Customer Support Manager - (Silent Sentinel) - US Remote

Motorola Solutions•Illinois, US Offsite, IN

2d•$85,000 - $95,000•Remote

About The Position

The Customer Support Manager drives operational success by managing relationships among customers, Motorola Solutions, and subcontractors. The role serves as the main customer contact for Silent Sentinel video surveillance deployments, supporting seamless service delivery and compliance with Service Level Agreements. It also partners with program managers to transition systems from implementation to warranty support and ongoing service operations. The manager oversees service contract scope, customer support planning, third-party vendors, contract renewals, and responses to product or network quality concerns. The role also supports services growth by identifying customer needs and proposing relevant up-sell or cross-sell opportunities. The position requires compliance with company policies and successful completion of background checks, including a more stringent fingerprint check for access to high-security areas governed by the U.S. Department of Justice CJIS Security Policy. Travel is required; the posting lists both 25% to 50% as needed and “Over 50%” under travel requirements.

Requirements

High school diploma, associate degree, or bachelor's degree in Business, Communication, Management, or Technology, or at least 3 years of Customer Service Management experience.
Must be able to obtain background clearance as required by government customers.
Legal authorization to work in the U.S. indefinitely; employer work permit sponsorship is unavailable.
Must be able to travel; the posting states 25% to 50% as required and separately lists travel requirements as over 50%.

Nice To Haves

At least 3 years of technical customer service or support experience, preferably managing video surveillance, defense, or physical security accounts.
Solid understanding of Motorola Solutions' Fixed Video portfolio.
Fundamental financial acumen for contract renewals, third-party vendor pricing, and service revenue forecasting.
Working knowledge of Network Operations Center (NOC) and Customer Call Center procedures for managing escalations involving mission-critical surveillance platforms.
Exceptional verbal and written communication skills to explain service deliverables and technical requirements to customers and field engineering teams.
Proficiency with enterprise tools such as Oracle, Services Lifecycle management platforms, Microsoft Office Suite, and Google Workspace.

Responsibilities

Serve as the single point of contact for customer management and ensure service delivery and Service Level Agreement (SLA) compliance for Silent Sentinel video surveillance deployments.
Partner with Motorola Program Managers to transition Silent Sentinel systems from project implementation to warranty support and ongoing service operations.
Manage service contract scope and explain customer obligations and solution-specific service deliverables.
Collaborate with customers and field engineering teams to develop, document, and maintain Customer Support Plans (CSP).
Oversee third-party vendors and subcontractors to ensure field deliverables and maintenance work meet scope and performance requirements for Silent Sentinel hardware.
Lead service contract renewals, including customer hardware inventory updates, Statements of Work (SOW) modifications, and third-party pricing changes.
Address customer concerns about Silent Sentinel network or product quality, drive corrective actions to completion, and implement practices that improve service quality.
Identify customer needs and propose appropriate up-sell or cross-sell opportunities to grow services.