Associate Customer Support Manager - Arizona or Colorado

About this role

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 It’s not just about having the right technology, it’s about achieving peak performance. Motorola Solutions has served as a trusted partner to government agencies and enterprises worldwide for more than 95 years. Our years of leadership, innovation and experience managing and supporting hundreds of networks in more than 100 countries help answer the challenges of mission-critical operations – ensure continuity, enhance productivity and reduce risk – helping achieve peak performance. When every second counts and performance reliability is a must – we are ready and able to serve today, tomorrow and into the future.

The primary responsibility of the Associate Customer Support Manager (ACSM) is to effectively and efficiently manage the Lifecycle Service (LCS) business for their assigned customer contracts and ensure customer satisfaction with Motorola Solutions Public Safety Customers. The LCS 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. If any service is not being performed up to contracted specifications or a process is not producing the correct results, the ACSM will become involved and find a solution. Job Description The ACSM is responsible for the overall success of and the relationship between the Customer’s Operation, Motorola Subcontractors, and Motorola Solutions within the T7 Territory which includes the following states: Arizona, Colorado, New Mexico, Nevada, Wyoming and Utah. Preferences will be given to candidates located in the state of Arizona and Colorado. 

Key responsibilities include: • 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-contractor's deliverables and adherence to agreed scope and outcomes.

• Manage product quality issues as needed (FSB’S)

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

• Assist partners and vendors as needed with payment and billing issues.

• Identify and implement areas for improvement to ensure improved service quality and best practice delivery.

• Ensure all operational documentation remain up-to-date and relevant.

• Manage third-party vendors as needed.

• Manage contract change management as needed.

• Assist with the management of the MR-assigned service contracts.

• Work with the Service Contract and Software Operations (SCSO) for contract loading, renewals, and service contract change order requests.

• Gather and provide Booking Packages to SCSO for contract loading.

• Work closely with the Motorola Solutions Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery. 

• As a part of this process, the ACSM ensures that there are clearly documented support/service expectations and processes for the customer. They seek to understand customer expectations and needs to ensure that their operational requirements are identified, and properly supported, and if not what additional services can be proposed.

• Work with customer and field teams to create and/or update existing Customer Support Plans (CSP).

• Create customer and service provider Statements of Work.

• Execute contract documents and obtain customer purchase orders.

• Manage the service contract renewal process for all assigned lower complexity service agreements; including but not limited to customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates/changes, Installation Agreements (write-up, obtain PO, and manage)

• Lead and manage the coordination of variation and other change request responses and implementation of approved changes.

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

• Work with customers on up-sell / cross-sell

• Participate in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets, and Installs.

• Achieve the stated on-time contract renewal goal

• Achieve stated services growth goal for assigned contracts

Specific Knowledge/Skills: • Experience with Salesforce

• Basic financial acumen

• Computer skills (i.e. MS Office suite)

• Customer Satisfaction mindset

• Understanding of Oracle / Services Lifecycle tool and Excel is preferred

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

• Strong command of communication skills, both oral and written

• Ability to communicate with customer IT personnel regarding WLAN and wired infrastructures.

Candidate Requirements: • Must be able to obtain background clearance as required by government customer(s)

• The ACSM MUST reside in one of the following states: Arizona, Colorado, New Mexico, Nevada, Wyoming, and Utah. Preferences will be given to candidates located in the state of Arizona or Colorado. 

• The ACSM role requires 25% travel around the state of Arizona and/or Colorado

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