Video Customer Service Manager Job at Motorola Solutions in Baltimore

Overview

Motorola Solutions is building talent pipelines to meet future hiring demands. This is a pipeline role; there is not an immediate opening, but we want to build relationships with prospective candidates. If your background is a match to our requirements, well follow up with an exploratory conversation.

Video Customer Support Manager position resides in Global Services, within the North America Managed & Support Services organization. This role is responsible for the day-to-day management of customer contracts and relationships for our video solutions, including Mobile Video and Vehicle Intelligence product lines.

The Video Customer Support Manager ensures we are meeting our contractual obligations, provides expertise in our video solutions, and directs 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, on-site technical expertise, and ongoing professional services, driving operational acceptance and satisfaction of the broader product ecosystem across all customers.

This role reports into the Video Services Regional Support Manager based on geographical location.

Responsibilities / Expectations

• Collaborate with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Service Managers, Onsite Servicers, and CMSO Support teams throughout the customer engagement.
• Provide Customers a single point of contact for Contract management and ensure service delivery and Service Level Agreements (SLA) compliance
• Be accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, case management, and escalation processes.
• Manage and maintain services scope as per services contract and ensure Customers understand their obligations in regard to service deliverables.
• Build value-added relationships within the domain of the account to become the trusted service delivery advisor to the customer.
• Ensure best practices are being adhered to within the customer's environment.
• Deliver consistent service levels by exceeding customer expectations and driving corrective actions to closure.
• Help manage and coordinate the processing, communication, and implementation of technical changes, including changes related to new releases, customer requests, field change orders, and reconfigurations, and be engaged on all upgrade and execution plans.
• Maintain awareness of all complex service matters, including technical solutions implementations, product quality issues and related activities.
• Report on technical performance and provide reviews of relevant service requests open within a customer's environment.
• Ensure effective coordination and support between account teams and supporting technical resources, resulting in adherence to agreed scope, deliverables, and outcomes.
• Have familiarity with video solution deployment methodologies and quality processes.
• Show dedication to delivering and supporting end-to-end solutions with exceptional quality, identifying up-sell or cross-sell opportunities.
• Ensure all operational documents remain up to date and relevant, such as Customer Support Plans and Service Provider Statements of Work.
• Manage the service contract renewal process for all assigned service agreements; including but not limited to customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates / changes.
• Work closely with the Motorola Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
• Remain current with the complex and evolving legal and regulatory requirements regarding data security best practices.

Preferred Qualifications

Target Base Salary Range : $93,000 - $103,000 USD

Consistent with Motorola Solutions values and applicable law, we provide pay transparency and equity information. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

Basic Requirements

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Travel and Other Details

Travel Requirements : 25-50%

Relocation Provided : None

Position Type : Experienced

Referral Payment Plan : Yes

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorola to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you'd like to join our team but feel that you don't quite meet all of the preferred skills, we'd still love to hear why you think you'd be a great addition to our team.

We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.

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