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Company

Motorola Solutions · 3 hours ago

SE Operations Manager - West Region

Nevada Remote Work

Full-time

Remote

Mid Level

$80K/yr - $80K/yr

3+ years exp

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Growth Opportunities

No H1B

Security Clearance Required

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Responsibilities

Provide customers/customer advocate a single point of contact for Software Enterprise Support to ensure service delivery and Service Level Agreements (SLA) compliance.

Work with customers/customer advocate 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 on reported software issues.

Manage product quality issues as needed

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

Lead and manage the coordination of change requests; managing the response and implementation of approved changes.

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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer service experienceVESTA 9-1-1ServiceNow ticketing toolsExcel proficiencyCustomer Call Center knowledgeNetwork Operations Center knowledgeWindows based applicationsDecision-making with minimal supervisionTime management skills

Required

Bachelor's Degree OR 3+ years of experience in technical customer support

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 orientated 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