Associate Customer Support Manager (ACSM)

Company Overview
At Motorola Solutions, we’re guided by a shared purpose – helping people be their best in the moments that matter – and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We’re solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That’s mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We’re solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that’s critical to connect those in need with those who can help. The work we do here matters.

Chez Motorola Solutions, nous sommes guidés par un objectif commun: aider les gens à donner le meilleur d’eux-mêmes dans les moments les plus  importants – et nous sommes à la hauteur de notre engagement en créant des solutions sécurisées. Parce que les gens ne peuvent donner le meilleur d’eux-mêmes que lorsqu’ils se sentent en sécurité et qu’ils le sont. Nous créons des solutions sécurisées en développant les meilleures technologies intégrées à travers les écosystèmes de sûreté et de sécurité. Qu’il s’agisse d’appareils et de réseaux de communications essentiels, d’une sécurité vidéo et d’un contrôle d’accès basés sur l’IA ou d’une capacité d’unir la voix, vidéo et les données dans un seul centre de commandement. Nous créons des solutions sécurisées en connectant les agences de sécurité publique et les entreprises, permettant ainsi une collaboration essentielle entre les personnes qui ont besoin d’aide et les personnes pouvant aider. Le travail que nous accomplissons ici est primordial.

Department Overview

It’s not just about having the right technology, it’s about achieving peak performance. Motorola Solutions has served as a trusted partner to government agencies and enterprises worldwide for more than 95 years. Our years of leadership, innovation and experience managing and supporting hundreds of networks in more than 100 countries help answer the challenges of mission-critical operations – ensure continuity, enhance productivity and reduce risk – helping achieve peak performance. When every second counts and performance reliability is a must – we are ready and able to serve today, tomorrow and into the future.

The primary responsibility of the Associate Customer Support Manager (ACSM) is to effectively and efficiently manage the Lifecycle Service (LCS) business for their assigned customer contracts and ensure customer satisfaction with Motorola Solutions Public Safety Customers. The LCS business is a combination of forecasting, proposing new services and contract renewals and building relationships with customers and subcontractors. Ensuring customer satisfaction involves proper delivery and execution of service contracts. 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.

Il ne s’agit pas seulement de disposer de la bonne technologie, mais aussi d’atteindre des performances optimales. Motorola Solutions est un partenaire de confiance pour les agences gouvernementales et les entreprises du monde entier depuis plus de 95 ans. Nos années de leadership, d’innovation et d’expérience dans la gestion et le support de centaines de réseaux dans plus de 100 pays, nous aident à relever les défis des opérations critiques : assurer la continuité, améliorer la productivité et réduire les risques, contribuant ainsi à atteindre des performances optimales. Lorsque chaque seconde compte et que la fiabilité des performances est un impératif, nous sommes prêts et capables de servir aujourd’hui, demain et dans le futur.

La responsabilité principale du responsable adjoint au support client (RASC) est de gérer efficacement et de manière efficiente l’activité Lifecycle Service (LCS) pour les contrats clients qui lui sont attribués et de garantir la satisfaction des clients de Motorola Solutions Public Safety. L’activité LCS est une combinaison de prévisions, de propositions de nouveaux services et de renouvellements de contrats et de création de relations avec les clients et les sous-traitants. Assurer la satisfaction des clients implique une livraison et une exécution appropriées des contrats de service. Si un service n’est pas exécuté conformément aux spécifications contractuelles ou si un processus ne produit pas les résultats souhaités, le RASC interviendra et trouvera une solution.

Duties and Responsibilities:

The ACSM is responsible for the overall success of and the relationship between the Customer’s Operation, Motorola Subcontractors, and Motorola Solutions within the T1 Territory.

Key responsibilities include:

• Manage sub-contractors deliverables and adherence to agreed scope and outcomes.
• Assist partners and vendors as needed with payment and billing issues.
• Ensure all operational documentation remains up-to-date and relevant.
• Manage third-party vendor contracts as needed.
• Manage contract change management as needed.
• Assist with the management of the IA-assigned service contracts.
• Work with the Service Contract and Software Operations (SCSO) for contract loading, renewals, and service contract change order requests.
• Gather and provide Booking Packages to SCSO for contract loading.
• Work closely with the Motorola Solutions Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
• As a part of this process, the ACSM ensures that the customer’s support/service expectations and processes are documented. They seek to understand customer expectations and needs to ensure that their operational requirements are identified, and 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 Work.
• Execute contract documents and obtain customer purchase orders.
• Manage the service contract renewal process for all assigned lower 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)
• Lead and manage the coordination of variation and other change request responses and implementation of approved changes.
• Oversee the change implementation into service delivery operations in coordination with customers.
• Participate in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets, and Installs.
• Achieve the stated on-time contract renewal goal
• Achieve stated services growth goal for assigned contracts

​Specific Knowledge/Skills:

• Experience with Salesforce
• Basic financial acumen
• Computer skills (i.e. MS Office suite)
• Customer Satisfaction mindset
• Understanding of Oracle / Services Lifecycle tool and Excel is preferred
• Strong command of communication skills, both oral and written

Candidate Requirements:

• Must be able to obtain background clearance as required by government customer(s)
• The ACSM role requires 10 to 25% of travel.