Software Customer Support Manager (TX Remote)

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 Global Services Command Central Software Deployment and Support Services Organization delivers solutions to the public safety sector. We are committed to providing technology and tools which will allow customers to focus on their mission, and enable them to respond faster with smarter and safer decisions. Our services and support team is focused on Software Enterprise products such as 9-1-1 Call Handling, Computer Aided Dispatch, Records Management Systems, Jail Management Systems and Mobile Data Computing, among other offerings.

Job Description

The Software Customer Service Manager (CSM) position resides in Global Services,  within the Command Central Software, Managed and Support Services Organization. This role is responsible for the day-to-day management of the customer services contracts and services relationships for CommandCenter Software. 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.

The Software Customer Support Manager reports to the Command Center Software Support Services Regional Services Manager.

Scope of Responsibilities/Expectations:

• Work in collaboration with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio 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

• Can explain technical problems and solutions to team/client members.

• Ensures effective coordination and support between account teams and supporting technical resources.

• Builds value-added relationships within the domain of the account to become the trusted technical advisor to the customer.

• Manage escalated situations through leadership and customer relationship knowledge and by assisting the technical teams in critical situations

• 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. 

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Specific Knowledge/Skills:

•  3+ years of experience working in a Customer Service/Customer Support environment preferred.

• Strong understanding of Motorola Software and Video products, API technologies, Software Architecture and Design, System Integration, and Cloud Deployment

• Understanding of ServiceNow ticketing tools

• Understanding of the Google software suite

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

• 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 resolution to ensure the customer is satisfied with the end result

• Exceptional interpersonal skills required

• Strong determination in the face of challenges. Our customers 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 exceeds at responsibility and accountability

• 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: $85,000 - $95,000 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, or Associates, or Bachelor's Degree, OR 3+ years of experience in one of the following: Technical Customer Support, 911 Centers, or Public Safety 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.

#LI-JM3

#LI-REMOTE

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

• 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.