VSS Software Support Manager - City of Chicago

Job Description

The primary responsibility of the Software Support Manager (SSM) is to effectively and efficiently manage the Lifecycle Service (LCS) business for the City of Chicago and ensure customer satisfaction with Motorola Public Safety Software Enterprise Support and Services.

This Operations Manager focuses on building relationships with the customer and customer advocates and their experience with Motorola Solutions Support to foster customer satisfaction in their service and support.

Ensuring customer satisfaction involves proper support and service delivery and delivery of contracted services and SLAs.

If any service is not being performed up to contracted specifications or a process is not resulting in the correct results, the Operations Manager works closely with the Support Organization to resolve the issue.

Note : Onsite at the City of Chicago OEMC is required for this position

Provides the City of Chicago with a single point of contact for Software Enterprise Support to ensure service delivery and Service Level Agreements (SLA) compliance.

Works with the City of Chicago to discuss concerns and drive corrective actions to closure.

Manages and maintains services scope as per services contract and ensures customer understands their obligations regarding service deliverables.

Ensures that Customers receive appropriate and timely reporting on reported software issues.

Manages product quality issues as needed

Engages in the case management process to ensure proper service delivery.

Leads and manages the coordination of change requests; managing the response and implementation of approved changes.

Oversees the change implementation into service delivery operations in coordination with the Customer.

Manages the daily delivery of the contracted services.

Proactively manages the service's life cycle, upgrades and / or updates.

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" therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.

Specific Knowledge / Skills :

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 oriented 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.

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Basic Requirements

Bachelor's Degree OR 5+ years of experience in technical customer support

Must be able to obtain background clearance as required by government customer

Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Our U.S. Benefits include :

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

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 Motorolan 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 email .