Motorola Solutions is looking for a Remote Associate Customer Support Manager for the Southeast Region. In this role, you will manage the Managed and Support Services business for assigned customer contracts, ensuring satisfaction for our Public Safety Customers. You will be responsible for forecasting, proposing services, renewing contracts, and building strong relationships with customers and subcontractors.
What You'll Do
- Be the single point of contact for customer management and ensure service delivery and SLA compliance.
- Work with customers to discuss concerns and drive corrective actions to closure.
- Manage and maintain services scope as per contract and ensure customers understand their obligations.
- Ensure customers receive appropriate and timely reporting as required.
- Manage sub-contractors deliverables and adherence to agreed scope and outcomes.
- Manage product quality issues as needed.
- Engage in the case management process to ensure proper service delivery.
- Assist partners and vendors with payment and billing issues.
- Identify and implement areas for improvement to ensure better service quality.
- Ensure all operational documentation remains up to date.
- Manage third party vendors as needed.
- Manage contract change management processes.
- Assist Senior CSMs with management of assigned service contracts.
- Work with Service Contracts and Subscription Operations (SCSO) for contract loading, renewals, and change orders.
- Gather and provide Booking Packages to SCSO for contract loading.
- Work closely with the Motorola Program Manager to provide a smooth transition from implementation to warranty and service delivery.
- Work with customer and field teams to create or update Customer Support Plans.
- Create customer and service provider Statements of Work.
- Execute contract documents and obtain customer purchase orders.
- Manage the service contract renewal process for assigned lower complexity agreements.
- Lead the coordination of variation and change request responses and implementation.
- Oversee change implementation into service delivery operations with the customer.
- Work with customers on up-sell and cross-sell opportunities.
- Participate in forecasting revenue and margin for Maintenance Agreements, Work Tickets, and Install Agreements.
- Achieve on-time renewal rates and stated services growth goals for assigned contracts.
- Assist with cutting Purchase Orders to third party vendors for the territory.
- Assist with gathering forecast updates for Installation Agreements.
- Monitor PSA renewals.
- Load contracts in Motorola's quoting system (Q2SC/R12).
- Work on quotes with 3rd party vendors and internal quoting efforts with Vesta, Call Works, Avtec, etc.
- Manage shop Preventative Maintenance scheduling across the territory.
- Assist with Work ticket submissions.
- Investigate and assist with invoice and billing issues.
What We're Looking For
- 2+ years of experience in Lifecycle Services, Account Management, Customer Service, Sales, Systems Implementation, Integration, Dispatch, LMR Sales, LMR Engineering, Customer Support, Customer Account Management, Project Management, Public Safety, Military, or Technical Services Sales.
- Legal authorization to work in the U.S. indefinitely. Employer work permit sponsorship is not available.
- Must be able to obtain background clearance as required by government customer(s).
- Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract.
- You must live in the state of Tennessee.
Nice to Have
- It is preferred that you live near Brentwood, TN to travel to the office frequently.
Technical Stack
- Q2SC/R12 (Motorola's quoting system)
- Vesta
- Call Works
- Avtec
Team & Environment
You will be part of the T4W services team, assisting Senior CSMs and the broader T4W services organization.
Benefits & Compensation
- Compensation range: $60,000 - $70,000 USD
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
Work Mode
This is a remote position open to candidates located in Tennessee, Louisiana, Mississippi, Arkansas, Florida, and Alabama.
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.
