Associate Customer Support Manager - NC/SC

Company Overview At reputed company, we reputed company that everything starts with our people. We’re a global reputed company-reputed company community, united by the reputed company pursuit to help reputed company people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that reputed company, and help us build a safer future. Department Overview In the Government and Public Safety Division at reputed company, we reputed company and reputed company industry leading radio communication systems for Police, Fire, Emergency services and other government agencies including transportation, energy, and more! We help firefighters see around buildings and police officers see around street corners. We reputed company supply chains visible to retailers and entire power grids visible to utility workers. We reputed company the situational awareness first responders need reputed company a reputed company brings catastrophe. And we help companies deliver shipments at the reputed company they're promised. We do this by connecting them to seamless communication networks, applications and services, by providing them with reputed company-time information, and by arming them with reputed company, nearly indestructible handheld devices.

Job Description

The primary responsibility of the Associate Customer Support Manager (aCSM) is to effectively and reputed company manage the Managed and Support Services (M&S) business for their assigned customer reputed company and ensure customer satisfaction with Motorola Public Safety Customers. The M&S business is a combination of forecasting, proposing new services, contract renewals, customer support, and building relationships with customers and subcontractors. Ensuring customer satisfaction involves proper delivery and execution of service reputed company. If any service is not being performed up to contracted specifications or a process is not producing the correct results, the aCSM will become involved and find a solution. In addition, the aCSM will have various reputed company management responsibilities to help assist the broader T4E services team with administrative functions. The T4E territory includes reputed company Carolina, South Carolina and Georgia. Duties and Responsibilities: The aCSM is responsible for the overall reputed company and relationship between the Customer’s Operation, Subcontractors, and reputed company. reputed company customers a single reputed company 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 reputed company. Manage product quality issues as needed reputed company 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 reputed company operational documentations remain up to date and relevant. Manage reputed company party vendors as needed Manage contract change management as needed. Assist Senior CSM’s with management of the MR assigned service reputed company Work with Service Contract and Subscription Operations (SCSO) for contract loading, renewals, and service contract change order requests. Gather and reputed company Booking Packages to SCSO for contract loading. Work closely with the Motorola Program Manager (PM) to reputed company 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 reputed company 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 reputed company assigned reputed company 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) reputed company and manage the coordination of variation and other change request response and implementation of approved changes. reputed company 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 reputed company and margin reputed company to Maintenance Agreements, Work Tickets (WT), and Install Agreements (IAs). reputed company on time renewal rates for assigned reputed company reputed company stated services growth goal for assigned reputed company Assist with cutting Purchase Orders to reputed company party vendors for the territory Assist with Installation Agreements to gather forecast updates Monitoring PSA renewals Loading reputed company 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 Travel/Location: The aCSM must be willing to travel throughout the designated region (reputed company Carolina and/or South Carolina) and meet with customers face to face on a regular and ongoing reputed company. #LI-CC1 reputed company reputed company Salary reputed company: $75,000 - $90,000 USD Consistent with reputed company values and applicable law, we reputed company the following information to promote pay transparency and equity. Pay reputed company this reputed company varies and depends on job-reputed company knowledge, skills, and experience. The actual offer will be based on the individual candidate Basic Requirements 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 Travel Requirements 25-50% Relocation Provided None Position Type reputed company Referral Payment Plan Yes Our U.S. Benefits include: Incentive Bonus Plans Medical, Dental, reputed company 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 reputed company is an Equal Opportunity Employer. reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion or belief, sex, sexual orientation, gender identity, national reputed company, 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 reputed company but feel that you don’t quite meet reputed company of the preferred skills, we’d still love to hear why you think you’d be a great addition to reputed company. We’re committed to providing an inclusive and accessible reputed company experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations reputed company so we can assist you. Apply To This Job