Customer Support Manager

About the Company

Motorola Solutions is a leading global provider of innovative communication technologies focused on enhancing safety and security worldwide. The company’s dedicated workforce thrives in a diverse, inclusive, and collaborative culture aimed at connecting and protecting individuals, properties, and communities across public safety, government, and mission-critical digital mobile communication sectors.

Role Overview

The Customer Support Manager (CSM) at Motorola Solutions is responsible for overseeing the Lifecycle Service (LCS) operations within assigned customer contracts, primarily for public safety and government clients. This role entails managing service delivery, maintaining contract compliance, and fostering robust relationships among customers, subcontractors, and internal teams. The CSM acts as the main liaison for customers, promptly resolving issues, facilitating corrective measures, and ensuring superior customer satisfaction. The position also involves managing contract scope, renewals, change requests, and coordinating with various internal and external stakeholders to ensure smooth transitions from project deployment to ongoing support. Candidates must reside in Texas or Oklahoma and be willing to travel up to 25% for client engagement.

Key Responsibilities

• Serve as the principal contact for customers, ensuring transparent communication and satisfaction.
• Oversee lifecycle service delivery aligned with contractual requirements and service level agreements.
• Collaborate closely with subcontractors and internal teams to guarantee timely, quality service.
• Monitor service performance metrics and provide regular updates to customers and internal parties.
• Identify, address, and resolve service issues quickly, implementing corrective actions until resolution.
• Manage contract scope, renewals, change orders, and maintain proper documentation.
• Develop and update Customer Support Plans and Statements of Work as required.
• Drive contract renewals and identify upsell opportunities to support revenue growth.
• Work with Program Managers to ensure seamless shift from implementation to support phases.
• Coordinate with Network Operations Center and Customer Call Center teams to maintain operational excellence.
• Manage third-party vendors, ensuring adherence to contractual and quality standards.
• Continuously evaluate service processes for improvement and implement best practices.
• Assist in forecasting revenue and profit margins related to service agreements and installations.
• Support billing and payment procedures involving partners and vendors.

Qualifications

• High School Diploma or G.E.D. is mandatory; Bachelor's Degree preferred.
• Minimum 4 years related experience in customer service, support, or systems management.
• At least 2 years in customer support or similar functional area.
• Legal authorization to work in the U.S. without visa sponsorship.
• Ability to pass background checks as required by government contracts.
• Proficient with Microsoft Office Suite (Word, Excel, PowerPoint).
• Familiarity with Oracle or Services Lifecycle tools is advantageous.
• Strong verbal and written communication and interpersonal skills.
• Basic financial understanding related to service revenue management.
• Knowledge of Motorola Solutions’ products and support processes is a plus.
• Capable of working independently while managing multiple priorities efficiently.

Employee Benefits

• Performance-based incentive bonus plans.
• Comprehensive medical, dental, and vision insurance coverage.
• 401(k) retirement plan with company matching contributions.
• Paid holidays and generous paid time off policies.
• Employee stock purchase program.
• Paid parental and family leave.
• Opportunities for professional growth and career advancement.
• A workplace culture committed to inclusivity and support.

Equal Opportunity

Motorola Solutions values diversity and is an equal opportunity employer. The company promotes an inclusive environment regardless of race, religion, gender identity, sexual orientation, disability, veteran status, or other protected categories. Accommodations are available for candidates requiring assistance during the hiring process. Join us in our commitment to creating safer communities through advanced technology and dedicated service.