Federal Associate Customer Support Manager

Motorola Solutions; Richmond (VA); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

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

Job summary

Motorola Solutions in Richmond, VA seeks an experienced Federal Associate Customer Support Manager to support Federal Customer Support Managers and ensure contract commitments are met. You will coordinate efforts, gather data for CSP and IB, and help deliver timely service to government clients.

The role requires an Associate's Degree or 3+ years in related fields, strong Excel/Office skills, and U.S. work authorization.

Qualifications

• Associate's Degree or 3+ years of experience in relevant fields.
• Legal authorization to work in the U.S. indefinitely (sponsorship not available).

Responsibilities

• Supports Federal CSMs to ensure timely execution and compliance with contract commitments.
• Coordinates, reviews, and prioritizes all project/contract efforts with the CSM.
• Assists with providing needed support for RFI and RFP responses (quotes, details from field, etc.).
• Tracks post award contract service deliverables in a central repository.
• Schedules contractual commitments such as Preventative Maintenance Inspections (PMI).
• Gathers inputs for Customer Support Plan (CSP) and Install Base (IB).
• Works with Order Management to ensure data accuracy and timely processing.
• Performs contract loading for customer entitlement of purchased service products.
• Gathers data from customers and field teams for support planning.
• Escalates issues requiring management review and customer satisfaction focus.

Skills

Federal contract support

Customer relationship management

Cross-functional coordination

Attention to detail

Communication skills

Education

Associate degree or 3+ years related experience

Tools

Google Workspace

Microsoft Office

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

In the Government and Public Safety Division at Motorola Solutions, we develop and provide industry leading radio communication systems for Police, Fire, Emergency services and other government agencies including transportation, energy, and more!

We help firefighters see around buildings and police officers see around street corners. We make supply chains visible to retailers and entire power grids visible to utility workers. We provide the situational awareness first responders need when a moment brings catastrophe. And we help companies deliver shipments at the moment they're promised.

We do this by connecting them to seamless communication networks, applications and services, by providing them with real-time information, and by arming them with intuitive, nearly indestructible handheld devices.

Job Description

The Motorola Federal Associate Customer Support Manager (ACSM):

• The ACSM supports the Federal Customer Support Managers (CSM) in activities that contribute to achieving overall division/department goals.
• Provides direct support to the Federal CSMs to ensure timely execution and compliance with contract commitments.
• Coordinates, reviews, and prioritizes all project/contract efforts with the CSM.
• Plays a key role in ensuring our customers are delighted with the services being delivered.
• Assists the Federal CSM with providing needed support for RFI and RFP responses (e.g. quotes from vendors/service shops, gather needed details as requested from field teams, etc.).
• Tracks all post award contract Service Organization deliverables in a central repository.
• Schedules all contractual commitments such as Preventative Maintenance Inspections (PMI), etc. engaging the Service Contract and Subscription Operations (SCSO) and/or field resources.
• Processes all work tickets between vendors and customers to ensure timely accounts payable and receivables.
• Gathers all needed inputs from customer and field teams for Customer Support Plan (CSP) and Install Base (IB); including periodic updates as required.
• Works closely with Order Management teams to ensuring all needed data has been provided, has been loaded accurately, and thoroughly completed to minimize unexpected delay.
• Performs contract loading responsibilities for customer entitlement of purchased service products.
• Orders parts through internal channels, credit card, or through PO system as needed.
• Attends weekly forecast and team meetings.
• Performs (where required) and/or ensures that monthly/quarterly reporting is executed and delivered to customer on time.
• Creates internal and customer facing documentation related to contract services and best practices.
• Monitors Installation Agreements (IA) forecast dates by working directly with the service shop and advising revenue tracking personnel.
• Escalates any issue(s) that may require management review/influence including any customer satisfaction items.
• Works with end customer designated points of contact to collect any needed support data for contract support.
• Has the ability to multi-task in a fast-paced environment, while potentially working remotely from the Federal CSM(s) being supported
• Has a strong knowledge of Google and Google applications, as well as proficiency in Microsoft Office
• Has a general business acumen to include a functional understanding of P&L statements, Risk, Cost/Margin/Revenue principles
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Target Base Salary Range: $60,000 - $70,000 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

• Associate's Degree or 3+ years of experience in one of the following: Lifecycle Service Account Management, Sales, Customer Service, Systems Implementation, Integration, LMR Sales, LMR Engineering, Customer Support, Cyber Security, Customer Account Management, Project Management, Public Safety, Military or Technical Services Sales.
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Benefits

Our U.S.Benefitsinclude:

• Incentive Bonus Plans
• Medical, Dental, Visionbenefits
• 401K with Company Match
• 10 Paid Holidays
• GenerousPaidTime Off Packages
• Employee Stock Purchase Plan
• PaidParental & 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. 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.

We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete thisReasonable Accommodations Formso we can assist you.