Federal Associate Customer Support Manager

Motorola Solutions•Washington DC, MD

7d•Remote

About The Position

The Motorola Federal Associate Customer Support Manager (ACSM) supports the Federal Customer Support Managers (CSM) in activities that contribute to achieving overall division/department goals. Provides direct support to the Federal CSMs to ensure timely execution and compliance with contract commitments. Coordinates, reviews, and prioritizes all project/contract efforts with the CSM. Plays a key role in ensuring our customers are delighted with the services being delivered. Assists the Federal CSM with providing needed support for RFI and RFP responses (e.g. quotes from vendors/service shops, gather needed details as requested from field teams, etc.). Tracks all post award contract Service Organization deliverables in a central repository. Schedules all contractual commitments such as Preventative Maintenance Inspections (PMI), etc. engaging the Service Contract and Subscription Operations (SCSO) and/or field resources. Processes all work tickets between vendors and customers to ensure timely accounts payable and receivables. Gathers all needed inputs from customer and field teams for Customer Support Plan (CSP) and Install Base (IB); including periodic updates as required. Works closely with Order Management teams to ensuring all needed data has been provided, has been loaded accurately, and thoroughly completed to minimize unexpected delay. Performs contract loading responsibilities for customer entitlement of purchased service products. Orders parts through internal channels, credit card, or through PO system as needed. Attends weekly forecast and team meetings. Performs (where required) and/or ensures that monthly/quarterly reporting is executed and delivered to customer on time. Creates internal and customer facing documentation related to contract services and best practices. Monitors Installation Agreements (IA) forecast dates by working directly with the service shop and advising revenue tracking personnel. Escalates any issue(s) that may require management review/influence including any customer satisfaction items. Works with end customer designated points of contact to collect any needed support data for contract support. Has the ability to multi-task in a fast-paced environment, while potentially working remotely from the Federal CSM(s) being supported Has a strong knowledge of Google and Google applications, as well as proficiency in Microsoft Office Has a general business acumen to include a functional understanding of P&L statements, Risk, Cost/Margin/Revenue principles.

Requirements

Associate's Degree or 3+ years of experience in one of the following: Lifecycle Service Account Management, Sales, Customer Service, Systems Implementation, Integration, LMR Sales, LMR Engineering, Customer Support, Cyber Security, Customer Account Management, Project Management, Public Safety, Military or Technical Services Sales.
Legal authorization to work in the U.S. indefinitely is required.
Strong knowledge of Google and Google applications.
Proficiency in Microsoft Office.
General business acumen to include a functional understanding of P&L statements, Risk, Cost/Margin/Revenue principles.

Responsibilities

Supports Federal Customer Support Managers (CSM) in activities that contribute to achieving overall division/department goals.
Provides direct support to Federal CSMs to ensure timely execution and compliance with contract commitments.
Coordinates, reviews, and prioritizes all project/contract efforts with the CSM.
Ensures customers are delighted with the services being delivered.
Assists Federal CSM with providing needed support for RFI and RFP responses.
Tracks all post award contract Service Organization deliverables in a central repository.
Schedules all contractual commitments such as Preventative Maintenance Inspections (PMI), engaging the Service Contract and Subscription Operations (SCSO) and/or field resources.
Processes all work tickets between vendors and customers to ensure timely accounts payable and receivables.
Gathers all needed inputs from customer and field teams for Customer Support Plan (CSP) and Install Base (IB).
Works closely with Order Management teams to ensure all needed data has been provided, loaded accurately, and thoroughly completed.
Performs contract loading responsibilities for customer entitlement of purchased service products.
Orders parts through internal channels, credit card, or through PO system as needed.
Attends weekly forecast and team meetings.
Ensures that monthly/quarterly reporting is executed and delivered to customer on time.
Creates internal and customer facing documentation related to contract services and best practices.
Monitors Installation Agreements (IA) forecast dates by working directly with the service shop and advising revenue tracking personnel.
Escalates any issue(s) that may require management review/influence including any customer satisfaction items.
Works with end customer designated points of contact to collect any needed support data for contract support.
Multi-tasks in a fast-paced environment, potentially working remotely from the Federal CSM(s) being supported.