Call Handling Customer Service Manager - T7

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

The Software Customer Service Manager position resides in North America Command Center Software, Managed & Support Services and Success, within the Deployment and Service division. The team supports our public safety agencies throughout the world once those customers go live with our products and systems. The team is committed to providing services for the technology and tools we offer which allows those customers to focus on their mission, and enable them to respond faster with smarter and safer decisions.

This role is responsible for the day-to-day management of the customer services contracts and services relationships for the Emergency Call Handling and other MSI software products. The Call Handling Customer Service Manager ensures we are meeting our contractual obligations, provides exceptional expertise in our software and mobile video solutions, and drives the appropriate resources to solve complex issues across our customer base. 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

The primary responsibility of the Call Handling Customer Service Manager (CSM) is to effectively and efficiently manage the Lifecycle Service (LCS) business for their assigned customer contracts and ensure customer satisfaction with Motorola Public Safety Software Enterprise Support and Services. This Operations Manager focuses on building relationships with customer and customer advocates and their experience with Motorola Solutions Support to foster customer satisfaction in their service and support. Ensuring customer satisfaction involves proper support and service delivery and delivery on contracted services and SLAs. If any service is not being performed up to contracted specifications or a process is not producing the correct results, the Operations Manager works closely with the Support Organization to resolve the issue. This role reports into the Regional Services Manager.

Responsibilities:

• Provide customers/customer advocate a single point of contact for Software Enterprise Support to ensure service delivery and Service Level Agreements (SLA) compliance.

• Work with customers/customer advocate 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 on reported software issues.

• Manage product quality issues as needed

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

• Lead and manage the coordination of change requests; managing the response and implementation of approved changes.

• Oversee the change implementation into service delivery operations in coordination with Customer.

• 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. 

Specific Knowledge/Skills:

• 3+ years customer service/support experience 

• Understanding of Motorola Solutions products and services with a particular focus on VESTA 9-1-1

• Understanding of ServiceNow ticketing tools and Excel.

• Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures

• Strong command of communication skills, both oral and written.

• Ability to communicate with customer personnel regarding the operation and support of the Motorola Products deployed

• Exhibit strong ownership and follow through; own the customer’s issue and drive the resolution to ensure the customer is satisfied with the end result

• Exceptional interpersonal skills required

• Strong determination in the face of challenges. Our customer’s count on dependable, reliable support

• Strong verbal and written communication skills

• Must have strong organizational skills and the ability to handle multiple tasks. Effective time management skills required

• Proficient computer skills with emphasis on windows based applications

• Customer focused; detail orientated individual

• Ability to maintain a positive attitude in a high stress/at times confrontational situations

• Focused individual who understands the value of excellent customer service and the impact to business if customers are not properly supported

• Confident individual who is willing to assume responsibility

• Demonstrates a high degree of drive and determination; willing to go the extra mile to provide outstanding customer service

• Adaptive and flexible individual who is willing to learn and make recommendations for improvements

• Ability to work and make decisions with minimal supervision

Target Base Salary Range: $100,000 - $110,000 USD
 

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

#LI-JM3

#LI-REMOTE

Basic Requirements

Required Skills:

• High School diploma, Associate's, or Bachelor's Degree, OR 5+ years of experience in a Technical Customer Support or Public Safety environment.

• Must be able to obtain a background clearance as required by our government customers.

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

25-50%

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

• 10 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. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.