Lifecycle Service Manager - Public Safety Accounts

100000 Motorola Solutions, Inc.; United States; Remote; USD 60,000 - 70,000; Full time

Benefits offered by this job

Incentive Bonus Plans

Medical, Dental, Vision benefits

401K with Company Match

Paid Holidays

Paid Time Off

Employee Stock Purchase Plan

Parental & Family Leave

Job summary

Motorola Solutions is seeking an Associate Customer Support Manager (ACSM) to manage Lifecycle Service for assigned contracts across the T7 Territory (AZ, CO, NM, NV, WY, UT) with preference for AZ/CO. You will be single point of contact for customers, ensure SLA compliance and coordinate with subcontractors.

Responsibilities include forecasting, proposing new services, renewals, reporting, change management, and cross-functional collaboration with SCSO and PM to ensure smooth transition from

Qualifications

• Bachelor’s degree OR 2+ years of experience in one of the following: customer service, customer support, sales support, account management, Motorola services, IT, project management, military experience, or public safety experience.
• Legal authorization to work in the U.S. indefinitely is required.

Responsibilities

• Provide customers a single point of contact for customer management and ensure service delivery and SLA compliance.
• Work with customers to discuss concerns and drive corrective actions to closure.
• Manage and maintain services scope as per services contract and ensure customers understand their obligations in regard to service deliverables.
• Ensure that customers receive appropriate and timely reporting as required by the Services Contract.
• Manage sub-contractor’s deliverables and adherence to agreed scope and outcomes.
• Manage product quality issues as needed (FSB’S)
• Engage in the case management process to ensure proper service delivery.
• Assist partners and vendors as needed with payment and billing issues.
• Identify and implement areas for improvement to ensure improved service quality and best practice delivery.
• Ensure all operational documentation remain up-to-date and relevant.
• Manage third-party vendors as needed.
• Manage contract change management as needed.
• Assist with the management of the MR-assigned service contracts.
• Work with the Service Contract and Software Operations (SCSO) for contract loading, renewals, and service contract change order requests.
• Gather and provide Booking Packages to SCSO for contract loading.
• Work closely with the Motorola Solutions Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
• As a part of this process, the ACSM ensures that there are clearly documented support/service expectations and processes for the customer. They seek to understand customer expectations and needs to ensure that their operational requirements are identified, and properly supported, and if not what additional services can be proposed.
• Work with customer and field teams to create and/or update existing Customer Support Plans (CSP).
• Create customer and service provider Statements of Work.
• Execute contract documents and obtain customer purchase orders.
• Manage the service contract renewal process for all assigned lower complexity service agreements; including but not limited to customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates/changes, Installation Agreements (write-up, obtain PO, and manage)
• Lead and manage the coordination of variation and other change request responses and implementation of approved changes.
• Oversee the change implementation into service delivery operations in coordination with customers.
• Work with customers on up-sell / cross-sell
• Participate in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets, and Installs.
• Achieve the stated on-time contract renewal goal
• Achieve stated services growth goal for assigned contracts

Skills

Customer Satisfaction mindset

Communication skills

WLAN/Wired networking knowledge

Experience with customer support

Project management basics

Education

Bachelor’s degree or 2+ years relevant experience

Tools

Salesforce

Oracle / Services Lifecycle tool

MS Office

Excel

Job description

Motorola Solutions is seeking an Associate Customer Support Manager (ACSM) to manage Lifecycle Service for assigned contracts across the T7 Territory (AZ, CO, NM, NV, WY, UT) with preference for AZ/CO. You will be single point of contact for customers, ensure SLA compliance and coordinate with subcontractors.

Responsibilities include forecasting, proposing new services, renewals, reporting, change management, and cross-functional collaboration with SCSO and PM to ensure smooth transition from