create customer and service provider Statements of Work

• Execute contract documents and obtain customer purchase orders

• Manage the service contract renewal process for all assigned lower complexity service agreements; including but not limited to customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates/changes, Installation Agreements (write-up, obtain PO, and manage)

• Lead and manage the coordination of variation and other c