EMEA Services Support Manager

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.

JOB DESCRIPTION

As the Services Support Team Manager, you will manage a remote team across the EMEA region. As part of the International Business Operations Organisation, your duties are not only managing the EMEA team but also aligning processes and leveraging knowledge, supporting International Initiatives, and continuous improvement to support our internal Stakeholders which are the CSM community, customers, and MSI Management.
You are the first point of contact for Regional Services Directors and CSMs related to supporting business needs and translating these into goals for your team for execution. You will be the focal point of contact for any escalations related to Orders, Deliveries, Invoicing, Repairs, and customer experience.
Your ability to categorize and direct to other central teams within MSI is key to achieving goals by cooperating with different departments like Customer Care, Repair Operations, Order Management, Order Delivery, Sales and SI organization, and Customer Experience.
Continuous communication and Information sharing within the Services Support Organisation ensures that the community gets the right access to Information at the right time, which you achieve by maintaining the Communication Platform (One Stop Shop) and by organizing a monthly CSM community call.

EDUCATION AND QUALIFICATIONS

Essential:

• University degree in Economics, Finance or Administration

EXPERIENCE AND SKILLS

Essential:

TRAVEL REQUIREMENTS

25-50%

YOU WILL BE RESPONSIBLE FOR:

• Manage and lead a team of people across the entire Europe and Middle East Africa regions:
• Goal planning, follow-up, and performance reviews
• Support the team and remove roadblocks
• Develop the team
• Hire new employees, replacements
• Ensure processes are documented and updated regularly
• Organize events, meetings
• Ensure internal CSM-related country assignment sheets are updated
• Organize monthly meetings for the Customer Support Manager to ensure Knowledge-sharing focal point of escalations and communication for CSMs and regional Leads
• Ensure internal communication by creating BatChat communities, distributing Newsletters, end of Support bulletins
• Responsible for Creation, maintenance, and reporting of OTL Projects and timesheet reports to ensure correct cost and time allocation within own and other departments.
• Overall, ensure that Orders, (internal, external, and 3rd Party) are placed correctly and delivered on time, Invoicing happens in a correct and timely manner, and repair happens according to existing service contracts promptly.
• Ensure team capability & availability to meet KPIs for United Nations Orders & Deliveries
• Developing continuous improvement reporting and Identify and implement areas for improvement
• Ensure onboarding training has been allocated to new staff within the SST team and CSM community.
• Working with the broader Business Operations team on new initiatives and goals for the benefit of the International Services team.
• Lead VTS service manager, ensuring billing, invoicing, and repairs support for the WFP and fulfilling end customer and supplier contractual requirements related to the project