Technical Support Manager - HYBRID

Motorola Solutions; United States; Remote; USD 86,000 - 173,000; Full time

Job summary

Motorola Solutions is seeking a Customer Support Manager for their CommandCentral Support team. The role includes overseeing a team providing support for Law Enforcement Administrative Products and ensuring high customer satisfaction through effective issue resolution. Candidates should have a strong technical background and experience in team leadership, making a significant impact on public safety solutions.

Benefits

Incentive Bonus Plans

Medical, Dental, Vision benefits

401K

10 Paid Holidays

Generous Paid Time Off Packages

Employee Stock Purchase Plan

Paid Parental & Family Leave

Qualifications

• Experience in overseeing technical support teams.
• Strong background in customer service and issue resolution.
• Ability to mentor and guide team members effectively.

Responsibilities

• Oversee and mentor a team of Cloud Solution Subject Matter Experts.
• Ensure operational readiness for new product rollouts.
• Act as an escalation point for complex customer issues.

Skills

Team Leadership

Customer Service

Technical Proficiency

Problem-Solving

Job description

Company Overview

At Motorola Solutions, 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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview Centralized Managed and Support Operations (CMSO) is a group that delivers software solutions to the public safety sector. Our group is committed to providing the technology, knowledge, and tools that will allow our customers to focus on their mission critical goals and responsibilities. We provide support for ground breaking products and solutions that enable public safety entities to respond more quickly and safely to emergent situations. CMSO is a fast-paced environment that seeks motivated and professional individuals willing to work towards our goals as an organization.
Job Description

The CommandCentral Support team provides support for Motorola Solutions software and services deployed to the Public Safety market. This Customer Support Manager position will lead the Law Enforcement Administrative Products that oversee Reporting, Records & Evidence Management solutions. This team is responsible for providing in-depth investigation and handling of customer cases.

Basic Requirements

The Technical Support Manager will:

• Oversee and mentor a team of Cloud Solution Subject Matter Experts, providing guidance and support to ensure efficient and effective resolution of customer issues

• Collaborate closely with additional ecosystem teams to optimize processes, aiming to resolve the maximum number of customer issues on first contact

• Partner with Systems Engineering and Product Management to prioritize fixes and new releases, ensuring timely and effective solutions

• Manage recruitment and retention efforts to maintain adequate staffing levels in alignment with Organizational Directives

• Ensure Operational readiness for new feature/product rollouts, minimizing disruptions and maximizing customer satisfaction

• Cultivate and maintain strong relationships with key customer contacts, ensuring a high level of customer service and satisfaction

• Coordinate with Deployment Leadership and Project Management to enhance new customer experiences during cutovers and transitions to support

• Act as an escalation point for complex or difficult customer issues, providing timely and effective resolutions

• Conduct weekly internal meetings to review and address operational challenges, and to identify and implement process improvements

• Lead customer meetings as needed to coordinate issue resolution and escalation efforts

• Uphold Motorola Solutions' professional standards, ensuring that all employees represent the company in a positive and professional manner

• Monitor and manage backlog cases, providing coaching and support to ensure prompt resolution or escalation

• Utilize metrics and service targets to track individual and team performance, identifying areas for improvement and recognizing achievements

• Promote and facilitate team participation in knowledge article creation and utilization, fostering a culture of knowledge sharing and continuous improvement

• Provide guidance and support to the on-call rotation after-hours for system outages, assisting in root cause analysis, communication, and documentation of resolutions

• Establish performance goals in alignment with the organization's strategic objectives, motivating and empowering team members to achieve their full potential

• Stay abreast of emerging technologies, industry trends, and new products, maintaining a high level of technical proficiency and expertise

• Travel occasionally to VIP customer sites to represent the Support Organization

• Provide CommandCentral support for multiple products

This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers

Target Base Salary Range For This role is $86,500 USD - $173,000 USD
Consistent with Motorola Solutions 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.

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Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

Our U.S.Benefitsinclude:

• Incentive Bonus Plans
• Medical, Dental, Visionbenefits
• 401K
• 10 Paid Holidays
• GenerousPaidTime Off Packages
• Employee Stock Purchase Plan
• PaidParental & Family Leave
• and more!

EEO Statement

Motorola Solutions 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 thisReasonable Accommodations Formso we can assist you.