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, CommandCenter Software, Mobile Video, and Rave products. The Software 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.
This role reports into the Regional Services Manager.
Job Description
Responsibilities:
Work in collaboration with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio (LMR) Customer Service Managers, and CMSO Support teams throughout the customer engagement.
Accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, and escalation management.
Exercise judgment in selection methods and techniques for obtaining solutions.
Ensures best practices are being adhered to within the customer's environment.
Delivers consistent service levels by exceeding customer expectations and managing customer escalations.
Helps manage and coordinate the processing, communication, and implementation of technical changes, including changes related to new cloud releases, customer requests, field change orders, and reconfigurations, and is engaged on all upgrade and execution plans.
Maintains awareness of all complex service matters including technical solutions implementations and activities.
Reporting on technical performance, and providing reviews of relevant service requests open within a customer's environment
The ability to explain technical problems and solutions to team/client members.
Preferred Qualifications:
The ability to coordinate and support account teams and technical resources.
Builds value-added relationships within the domain of the account to become the trusted technical advisor to the customer.
Strong understanding of Motorola Software and Video products, API technologies, Software Architecture and Design, System Integration, and Cloud Deployment
PMP Certification or similar preferred.
Public Safety background preferred.
Bachelor's degree is preferred.
Target Base Salary Range: $100,000 - $120,000 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.
Basic Requirements
Required Skills:
High School diploma, Associates or Bachelor's degree in Computer Science, Engineering, or Business Management, Customer Success, CSMO, Sales, or Presales experience required.
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
50-75%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
YesOur 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 so we can assist you.
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