PremierOne Support 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're living 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 - safer communities, safer schools, safer hospitals, safer businesses - safer everywhere. We're building integrated technologies that help protect people, property and places. We're connecting public safety agencies and enterprises - enabling the collaboration that's critical for a more proactive approach to safety and security. We're committed to solving for safer every day because the work we do here matters.

Department Overview

CMSO Software Enterprise Operations Organization is a group that delivers software solutions to the public safety sector. Our group is committed to providing the technology, knowledge, and tools that will allow our customers to focus on their mission critical goals and responsibilities. We provide support for ground breaking products and solutions that enable public safety entities to respond more quickly and safely to emergent situations. PSA deploys and supports products such as Computer Aided Dispatch, Records Management Systems, Jail Management Systems and Mobile Data Computing, among other offerings. SPSS is a fast-paced environment that seeks motivated and professional individuals willing to work towards our goals as an organization.

Job Description

Job Description
Primary Responsibilities of the PremierOneOnsite Support Manager:

• 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 techs to ensure customer satisfaction and adherence to CMSO standards and resolving issues within a defined timeframe
• Holds each tech accountable for total 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
• 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

Preferred Experience, Education, and/or Training: 

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

#LI-DB 
#LI-REMOTE

Basic Requirements

• Associates Degree OR Bachelors Degree with 1-2 years of formal technical courses in a PC-related field
• 2+ years of experience in customer service
• Must be able to obtain background clearance as required by government customer
• 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

Yes

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 and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected charac