Global Director, Technical Support - Video Security & Analytics Support - Hybrid

Job Description

Motorola is seeking a seasoned leader to head the global Technical Support team for the Fixed Video Security & Analytics division of Motorola.

This is a full-time position that is responsible for the global Technical Support and Professional Services teams. This person will lead the team, set the direction for Global Support, and be responsible for providing an industry leading support experience.

The leader of Global Support will also be responsible for setting the long term vision of the Support team.

Responsibilities include :

• Demonstrate a passion for customer service to our customers and internal stakeholders on a daily basis
• Identify and implement key departmental initiatives to help scale the Customer Support organization while maintaining highest levels of customer satisfaction
• Report and maintain key metrics for the VS&A Cloud Solution leadership team
• Set programs to coach and nurture Customer Support talent
• Collaborate with Product Management, Engineering, Customer Success, Marketing, and Sales to manage escalations and to provide customer centric data
• Own Customer Support escalations and response time including engaging internal stakeholders as required
• Integration of Knowledge Centered Support, Collaborative Support, Community Engagement, and other forward looking Support methodologies
• Act as the ultimate point of escalation for Clients and Internal Technical Support Issues
• Build a data driven business unit and set objectives to measure individual, team, and department performance
• Launch new services including paid for support, support for certified technicians, and other offerings
• Set vision for the team and execute on alignment across internal teams and external stakeholders
• Stay well informed of trends with Technical Support & provide a vision for Avigilon to be an industry leader in Customer Experience

Preferred Qualifications :

• 10+ Years experience as a Technical Support leader for large organizations
• Prior experience rolling out Knowledge Centered Support across an organization
• Proven experience in leadership development and data driven decision making
• Bachelor Degree
• Excellent verbal and written communication skills. Including experience communicating to senior executives.

This position is a hybrid role and candidates should be located in or around Vancouver, British Columbia, Canada.

Salary range : $150,000 - $185,000 CAD per year.

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Basic Requirements

10+ Years experience as a Technical Support Leader, Manager, or Team Lead for large organizations.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

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 email

Motorola Solutions adopte, favorise et promeut les principes de diversité, d’équité et d’inclusion. Nous encourageons et accueillons les candidatures de toutes les personnes qualifiées, quelles que soient leur race, origines ethnique, religion ou croyance, orientation sexuelle, identité et expression sexuelle, statut d’anciens combattants ou tout autre statut protégé par la Loi.

Nous sommes fiers de notre culture axée sur les personnes et les communautés, encourageant ainsi chaque Motorolan d’être la version la plus authentique de lui-même dans ses responsabilités afin de tenir la promesse d’un monde plus sécuritaire.

Si vous souhaitez vous joindre à notre communauté mais croyez que vous ne possédez pas toutes les exigences requises pour le poste convoité, nous aimerions tout de même connaître les raisons pour lesquelles vous pensez être un excellent candidat pour notre équipe.

Nous offrons également des mesures d’adaptation pendant toutes les étapes du processus d’embauche afin de favoriser l’inclusion des personnes vivant avec un handicap physique et / ou mental.

Si vous avez besoin de mesures d’adaptation, svp nous faire parvenir un courriel à