Federal DoD Customer Support Manager - Remote

Motorola Solutions; United States; Remote; USD 80,000 - 90,000; 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

Job summary

Motorola Solutions in the United States seeks a Customer Support Manager for US Federal DoD Government Markets to ensure customer satisfaction, manage contracts, and identify new sales opportunities across DoD accounts. The role prefers East Coast region and requires 25–50% travel.

Candidates should have 5+ years in lifecycle service account management or related fields, and be able to pass a Federal Background Check. U.S. citizenship and ability to obtain clearance may be required.

Qualifications

• 5+ years of successful experience with lifecycle service account management, systems implementation/integration, LMR sales, or LMR engineering is desired.
• Must be able to pass a Federal Background Check.
• Knowledge of Motorola RF systems and products is a plus
• Knowledge and experience utilizing Microsoft business software (e.g. Outlook, Word, Excel, and PowerPoint) is required
• Job performance depends on ability to successfully utilize Oracle and Salesforce applications.
• Experience with US Federal Government contracts performance is a plus
• US Citizen with ability to obtain US Government clearance(s).
• The CSM travels 25% - 50% of the time. Preference for Eastern Region.

Responsibilities

• Manage Federal Government LMR service contracts for successful deliveries.
• Cultivate and develop relationships, and grow managed service product sales in large accounts.
• Collaborate with Sales Account Management, Pre-sale and Post-sale teams to service customers and grow Motorola Service business.
• Drive growth with goal-oriented plans and customer satisfaction strategies.
• Achieve P&L goals, including service billings and margin performance.
• Market Motorola service capabilities to Federal customers and partners.

Skills

Relationship management

Sales

Customer service

Project coordination

Education

Bachelor's Degree

Tools

Excel

Pivot tables

Oracle

Salesforce

Microsoft Office

Job description

Company OverviewAt the company, 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 OverviewThe Customer Support Manager (CSM) for the US Federal DoD Government Markets is responsible for ensuring customer satisfaction, contractual projects, and identifies new sales opportunities for multiple Department of Defense accounts located in the US, along with additional customers Globally. The East Coast time zone is preferred. Travel is required for customer retention and internal business activities.

Job Description

• The CSM manages Federal Government Land Mobile Radio service contracts with the responsibility for successful deliveries on all services designed for and utilized by the assigned customers.

• Major emphasis on cultivating and developing key relationships and growing managed service product sales in multi-levels of large customer accounts.

• Work closely with Sales Account Management, Pre-sale and Post-sale teams to service customers and to continue to grow the overall Motorola Service business.

• Be responsible for goal driven business growth, account service plans, individual goals, and further development on customer satisfaction strategies.

• Be responsible for achieving P&L goals, including those for service billings, and cost/margin performances.

• Successfully market Motorola service capabilities to account base offered through the Federal Systems Technologists group, Federal Repair Depot, Authorized Service Subcontractors, and the National System Support services.

• The CSM will perform in compliance with all US Federal Government Markets Division and the company contracting requirements and policies.

• The CSM will be responsible for maintaining customer satisfaction through the Program Management team of the United States Navy and other applicable accounts.

• The CSM could/should be expected to provide support over various time zones which the program supports and some Global locations.

• The CSM provides support outside of the typical CSM role which could include contract management support, billing/receivables, P&L tracking, and contract proficiency.

• Goal oriented self-starter with skills and ability to successfully market and manage service support contracts for Project 25 and related wireless technologies.

• Sales skills and abilities in establishing customer relationships, making presentations, and closing service support sales opportunities.

• Must be capable of learning service products, putting together creative proposals, making customer presentations, and forming collaborative strategies with other Motorola sales and support professionals and teams.

• Must also have more than average skills within Excel for Project revenue and margin tracking. Pivot table knowledge is a must.

CANDIDATE EXPECTATIONS

• 5+ years of successful experience with lifecycle service account management, systems implementation/ integration, LMR sales, or LMR engineering is desired.

• Must be able to pass a Federal Background Check.

• Knowledge of Motorola RF systems and products is a plus

• Knowledge and experience utilizing Microsoft business software (e.g. Outlook, Word, Excel, and PowerPoint) is required

• Job performance depends on ability to successfully utilize Oracle and Salesforce applications.

• Experience with US Federal Government contracts performance is a plus

• Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified and sensitive information. US Citizen with ability to obtain US Government clearance(s).

• The Customer Support Manager (CSM) travels 25% - 50% of the time. Preference will be given to applicants located in the Eastern Region.

Target Base Salary Range: $80,000 - $90,000 USD

Consistent with the company 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

• Bachelor's Degree OR 5+ years of experience in one of the following: LMR, Public Safety, Project Coordination, Project Management, Account Management, Customer Support, Technical Services Sales with large Government customers

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements25-50%

Relocation ProvidedNone

Position TypeExperienced

Referral Payment PlanYesOur 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

the company 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 this Reasonable Accommodations Form so we can assist you.