Customer Support Manager – Silent Sentinel

Role Overview

• Manage the Silent Sentinel Fixed Video Service business effectively and efficiently.
• 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 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 all operational documentations remain up to date and relevant.
• Manage third party vendors as needed.
• Manage contract change management as needed.
• Work closely with the Motorola Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
• Work with customer and field teams to create and/or update existing Customer Support Plans (CSP).
• Create customer and service provider Statements of Work.
• Execute contract documents and obtain customer purchase orders.
• Manage the service contract renewal process for all assigned lower complexity service agreements.

Requirements

• 3+ years of experience working in Customer Service or Customer Support preferred.
• Basic financial skills
• Strong computer skills (I.e. MS Office suite)
• LMR Sales, LMR Engineering, and Lifecycle skills preferred.
• Understanding of Motorola Solutions products and services
• Understanding of Oracle / Services Lifecycle tool 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.

Tech Stack

• Oracle

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