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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

JOB DESCRIPTION

The Customer Support Manager (CSM) acts as the customer advocate and is the focal point with regards to all Customer service related escalations relating to their mission-critical systems. Such systems include Land Mobile Radio solutions, Software solutions such as Mission Critical Broad Band Push to Talk (MCPTT), through to Two-way Radio products.
This position is for someone typically transitioning from a technical or business role to a Customer facing operations role, whose responsibilities will include ensuring that the contractual commitments are met or exceeded for the ongoing support contracts, within the countries and accounts assigned.
The CSM is also responsible for driving services growth, by promoting support services, either as part of a new solution sale or as a standalone service.
This position requires a high degree of customer engagement, sales support skills coupled with program planning, and technical knowledge of the various systems and subsystems that form the portfolio. Ideally, experience in working within the delivery or support of complex software solutions will be a benefit.

PERSONAL SKILLS, WORK AND MANAGEMENT STYLE:

• Excellent communication skills in English (verbal, written and presentation)
• Experience either within a Level 2 Technical Support Operations, Project Management, or Customer Support business environment including the ability to work with the Customer / End users at both Management and User levels
• Effective stakeholder management skills (internal and external), including the ability to articulate ideas clearly and concisely
• Ability to plan, prioritise and meet strict deadlines, with a business, commercial and financial acumen including strong analytical skills
• Capable of working through commercial issues and recommending courses of action with experience of problem solving and conflict resolution
• Self-motivated and the ability to effectively prioritise and multi-task, demonstrate flexibility and ownership within a fast-changing and ambiguous environment

EDUCATIONAL BACKGROUND :

• Successful candidates are likely to hold either a Bachelor’s degree from an accredited institution within a business or technical field,

OR

• A minimum of 7 years’ experience working in an external customer interfacing role specifically in the Telecommunications, Software Enterprise or IT Industry.

TRAVEL REQUIREMENTS

25-50%