Public Safety Software Support Manager

Motorola Solutions; New Mexico; On-site; USD 100,000 - 110,000; 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 is seeking a Call Handling Customer Service Manager to oversee Lifecycle Service for assigned contracts, ensuring customer satisfaction with enterprise software support and services. The role emphasizes relationship-building with customers and advocates and meeting contracted obligations.

You will resolve issues with the Support Organization, drive reporting on software issues, and coordinate change management within service delivery.

Qualifications

• High School diploma, Associate's, or Bachelor's Degree, OR 5+ years of experience in a Technical Customer Support or Public Safety environment.
• Must be able to obtain a background clearance as required by government customers.
• Legal authorization to work in the U.S. indefinitely is required.
• Employer work permit sponsorship is not available for this position.

Responsibilities

• Provide customers/customer advocate a single point of contact for Software Enterprise Support to ensure service delivery and SLA compliance.
• Discuss concerns with customers and drive corrective actions to closure.
• Manage and maintain services scope as per services contract and ensure customers understand obligations in regard to service deliverables.
• Ensure that customers receive appropriate and timely reporting on reported software issues.
• Manage product quality issues as needed; engage in the case management process to ensure proper service delivery.
• Lead and manage the coordination of change requests; manage the response and implementation of approved changes.
• Oversee change implementation into service delivery operations in coordination with Customer.

Skills

Customer service experience

VESTA 9-1-1 knowledge

ServiceNow

Excel

Communication skills

Change management coordination

Ownership and accountability

Education

High School diploma, Associate's, or Bachelor's Degree

Tools

ServiceNow

Excel

Job description

Motorola Solutions is seeking a Call Handling Customer Service Manager to oversee Lifecycle Service for assigned contracts, ensuring customer satisfaction with enterprise software support and services. The role emphasizes relationship-building with customers and advocates and meeting contracted obligations.

You will resolve issues with the Support Organization, drive reporting on software issues, and coordinate change management within service delivery.