Motorola Solutions · 17 hours ago
Remote Associate Customer Support Manager - Southeast Region
United States
Full-time
Remote
Entry, Mid Level
$60K/yr - $70K/yr
2+ years expMotorola Solutions is a global community focused on enhancing public safety through advanced communication technologies. The Associate Customer Support Manager will manage customer contracts and ensure satisfaction by overseeing service delivery, building relationships, and addressing concerns effectively.
Cyber SecurityTelecommunicationsVideo
No H1B
U.S. Citizen Only
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
Engage 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 Contracts 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
The aCSM must reside in the territory to fully support their customers. It is preferred that the aCSM lives near Brentwood, TN to travel to the office frequently
Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position
2+ years of experience in one of the following: Lifecycle Services, Account Management, Management, Customer Service, Sales, Systems Implementation, Integration, Dispatch, LMR Sales, LMR Engineering, Customer Support, Customer Account Management, Project Management, Public Safety, Military or Technical Services Sales
Must be able to obtain background clearance as required by government customer(s)
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
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
Android Headlines
2026-01-23
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