Associate Customer Support Manager

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 Motorola Solutions has been a trusted partner to government agencies and enterprises worldwide for over 95 years, providing leading-edge technology and achieving peak performance. Our extensive experience in managing and supporting hundreds of networks in more than 100 countries addresses the challenges of mission-critical operations. We ensure continuity, enhance productivity, and reduce risk, delivering reliable performance when every second counts.

We are ready and able to serve today, tomorrow, and into the future. The Associate Customer Support Manager (ACSM) is responsible for the effective and efficient management of the Lifecycle Service (LCS) business for assigned customer contracts.

This includes forecasting, proposing new services, and managing contract renewals, while also building strong relationships with customers and subcontractors. A key aspect of the role is ensuring customer satisfaction through proper delivery and execution of service contracts. If any service falls short of contracted specifications or a process yields incorrect results, the ACSM will intervene to find a solution.

Job Description The Associate Customer Support Manager (ACSM) is critical for fostering successful relationships between Customer Operations, Motorola Subcontractors, and Motorola Solutions, particularly within the T5N region (Ohio and Michigan preferred, but candidates from North Dakota, South Dakota, Minnesota, Wisconsin, or Illinois are also considered). Customer Relationship Management: Serve as the primary point of contact for customer management, ensuring service delivery and compliance with Service Level Agreements (SLAs). Address customer concerns, driving corrective actions to resolution.

Manage and maintain service scope as outlined in contracts, ensuring customers understand their obligations. Provide timely and appropriate reporting to customers as contractually required.

Collaborate with customers and field teams to create or update Customer Support Plans (CSPs). Oversee the smooth transition from project implementation to warranty support and service delivery in conjunction with the Motorola Solutions Program Manager (PM). This includes documenting support expectations, understanding customer needs, identifying operational requirements, and proposing additional services as needed.

Work on up-sell and cross-sell opportunities with customers. Contract and Service Management: Manage subcontractor deliverables and ensure adherence to agreed-upon scope and outcomes. Address product quality issues as required.

Engage in the case management process to facilitate proper service delivery. Assist partners and vendors with payment and billing issues. Manage third-party vendors as needed.

Handle contract change management. Support the management of service partners’ assigned service contracts. Collaborate with Service Contract and Software Operations (SCSO) for contract loading, renewals, and change order requests, including gathering and providing Booking Packages.

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