Senior Customer Support Manager

Company Overview

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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview

The US Federal Governments Markets Division is chartered with being the premier, compliant supplier of world-class communications solutions to the U.S. Federal Government by providing the highest quality products, systems and services. The USFGMD will achieve this with a professional, well-trained, diverse work force creating a positive and profitable customer relationship resulting in Total Customer Satisfaction and growth of our business. The Federal Systems Technology department of the USFGMD is responsible for service supporting a charter of implementing and integrating complex systems sold worldwide to the US Federal Government. These applications span the entire breadth of the US Federal Government throughout the world.

Job Description

The Customer Support Manager (CSM) provides intense and appropriate customer focus and satisfaction during the delivery of Motorola’s Lifecycle Service products. The CSM manages government contracts with responsibility for successful delivery of Service products for Local government customers. Manages the relations with external partners responsible for delivering Service products to customers. Responsible for contract renewals, proposals, accurate forecasting, development of Statements of Work, and meeting P&L and receivables goals; overseeing contract P&L performance including meeting Service billing and cost performance goals. Responsible for marketing sophisticated / integrated service programs to multiple layers within customer organizations and works closely with the direct and indirect Sales teams. The CSM is responsible for the development of service account plans and profiles, goals and strategies within assigned accounts. Major emphasis includes developing customer relationships that will position Motorola for Service growth throughout the designated customer base. Must be willing to travel throughout the designated region.

Basic Requirements

• Develop, execute, and deliver Enhanced Warranty / Recurring Service contractual business for U.S Federal Government Customers and Prime Contractors.  
• Maintain  Service   contracts  with   standard  and  Special Products (SP) content.
• Promote Service growth by increasing sales of service products, including traditional core LMR business, ‘expand the core’ business and non- traditional services, and designing winning strategies.
• Identify growth of all services for future expansion and therefore travel throughout EMEA and meet with both customers and with the service delivery organizations.
• Meet or exceed minimum contract revenue goals and margin goals.
• Provide information and assistance to  the  TSM  and  other  delivery channels (regional channel partners/sub-contractors) to ensure contractual compliance. Ensure the ability of the delivery channel to perform.
• Effectively self-manage multi-customer accounts, which often spread over international boundaries.
• Create an environment of cooperation among all parties, whether internal or external to our organization.
• Build long lasting, in-depth relationships with  the  customers  and  with  Sales,  System  Integration,  and  other Solutions and Services US Federal Government Markets and Motorola Solutions Corporate departments.
• Motivate others to cooperate and lead teams while aggressively working across Motorola Solutions’ organizations to proactively solve  customer problems.
• Assist the TSM’s resource team and other delivery channels to resolve conflicts. Deal with obstacles and objections by involving proper decision makers to achieve results.
• Effectively express complicated and sensitive concepts and serve as a meeting facilitator when required.
• Prepare   and   deliver   messages,   which   require   significant   skill   for persuasion.
• Ensure all responses to customers and other organizations are thoroughly reviewed for accuracy and completeness.
• Ensure that sensitive matters are properly handled and addressed to include consideration   of   corporate   ethical   standards   and   all   applicable international legal & cultural requirements and values.
• Ensure   all   delivery   organizations   complete   all   contractual   work requirements thoroughly and correctly in a timely manner.
• Maintain  a  strong  working  knowledge  of  internal  Motorola  Solutions’ systems and processes and effectively utilize all available business tools, such as Microsoft Office applications, Oracle SLC, Clarify, and Motorola On-line.
• Promote pride and positive attitudes in support staff. Help them reach their maximum potential by encouraging all avenues of self-improvement via internal & external training, mentoring, and maintaining currency on all applicable company procedures, policies, and methodologies.
• Work with US Federal Account Managers and teams to satisfy US Federal agency customers and expand existing business in these accounts.

Basic requirements

• Bachelors Degree is preferred with additional experience with other customer-facing roles such as Account Management, Consulting, or Project Management experience is a plus. Customer side domain experience working with the US Department of Defense.
• Seeking 3+ years of related experience
• Highly effective and polished verbal and written communication skills
• Demonstrated technical aptitude
• Public Safety domain knowledge/experience
• Demonstrate attention to detail and possess strong organizational skills
• Able to work in a fast-paced environment while maintaining a high level of performance.
• Highly self-motivated and able to work independently as well within a team.
• Experience in creating and executing Customer strategic plans.
• Demonstrated ability to facilitate and lead cross-functional teams and resources effectively.
• Strong critical thinking, analytic and problem-solving abilities.
• Ability to efficiently use standard business tools, (Microsoft Office Suite, Google Apps, other CRM systems, etc.), social media and communication tools and reporting tools.
• Position is allocated in Germany, working under German labor laws.
• EU drivers license a plus; must have a valid U.S. Passport, U.S. driver's license, must be in excellent health for traveling requirements and must be willing to travel up to 50%
• A condition of continued employment with Motorola is the candidate's ability to receive a security clearance from the U.S. Government and any certifications required for the position being hired.

Travel Requirements

25-50%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No

Company

Motorola Solutions Germany GmbH

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.