Customer Support Manager Team Lead

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

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.

The Customer Support Manager Team Lead is responsible for the execution of all aspects of the Managed & Support (M&S) Services business for the assigned Territory. Through the management of the Managed & Support (M&S) Services business, the CSM Team Lead is accountable for the sustainment and management of all mission critical customer communications system contracts. Success is measured in terms of customer satisfaction, revenue growth, and gross margin performance.

Job Description

The primary responsibility of the Customer Support Manager (CSM) is to effectively and efficiently manage the Managed & Support (M&S) Services business for their assigned customer contracts and ensure customer satisfaction with Motorola Public Safety Customers. The CSM Team Lead is responsible for the overall success of and relationship between the Customer’s Operation, Motorola Subcontractors, and Motorola. The M&S Services 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 and services. If any service is not being performed up to contracted specifications or a process is not producing the correct results, the CSM &/or CSM team lead will become involved and find a solution.

Duties and Responsibilities:

The CSM Team Lead is responsible for the overall management and success of each CSM and the relationships within assigned Customer accounts, service partners, third party vendors, and Motorola Solutions key work partners in the southeast region - T4W.

Key responsibilities include:

• Lead the Managed & Support services organization consisting of Customer Support Managers, which includes but not limited to accountability for hiring, onboarding, coaching, performance management, and rewards planning activities. 

• Oversees all day to day operations including assigning plan each year, revenue forecasting, cost management/containment, customer satisfaction, M&S services activities, in collaboration with the Sales team throughout the customer engagement. 

• Managed & Support (M&S) Services responsibilities include the executions of service agreements, installation agreements, above-contract maintenance work, repair depot agreements, and system upgrades.

• 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 - ie Motorola Technical Notices (MTN)

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

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