Call Handling Customer Service Manager - T7

Motorola Solutions•New Mexico, US Offsite, NV

11d•$100,000 - $110,000•Remote

About The Position

The Software Customer Service Manager position resides in North America Command Center Software, Managed & Support Services and Success, within the Deployment and Service division. The team supports our public safety agencies throughout the world once those customers go live with our products and systems. The team is committed to providing services for the technology and tools we offer which allows those customers to focus on their mission, and enable them to respond faster with smarter and safer decisions. This role is responsible for the day-to-day management of the customer services contracts and services relationships for the Emergency Call Handling and other MSI software products. The Call Handling Customer Service Manager ensures we are meeting our contractual obligations, provides exceptional expertise in our software and mobile video solutions, and drives the appropriate resources to solve complex issues across our customer base. This organization is dedicated to the long-term success of our customers. Through enhanced customer relationships, onsite technical expertise, and ongoing professional services, this organization will drive operational acceptance and satisfaction of the broader product ecosystem across all customers.

Requirements

3+ years customer service/support experience
Understanding of Motorola Solutions products and services with a particular focus on VESTA 9-1-1
Understanding of ServiceNow ticketing tools and Excel.
Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures
Strong command of communication skills, both oral and written.
Ability to communicate with customer personnel regarding the operation and support of the Motorola Products deployed
Exhibit strong ownership and follow through; own the customer’s issue and drive the resolution to ensure the customer is satisfied with the end result
Exceptional interpersonal skills required
Strong determination in the face of challenges. Our customer’s count on dependable, reliable support
Strong verbal and written communication skills
Must have strong organizational skills and the ability to handle multiple tasks. Effective time management skills required
Proficient computer skills with emphasis on windows based applications
Customer focused; detail orientated individual
Ability to maintain a positive attitude in a high stress/at times confrontational situations
Focused individual who understands the value of excellent customer service and the impact to business if customers are not properly supported
Confident individual who is willing to assume responsibility
Demonstrates a high degree of drive and determination; willing to go the extra mile to provide outstanding customer service
Adaptive and flexible individual who is willing to learn and make recommendations for improvements
Ability to work and make decisions with minimal supervision
High School diploma, Associate's, or Bachelor's Degree, OR 5+ years of experience in a Technical Customer Support or Public Safety environment.
Must be able to obtain a background clearance as required by our government customers.
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Responsibilities

Provide customers/customer advocate a single point of contact for Software Enterprise Support to ensure service delivery and Service Level Agreements (SLA) compliance.
Work with customers/customer advocate to discuss concerns and drive corrective actions to closure.
Manage and maintain services scope as per services contract and ensure customers understand their obligations in regard to service deliverables.
Ensure that Customers receive appropriate and timely reporting on reported software issues.
Manage product quality issues as needed
Engage in the case management process to ensure proper service delivery.
Lead and manage the coordination of change requests; managing the response and implementation of approved changes.
Oversee the change implementation into service delivery operations in coordination with Customer.
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.