Associate Customer Support Manager ACSM

at  Motorola Solutions

COMPANY OVERVIEW

At Motorola Solutions, we’re guided by a shared purpose – helping people be their best in the moments that matter – and we live 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 by building the best possible technologies across every part of our safety and security ecosystem. That’s mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We’re solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that’s critical to connect those in need with those who can help. The work we do here matters.

CANDIDATE REQUIREMENTS:

• Must be able to obtain background clearance as required by government customer(s)
• The ACSM role requires 10 to 25% of travel.
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BASIC REQUIREMENTS

• Bachelor’s degree OR 2+ years of experience in one of the following: customer service, customer support, sales support, account management, Motorola services, IT, project management, military experience, or public safety experience

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• Baccalauréat OU 2 années ou plus d’expérience dans l’un des domaines suivants : service client, assistance client, assistance commerciale, gestion de compte, services Motorola, informatique, gestion de projet, expérience militaire ou expérience en sécurité publique

TRAVEL REQUIREMENTS

10-25%

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 command of communication skills, both oral and writte

DUTIES AND RESPONSIBILITIES:

The ACSM is responsible for the overall success of and the relationship between the Customer’s Operation, Motorola Subcontractors, and Motorola Solutions within the T1 Territory.

KEY RESPONSIBILITIES INCLUDE:

• Manage sub-contractors deliverables and adherence to agreed scope and outcomes.
• Assist partners and vendors as needed with payment and billing issues.
• Ensure all operational documentation remains up-to-date and relevant.
• Manage third-party vendor contracts as needed.
• Manage contract change management as needed.
• Assist with the management of the IA-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 the customer’s support/service expectations and processes are documented. 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.
• 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 command of communication skills, both oral and written