Motorola Solutions is looking for a Software Customer Service Manager - VESTA to ensure the success of our public safety customers. In this role, you will be responsible for the day-to-day management of Vesta 911 call handling customer service contracts and relationships, acting as a trusted technical advisor while ensuring contractual obligations are met.
What You'll Do
- Work in collaboration with Sales, Product, Engineering, Deployment, and CMSO Support teams throughout the customer engagement.
- Accountable for the execution of service agreements, deployment of field resources, reduction in time to resolution, and escalation management.
- Ensure best practices are being adhered to within the customer's environment.
- Deliver consistent service levels by exceeding customer expectations and managing customer escalations.
- Facilitate life-cycle management of upgrades, technical service bulletins, and system changes.
- Maintain awareness of all complex service matters including technical solutions implementations and activities.
- Report on technical performance and provide reviews of relevant service requests open within a customer's environment.
- Explain technical problems and solutions to internal stakeholders and customers.
- Ensure effective coordination and support between account teams and supporting technical resources.
- Build value-added relationships within the domain of the account to become the trusted technical advisor.
- Manage escalated situations through leadership and customer relationship knowledge.
What We're Looking For
- A High School diploma, Bachelor's Degree OR 3+ years of experience in a Technical Customer Support, OR a Public Safety environment.
- Must be able to obtain background clearance as required by government customer.
- Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Nice to Have
- 3+ years of Customer Service/Support experience.
- Understanding of Motorola Solutions products and services with a particular focus on VESTA 9-1-1.
- Understanding of ServiceNow ticketing tools.
- Understanding of the Google software suite.
- Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures.
- Ability to communicate with customer personnel regarding the operation and support of the Motorola Products deployed.
- Exhibit strong ownership and follow through; own the customer’s issue and drive resolution.
- Exceptional interpersonal skills.
- Strong determination in the face of challenges.
- Strong verbal and written communication skills.
- Strong organizational skills and the ability to handle multiple tasks. Effective time management skills.
- Proficient computer skills with emphasis on windows based applications.
- Customer focused; detail orientated individual.
- Ability to maintain a positive attitude in a high stress/at times confrontational situation.
- Focused individual who understands the value of excellent customer service and the impact to business.
- Confident individual who exceeds at responsibility and accountability.
- Demonstrates a high degree of drive and determination; willing to go the extra mile.
- Adaptive and flexible individual who is willing to learn and make recommendations for improvements.
- Ability to work and make decisions with minimal supervision.
Technical Stack
- ServiceNow
- Google software suite
Team & Environment
This role resides in the Command Central Software Deployment and Support Services Organization within Global Services and reports to the Command Center Software Support Services Regional Services Manager.
Benefits & Compensation
- Compensation: $105,000-$115,000 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.
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.
