Motorola Solutions izstrādā tehnoloģijas sabiedrības drošībai, drošībai un kritiski svarīgiem sakariem. Uzņēmuma risinājumu klāstā ietilpst misijai kritiski P25 un profesionālie DMR radioaparāti, platjoslas ierīces, ar mākslīgo intelektu aprīkota videodrošība, vadības centru risinājumi un pārvaldīti atbalsta pakalpojumi. Uzņēmums apkalpo sabiedriskās drošības, tiesībaizsardzības, izglītības, veselības aprūpes un citu nozaru organizācijas, kurās būtiska ir uzticama koordinācija un ātra reaģēšana. Tā risinājumi palīdz komandām uzturēt sakarus, izprast notikumu attīstību un pieņemt pamatotus lēmumus sarežģītos apstākļos.
Remote Video Customer Support Manager, Northeastern U.S.
Manage Motorola Solutions’ Mobile Video and Vehicle Intelligence service contracts across the northeastern United States. Lead service delivery, renewals, technical escalations, and customer satisfaction.
Apraksts
- Oversee customer contracts and relationships for Mobile Video, Vehicle Intelligence, and other video solutions.
- Ensure contractual commitments are met, service is delivered, and Service Level Agreements are followed.
- Coordinate resources to resolve complex customer issues and shorten resolution times.
- Act as the primary contact for contract management.
- Manage service agreements, field deployments, case handling, and escalations.
- Maintain service scope and clarify customers’ responsibilities for service delivery.
- Build trusted service relationships and advise customers.
- Promote consistent service practices and levels, and ensure corrective actions are completed.
- Coordinate technical changes, releases, customer requests, field change orders, reconfigurations, upgrades, and implementation plans.
- Oversee complex service issues, technical implementations, product quality concerns, and related work.
- Report technical performance and review outstanding service requests.
- Align account teams and technical staff with agreed scope, deliverables, and outcomes.
- Keep operational records, including Customer Support Plans and Service Provider Statements of Work.
- Manage contract renewals, inventory records, Statements of Work, Customer Support Plans, and third-party vendor pricing changes.
- Coordinate the handoff from project implementation to warranty support and ongoing service delivery.
- Stay informed about applicable legal and regulatory data-security requirements.
- Work with Sales, Product, Engineering, Deployment, Customer Success, customer service, onsite service, and support teams.
- Identify opportunities to expand services through upselling and cross-selling.
Prasības
- At least five years of successful lifecycle sustainment account management experience, or five years in customer support or customer account management involving Mobile Video, Vehicle Intelligence, or other video solutions.
- Understanding of Motorola Solutions products and services.
- Familiarity with Oracle, SCDR, and Q2SC contract-management tools.
- Strong working knowledge of CMSO and Network Operations Center offerings and procedures.
- Strong written and verbal communication skills.
- Familiarity with forecasting and business fundamentals related to costs, revenue, and margins.
- Ability to meet contract renewal and service growth targets.
- Sales ability, including building customer relationships, presenting solutions, and closing service-support opportunities.
- Ability to learn service offerings, develop proposals, present to customers, and build collaborative strategies.
- Experience with Google Suite and Microsoft business software.
- High school diploma, associate degree, or bachelor’s degree in Business, Communication, Management, or Technology, or at least five years of Customer Service Management experience.
- Ability to obtain background clearance when required by government customers.
- Authorization to work indefinitely in the United States; the employer does not sponsor work permits.
Priekšrocības
- Incentive bonus plans
- Medical, dental, and vision coverage
- 401(k) with company match
- 10 paid holidays
- Paid time off packages
- Employee stock purchase plan
- Paid parental and family leave
- Referral payment plan
- Travel opportunity of 25–50%