Remote Customer Support Manager – Surveillance Solutions

Motorola Solutions; Atlanta (GA); Remote; USD 85,000 - 95,000; Full time

Benefits offered by this job

Incentive bonus plans

Medical, dental, vision benefits

401K with company match

Job summary

Motorola Solutions is seeking a Customer Support Manager to drive operational success by managing relationships among customers, Motorola, and subcontractors for Silent Sentinel deployments. You will ensure SLA compliance, coordinate transitions to warranty support, and oversee service contracts and renewals.

This role requires 3+ years in tech customer service, knowledge of Fixed Video, and strong communication.

Qualifications

• Minimum 3+ years of technical customer service or support experience in video surveillance, defense, or security accounts.
• Solid understanding of Motorola Solutions' Fixed Video portfolio.
• Financial acumen for renewals, vendor pricing, and revenue forecasting.
• Familiarity with NOC and customer call center procedures for escalations.
• Excellent verbal and written communication with customers and field teams.

Responsibilities

• Serve as the single point of contact for customer management and SLA compliance for Silent Sentinel deployments.
• Coordinate with Program Managers to transition systems to warranty support and ongoing service operations.
• Manage service contract scope and customer obligations for deliverables.
• Create, document, and maintain Customer Support Plans with customers and field teams.
• Oversee third-party vendors to ensure scope and performance.
• Lead service contract renewals, update hardware inventory, and manage SOW changes.
• Address customer concerns and drive corrective actions to closure, improving service quality.
• Identify up-sell or cross-sell opportunities to grow services.

Skills

Customer service management

Contract renewals

NOC procedures

Communication skills

Oracle

MS Office

Google Workspace

Travel 25-50%

Education

High School diploma

Associates or Bachelor's degree

Tools

Oracle

Services Lifecycle Management

Microsoft Office Suite

Google Workspace

Job description

Motorola Solutions is seeking a Customer Support Manager to drive operational success by managing relationships among customers, Motorola, and subcontractors for Silent Sentinel deployments. You will ensure SLA compliance, coordinate transitions to warranty support, and oversee service contracts and renewals.

This role requires 3+ years in tech customer service, knowledge of Fixed Video, and strong communication.