Motorola Solutions · 5 hours ago
Associate Customer Support Manager - NC/SC
United States
Full-time
Remote
Entry, Mid Level
$75K/yr - $90K/yr
2+ years expMotorola Solutions is a global community focused on enhancing public safety through innovative communication technologies. The Associate Customer Support Manager will manage the Managed and Support Services business for assigned customer contracts, ensuring customer satisfaction and effective service delivery.
Cyber SecurityTelecommunicationsVideo
Responsibilities
The aCSM is responsible for the overall success and relationship between the Customer’s Operation, Subcontractors, and Motorola Solutions
Provide customers a single point of contact for Customer management and ensure service delivery and Service Level Agreements (SLA) compliance
Work with customers 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 as required by the Services Contract
Manage sub-contractors deliverables and adherence to agreed scope and outcomes
Manage product quality issues as needed via Motorola Technical Notices (MTN)
Engage as needed in the case management process to ensure proper service delivery
Assist partners and vendors as needed with payment and billing issues
Identify and implement areas for improvement to ensure improved service quality and best practice delivery
Ensure all operational documentations remain up to date and relevant
Manage third party vendors as needed
Manage contract change management as needed
Assist Senior CSM’s with management of the MR assigned service contracts
Work with Service Contract and Subscription Operations (SCSO) for contract loading, renewals, and service contract change order requests
Gather and provide Booking Packages to SCSO for contract loading
Work closely with the Motorola Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery. As a part of this process, the Associate CSM ensures that there are clearly documented support/service expectations and processes for the customer. They seek to understand customer expectations and needs to ensure that their operational requirements are identified, properly supported, and if not what additional services can be proposed
Work with customer and field teams to create and/or update existing Customer Support Plans (CSP)
Create customer and service provider Statements of Works
Execute contract documents and obtain customer purchase orders
Manage the service contract renewal process for all assigned lower complexity service agreements; including but not limited to customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates / changes, Installation Agreements (write-up, obtain PO, and manage)
Lead and manage the coordination of variation and other change request response and implementation of approved changes
Oversee the change implementation into service delivery operations in coordination with Customer
Work with customers on up-sell / cross-sell opportunities
Participate in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets (WT), and Install Agreements (IAs)
Achieve on time renewal rates for assigned contracts
Achieve stated services growth goal for assigned contracts
Assist with cutting Purchase Orders to third party vendors for the territory
Assist with Installation Agreements to gather forecast updates
Monitoring PSA renewals
Loading contracts in Motorola's quoting system (Q2SC/R12)
Work on quotes with 3rd party vendors to assist service team
Work on internal quoting efforts with Vesta, Call Works, Avtec, etc
Managing shop Preventative Maintenance scheduling across the territory
Assist with Work ticket submissions
Investigating and assisting with invoice and billing issues
Qualification
Required
2+ years of experience in one of the following: customer service, sales, account management, customer support experience, systems management, project coordination, contract management, military experience or Motorola experience
Benefits
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!
Company
Motorola Solutions
Motorola Solutions creates mission-critical communication solutions and services for public safety and commercial customers.
10001+ employees
H1B Sponsorship
Motorola Solutions has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (159)
2024 (119)
2023 (146)
2022 (170)
2021 (153)
2020 (155)
Funding
Current Stage
Public CompanyTotal Funding
$1BKey Investors
Silver Lake
2023-01-06Post Ipo Equity· $1B
2011-01-04IPO
Leadership Team
Mahesh Saptharishi
Executive Vice President and CTO
Jack Molloy
EVP and Chief Operating Officer
Recent News
2026-01-07
2026-01-06
Company data provided by crunchbase