Customer Support Manager - (Silent Sentinel) - US Remote

Motorola Solutions; United States; Remote; USD 85,000 - 95,000; Full time

Job summary

Motorola Solutions seeks a Customer Support Manager (CSM) to oversee relationships among customers, Motorola, and subcontractors, ensuring seamless service delivery and SLA compliance for Silent Sentinel deployments.

You will partner with Program Managers to transition systems from implementation to warranty support, manage service contracts, and develop tailored Customer Support Plans with field teams and vendors.

Qualifications

• 3+ years of technical customer service or support experience.
• Experience in video surveillance, defense, or physical security accounts.
• Solid understanding of Motorola Solutions' Fixed Video portfolio.
• Fundamental financial acumen to manage contract renewals, pricing, and forecasting.
• Ability to obtain a background clearance as required by government customers.

Responsibilities

• Be the single point of contact for customer management and SLA compliance.
• Coordinate transitions from project to warranty support and ongoing service operations.
• Manage service contract scope and ensure customers understand obligations and deliverables.
• Develop and maintain tailored Customer Support Plans with customers and field teams.
• Oversee third-party vendors to meet scope and performance.
• Lead service contract renewals and pricing changes with customers.
• Address customer concerns and drive corrective actions for quality.
• Identify up-sell or cross-sell opportunities to grow services.

Skills

Customer service

Video surveillance

Security accounts

Communication

NOC procedures

Call center

Oracle

Microsoft Office

Google Workspace

Travel 25-50%

Education

Bachelor's degree in Business, Communication, Management, Technology

Associate's degree

High School diploma

Tools

Oracle

Services Lifecycle management platforms

Microsoft Office

Google Workspace

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. 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

At Motorola Solutions, we empower people to be their best in the moments that matter. We provide critical situational awareness by connecting first responders to seamless communication networks, real-time information, and intuitive, rugged devices. As a vital part of this mission, the Silent Sentinel group within our North America Fixed Video Team specializes in ruggedized, multi-sensor, long-range thermal and infrared camera systems. Silent Sentinel's core mission is to deliver precision target identification and all-in-one situational awareness across extreme environments, equipping defense, border, aviation, and maritime operations with the vision needed to detect threats from miles away and secure critical infrastructure.

Job Description

The Customer Support Manager (CSM) drives overall operational success by actively managing the relationships among the Customer, Motorola, and our subcontractors.

Responsibilities

• Serve as the single point of contact for customer management, ensuring seamless service delivery and Service Level Agreement (SLA) compliance for all Silent Sentinel video surveillance deployments.
• Partner with Motorola Program Managers to ensure a smooth transition of Silent Sentinel systems from the project implementation phase to warranty support and ongoing service operations.
• Manage service contract scope, ensuring customers fully understand their obligations and the specific service deliverables associated with their solutions.
• Collaborate with customers and field engineering teams to develop, document, and maintain tailored Customer Support Plans (CSP).
• Oversee third-party vendors and subcontractors to ensure field deliverables and maintenance work adhere to scope and performance outcomes required for Silent Sentinel hardware.
• Lead the service contract renewal process for Silent Sentinel agreements, managing customer hardware inventory updates, Statements of Work (SOW) modifications, and third-party pricing changes.
• Address customer concerns regarding Silent Sentinel network or product quality issues, driving corrective actions to closure and implementing best practices to improve overall service quality.
• Drive services growth by understanding the customer's evolving needs and proposing appropriate up-sell or cross-sell opportunities.

Preferred Qualifications

• 3+ years of technical customer service or support experience, preferably managing video surveillance, defense, or physical security accounts.
• Solid understanding of Motorola Solutions' Fixed Video portfolio.
• Fundamental financial acumen required to manage contract renewals, third-party vendor pricing, and service revenue forecasting.
• Working knowledge of Network Operations Center (NOC) and Customer Call Center procedures to effectively manage escalations for mission-critical surveillance platforms.
• Exceptional verbal and written communication skills to articulate service deliverables and technical requirements to both customers and field engineering teams.
• Proficiency in enterprise tools, including Oracle, Services Lifecycle management platforms, Microsoft Office Suite, Google Workspace, etc.
• Must be able to travel between 25% to 50% as required for this position.
• This position requires compliance with all Motorola policies, standards, and code of conduct, as well as passing necessary background checks required for customer site access.
• This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.

Target Base Salary Range

Target Base Salary Range: $85,000 - $95,000 USD Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

Basic Requirements

Required Skills: High School diploma, Associates, or Bachelor's degree in Business, Communication, Management, Technology, or 3+ years of Customer Service Management experience required. Must be able to obtain a background clearance as required by our government customers. Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

Over 50% Relocation Provided None

Position Type

Experienced Referral Payment Plan Yes

Our U.S. Benefits include

• 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 and more!

EEO Statement

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.

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.

MOTOROLA SOLUTIONS 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. Learn more at www.motorolasolutions.com.