Associate Customer Support Manager - Federal DoD

Motorola Solutions•Washington, DC

1d•$60,000 - $70,000•Remote

About The Position

The Associate Customer Support Manager for Federal DoD (ACSM) provides essential support to the Federal DoD Customer Support Manager (CSM) to meet overall division and department goals and ensure customer satisfaction. Contract and Service Management Support: Directly supports Federal DoD CSMs to ensure the timely execution and compliance of contract commitments. Coordinates, reviews, and prioritizes all contract and project efforts with the CSM. Serves as a key liaison to ensure customer delight with service delivery. Tracks all post-award contract service deliverables using a central repository. Schedules all contractual commitments, such as Preventative Maintenance Inspections (PMI), by engaging Centralized Managed Service Operations (CMSO) and/or field resources. Processes work tickets between vendors and customers to facilitate timely accounts payable and receivables. Performs contract loading to ensure customer entitlement of purchased service products. Monitors Installation Agreements (IA) forecast dates by collaborating with the service shop and advising revenue tracking personnel. Documentation and Data Management: Assists the Federal DoD CSM with RFI and RFP responses (e.g., gathering quotes from vendors/service shops, collecting details from field teams). Gathers all necessary inputs from customers and field teams for the Customer Support Plan (CSP) and Install Base (IB), including periodic required updates. Creates internal and customer-facing documentation related to contract services and best practices. Performs (where required) and/or ensures that monthly/quarterly customer reporting is executed and delivered on time. Works with designated end-customer points of contact to collect necessary support data for contract support. Operational and Internal Coordination: Works closely with Order Management teams to ensure all necessary data is accurately provided, loaded, and thoroughly completed to prevent unexpected delays. Orders parts through internal channels, credit card, or the PO system as required. Attends weekly forecast and team meetings. Escalates any issue(s) requiring management review/influence, including any customer satisfaction items. Required Competencies: Ability to multi-task in a fast-paced environment, potentially working remotely from the supported Federal CSM(s). Strong proficiency in Google and Google applications, as well as Microsoft Office and Excel. General business acumen, including a functional understanding of P&L statements, Risk, and Cost/Margin/Revenue principles. #LI-CC1

Requirements

2+ years of experience in one of the following: Lifecycle Services, Account Management, Management, Customer Service, Sales, Systems Implementation, Integration, Dispatch, LMR Sales, LMR Engineering, Customer Support, Customer Account Management, Project Management, Public Safety, Military or Technical Services Sales.
Legal authorization to work in the U.S. indefinitely is required.
Ability to multi-task in a fast-paced environment, potentially working remotely from the supported Federal CSM(s).
Strong proficiency in Google and Google applications, as well as Microsoft Office and Excel.
General business acumen, including a functional understanding of P&L statements, Risk, and Cost/Margin/Revenue principles.

Responsibilities

Directly supports Federal DoD CSMs to ensure the timely execution and compliance of contract commitments.
Coordinates, reviews, and prioritizes all contract and project efforts with the CSM.
Serves as a key liaison to ensure customer delight with service delivery.
Tracks all post-award contract service deliverables using a central repository.
Schedules all contractual commitments, such as Preventative Maintenance Inspections (PMI), by engaging Centralized Managed Service Operations (CMSO) and/or field resources.
Processes work tickets between vendors and customers to facilitate timely accounts payable and receivables.
Performs contract loading to ensure customer entitlement of purchased service products.
Monitors Installation Agreements (IA) forecast dates by collaborating with the service shop and advising revenue tracking personnel.
Assists the Federal DoD CSM with RFI and RFP responses (e.g., gathering quotes from vendors/service shops, collecting details from field teams).
Gathers all necessary inputs from customers and field teams for the Customer Support Plan (CSP) and Install Base (IB), including periodic required updates.
Creates internal and customer-facing documentation related to contract services and best practices.
Performs (where required) and/or ensures that monthly/quarterly customer reporting is executed and delivered on time.
Works with designated end-customer points of contact to collect necessary support data for contract support.
Works closely with Order Management teams to ensure all necessary data is accurately provided, loaded, and thoroughly completed to prevent unexpected delays.
Orders parts through internal channels, credit card, or the PO system as required.
Attends weekly forecast and team meetings.
Escalates any issue(s) requiring management review/influence, including any customer satisfaction items.