Customer Support Manager - State of Arizona

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep 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 matters, and help us build a safer future.

The primary responsibility of the Customer Support Manager (CSM) is to effectively and efficiently manage the Lifecycle Service (LCS) business for assigned customer contracts, ensuring maximum customer satisfaction among Motorola Solutions Public Safety customers in the state of Arizona. The LCS business encompasses revenue forecasting, proposing new services, managing contract renewals, and building strong relationships with both customers and subcontractors.

Ensuring customer satisfaction requires seamless delivery and execution of all service contracts. If a service does not meet contracted specifications or a process falls short of expected results, the CSM proactively intervenes to drive a resolution. Ultimately, the CSM is responsible for the overall success of the operational relationship between Customer Operations, Motorola Subcontractors, and Motorola Solutions.

• Act as the primary point of contact for customer management, ensuring seamless service delivery and strict SLA compliance.
• Address customer concerns promptly and drive corrective action plans to resolution.
• Manage and maintain contract scopes of service, ensuring customers clearly understand their commitments and obligations.
• Provide customers with timely, accurate reporting as required by service agreements.
• Facilitate smooth transitions from project implementation to warranty support and service delivery in close collaboration with the Motorola Solutions Project Manager. This includes documenting support/service expectations and processes, identifying operational requirements, and spotting potential additional service opportunities.
• Collaborate with customers and field teams to develop and maintain Customer Support Plans (CSPs).
• Partner with customers to identify and capitalize on up-sell and cross-sell opportunities.

• Oversee deliverables, scope adherence, and service outcomes for subcontractors and third-party vendors.
• Manage product quality issues (Field Service Bulletins / FSBs) as needed.
• Engage actively in the case management process to guarantee proper service delivery.
• Assist partners and vendors in resolving payment and billing inquiries.
• Manage the service contract renewal process for assigned lower-complexity agreements, including inventory updates, Statement of Work (SOW) updates, CSP updates, and third-party vendor pricing adjustments.
• Handle Installation Agreements, including drafting documentation, acquiring Purchase Orders (POs), and ongoing PO management.
• Lead and coordinate responses to variations and change requests, ensuring approved changes are successfully implemented.
• Oversee the integration of operational changes into service delivery, in alignment with the customer.
• Manage overall contract change management activities as needed.
• Assist team members with managing assigned service contracts during peak workloads or as required.
• Partner with Service Contract and Subscription Operations (SCSO) on contract loading, renewals, and change order requests.
• Gather and submit complete Booking Packages to SCSO for prompt contract loading.

• Identify and implement process improvements to enhance overall service quality and drive best-practice delivery.
• Ensure all operational and account documentation remains accurate, current, and relevant.
• Participate in forecasting revenue and margins for Maintenance Agreements, Work Tickets, and Installations.
• Achieve target goals for on-time contract renewals and service revenue growth across assigned accounts.

• Basic understanding of cybersecurity principles.
• Hands-on experience with Salesforce.
• Strong written and verbal communication skills.
• Proficiency in Google Suite and Microsoft Office Suite.
• Basic financial acumen and business literacy.
• A strong customer-focused, service-oriented mindset.
• Ability to communicate effectively with customer IT personnel regarding WLAN and wired infrastructure.

• Familiarity with Oracle/Services Lifecycle tools and advanced Excel capabilities.
• Strong working knowledge of Customer Call Center and Network Operations Center (NOC) offerings and procedures.

• The CSM must be willing to travel throughout the designated region and meet with and fully support customers face to face on a regular and ongoing cadence.
• The role does require minimal internal traveling (10% - 25%)
• Must be a U.S. citizen with the 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.

• 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 complete this Reasonable Accommodations Form so we can assist you.