Additional Information
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 Video Customer Support Manager position resides in Global Services, within the North America Managed & Support Services organization. This role is responsible for the day-to-day management of customer contracts and relationships for our video solutions, including Mobile Video and Vehicle Intelligence product lines. The Video Customer Support Manager ensures we are meeting our contractual obligations, provides exceptional expertise in our video solutions, and directs 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, on-site technical expertise, and ongoing professional services, this organization will drive operational acceptance and satisfaction of the broader product ecosystem across all customers.
Job Description
This role reports into the Video Services Regional Support Manager based on geographical location.
Responsibilities/Expectations:
Collaborate with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Service Managers, Onsite Servicers, and CMSO Support teams throughout the customer engagement.
Provide Customers a single point of contact for Contract management and ensure service delivery and Service Level Agreements (SLA) compliance
Be accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, case management, and escalation processes.
Manage and maintain services scope as per services contract and ensure Customers understand their obligations in regard to service deliverables.
Build value-added relationships within the domain of the account to become the trusted service delivery advisor to the customer.
Ensure best practices are being adhered to within the customer's environment.
Deliver consistent service levels by exceeding customer expectations and driving corrective actions to closure.
Help manage and coordinate the processing, communication, and implementation of technical changes, including changes related to new releases, customer requests, field change orders, and reconfigurations, and be engaged on all upgrade and execution plans.
Maintain awareness of all complex service matters, including technical solutions implementations, product quality issues and related activities.
Report on technical performance and provide reviews of relevant service requests open within a customer's environment.
Ensure effective coordination and support between account teams and supporting technical resources, resulting in adherence to agreed scope, deliverables, and outcomes.
Have familiarity with video solution deployment methodologies and quality processes.
Show dedication to delivering and supporting end-to-end solutions with exceptional quality, identifying up-sell or cross-sell opportunities.
Ensure all operational documents remain up to date and relevant, such as Customer Support Plans and Service Provider Statements of Work.
Manage the service contract renewal process for all assigned service agreements; including but not limited to customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates / changes.
Work closely with the Motorola Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
Remain current with the complex and evolving legal and regulatory requirements regarding data security best practices.
Motorola · Texas Remote Work