Remote Customer Support Manager, Surveillance Systems

Motorola Solutions; Indianapolis (IN); Remote; USD 85,000 - 95,000; 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 seeks a Customer Support Manager in the United States to oversee operational success for Silent Sentinel deployments. You will be the primary contact between customers, Motorola, and subcontractors, ensuring SLA adherence and effective CSPs.

You will drive service renewals, manage SOW changes, and coordinate with field teams to deliver high-quality support. Travel up to 50% may be required to support mission-critical surveillance programs.

Qualifications

• High level of customer service management experience in security or surveillance environments.
• Understanding of contract renewals, pricing, and service revenue forecasting.
• Familiarity with Network Operations Center (NOC) and call center escalations.
• Excellent verbal and written communication for customers and field teams.

Responsibilities

• Serve as the single point of contact for customer management, ensuring SLA compliance for Silent Sentinel deployments.
• Partner with Motorola Program Managers to transition systems from implementation to warranty and ongoing service operations.
• Manage service contract scope and deliverables, ensuring customer obligations are clear.
• Collaborate with customers and field engineers to develop and maintain Customer Support Plans (CSP).
• Oversee vendors and subcontractors to ensure field deliverables meet scope and performance.
• Lead service contract renewals, manage SOW changes and third-party pricing updates.
• Address customer concerns and drive corrective actions to improve service quality.
• Identify opportunities for up-sell or cross-sell to grow services.

Skills

Customer service management

Video surveillance knowledge

Financial acumen

NOC processes

Communication skills

Enterprise tools

Education

Bachelor's degree in Business/Management/Technology

Tools

Oracle

Service Lifecycle

Microsoft Office

Google Workspace

Job description

Motorola Solutions seeks a Customer Support Manager in the United States to oversee operational success for Silent Sentinel deployments. You will be the primary contact between customers, Motorola, and subcontractors, ensuring SLA adherence and effective CSPs.

You will drive service renewals, manage SOW changes, and coordinate with field teams to deliver high-quality support. Travel up to 50% may be required to support mission-critical surveillance programs.