Customer Support Manager

Motorola Solutions; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A global technology company in Dubai is looking for a Customer Support Manager to oversee service delivery and drive growth in support services. The ideal candidate will possess a bachelor's degree and extensive experience in customer support, particularly in technical environments. Strong communication skills, stakeholder management, and problem-solving abilities are essential. This role requires travel of at least 50% of the time and adherence to security vetting checks.

Qualifications

• Strong analytical skills to assess customer needs.
• Ability to engage with customers to identify upsell opportunities.
• Experience managing subcontractor deliverables.

Responsibilities

• Act as the customer advocate providing a single point of contact.
• Drive services growth by promoting support services.
• Ensure service delivery and SLA compliance.

Skills

Excellent communication skills in English

Level 2 Technical Support Operations

Effective stakeholder management

Problem-solving and conflict resolution

Education

Bachelor's degree in business or technical field

Higher technical qualification plus 5 years experience

10 years experience in customer-interfacing role

Job description

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 centre 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.

Department Overview

Managed and Support Services Middle East and Africa

Job Description

The Customer Support Manager (CSM) acts as the customer advocate and is the focal point for all customer‑service related escalations for their mission‑critical systems, including Land Mobile Radio solutions, software solutions such as Mission Critical Broad Band Push to Talk (MCPTT), and Two‑way Radio products.

This position is for someone transitioning from a technical or business role to a customer‑facing operations role. Responsibilities include ensuring that contractual commitments for ongoing support contracts in the assigned countries and accounts are met or exceeded. The CSM is also responsible for driving services growth by promoting support services as part of a new solution sale or as a standalone service.

The role requires a high degree of customer engagement, sales‑support skills, program planning, and technical knowledge of the various systems and subsystems that comprise the portfolio. Experience in delivery or support of complex software solutions is a benefit.

Scope of Responsibilities / Expectations

Operations

• The Customer advocate providing a single point of contact to ensure service delivery and Service Level Agreements (SLA) compliance, including ensuring the correct level of quality escalations and timely resolutions.
• Maintains product and software lifecycle plans and ensures plans are provided/maintained from third‑party vendors.
• Manages subcontractor deliverables and adherence against customer contractual commitments.
• Executes the support service business plan, manages and reports orders, revenue and costs, and identifies and implements improvement areas to support service margin quality and best‑practice delivery.
• Ensures a smooth transition from project implementation to warranty support and service delivery.
• Manages the service contract renewal process for all assigned service agreements.

Business Development

• Engage with customers to identify upsell opportunities within existing accounts, including software support solutions adapted to the customers’ operational needs and mitigating operational risks.
• Support account managers in customer meetings, financial and commercial negotiations, road shows, and other activities.
• Support the pre‑sales team with tender/proposal costs, risks & pricing, and assist the procurement team with subcontractor scope, SLA negotiations, and contract set‑up.

Basic Requirements

Personal Skills, Work and Management Style

• Excellent communication skills in English (verbal, written and presentation). Local languages (Arabic or French) appreciated.
• Experience in Level 2 Technical Support Operations, Project Management or a Customer Support business environment, with the ability to work with customers/end‑users at both management and user levels.
• Effective stakeholder management skills (internal and external) with the ability to articulate ideas clearly and concisely.
• Ability to plan, prioritise and meet strict deadlines with business, commercial and financial acumen and strong analytical skills.
• Capable of working through commercial issues and recommending courses of action, with experience of problem solving and conflict resolution.
• Self‑motivated, capable of prioritising and multi‑tasking, demonstrating flexibility and ownership within a fast‑changing and ambiguous environment.

Security Clearance

All applicants must be willing to undergo detailed security vetting checks based on country and customer requirements.

Travel Requirements

Travel will be no less than 50% of the time in the assigned region.

Educational Background

Successful candidates are likely to hold either: • A bachelor’s degree from an accredited institution within a business or technical field, • A higher technical qualification plus a minimum of 5 years experience, or • A minimum of ten years experience in an external customer‑interfacing role specifically in the telecommunications, software enterprise or IT industry.

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.

We are proud of our people‑first and community‑focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.