Software Customer Service Manager

Company Overview

At Motorola Solutions we believe that everything starts with our people. Were 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 thats 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.

Aperçu de lentreprise

Chez Motorola Solutions nous pensons que tout commence par nos employés. Nous sommes une communauté mondiale soudée unie par la volonté incessante de contribuer à la sécurité des personnes partout dans le monde. Nous concevons et connectons des technologies qui contribuent à protéger les personnes les biens et les infrastructures. Nos solutions favorisent la collaboration essentielle pour améliorer la sécurité des populations des écoles des hôpitaux des entreprises et finalement des nations. Connectez-vous à une carrière qui compte et aidez-nous à bâtir un avenir plus sûr.

Department Overview

The Motorola Solutions Customer Success Team empowers our customers to identify and unleash the full power of their Public Safety Software products and services. We build strong relationships with Public Safety to promote their full adoption of Motorola products and services including growing their ongoing use value realization and product satisfaction. We work to ensure that the customer experience with Motorola Solutions continuously exceeds their expectations and through our internal and external relationships we are committed to consistent delivery and follow through to help customers serve their communities and to be their best in the moments that matter.

Job Description

The Software Customer Service Manager position resides in Deployment Managed & Support Services organizion. This role is responsible for the day-to-day management of the customer services contracts and services relationships for CommandCenter Software. The Software Customer Service Manager ensures we are meeting our contractual obligations provides exceptional expertise in our software and mobile video solutions and drives the appropriate resources to solve complex issues across our customer base. This organization is dedicated to the long-term success of our customers. Through enhanced customer relationships onsite technical expertise and ongoing professional services this organization will drive operational acceptance and satisfaction of the broader product ecosystem across all customers.

This role reports into the Central Regional Services Manager.

Scope of Responsibilities/Expectations:

• Work in collaboration with Sales Product Engineering Deployment Customer Success Land Mobile Radio Customer Service Managers and CMSO Support teams throughout the customer engagement.

• Accountable and responsible for the execution of service agreements deployment of field resources reduction in time to resolution and escalation management.

• Exercise judgment in selection methods and techniques for obtaining solutions.

• Ensures best practices are being adhered to within the customers environment.

• Delivers consistent service levels by exceeding customer expectations and managing customer escalations.

• Helps manage and coordinate the processing communication and implementation of technical changes including changes related to new cloud releases customer requests field change orders and reconfigurations and is engaged on all upgrade and execution plans.

• Maintains awareness of all complex service matters including technical solutions implementations and activities.

• Reporting on technical performance and providing reviews of relevant service requests open within a customers environment

• Can explain technical problems and solutions to team/client members.

• Ensures effective coordination and support between account teams and supporting technical resources.

• Builds value-added relationships within the domain of the account to become the trusted technical advisor to the customer.

• Proficiency in Agile project management.

• Familiarity with software deployment methodologies and quality processes.

• Dedication to delivering and supporting end-to-end solutions with exceptional quality.

• 5 plus years in CommandCenter Software and/or Mobile Video Deployment Engineering Sales/Presales CMSO or Managed & Support Services experience is a plus.

Preferred Qualifications:

• English proficiency is preferred.

• Strong understanding of Motorola Software and Video products API technologies Software Architecture and Design System Integration and Cloud Deployment.

• Must be a Canadian resident to be considered for this position.

Target Base Salary Range:$100000 - $135000 CAD

Consistent with Motorola Solutions values and applicable law we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge skills and experience. The actual offer will be based on the individual candidate.

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Basic Requirements

Required Skills:

• High School diploma Associates or Bachelors degree in General Studies IT or Technology.

• Must be able to obtain a background clearance as required by our government customers.

• Candidates must reside in Canada to be considered for this position.

Travel Requirements

25-50%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

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 youd like to join our team but feel that you dont quite meet all of the preferred skills wed still love to hear why you think youd be a great addition to our team.

Were 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 thisReasonable Accommodations Formso we can assist you.

Motorola Solutions adopte favorise et promeut les principes de diversité déquité et dinclusion. 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 danciens 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 dêtre la version la plus authentique de lui-même dans ses responsabilités afin de tenir la promesse dun 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 dadaptation pendant toutes les étapes du processus dembauche afin de favoriser linclusion des personnes vivant avec un handicap physique et/ou mental. Pour demander un aménagement veuillez remplir ce formulaire daménagement raisonnable afin que nous puissions vous aider.

Required Experience:

Manager

Employment Type : Full-Time
Experience: years
Vacancy: 1
Monthly Salary Salary: 100000 - 135000