Associate 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

Job Description

The Associate Customer Support Manager (ACSM) is critical for fostering successful relationships between Customer Operations, Motorola Subcontractors, and Motorola Solutions, particularly within the T5N region (Ohio and Michigan preferred, but candidates from North Dakota, South Dakota, Minnesota, Wisconsin, or Illinois are also considered).

Customer Relationship Management:

• Serve as the primary point of contact for customer management, ensuring service delivery and compliance with Service Level Agreements (SLAs).

• Address customer concerns, driving corrective actions to resolution.

• Manage and maintain service scope as outlined in contracts, ensuring customers understand their obligations.

• Provide timely and appropriate reporting to customers as contractually required.

• Collaborate with customers and field teams to create or update Customer Support Plans (CSPs).

• Oversee the smooth transition from project implementation to warranty support and service delivery in conjunction with the Motorola Solutions Program Manager (PM). This includes documenting support expectations, understanding customer needs, identifying operational requirements, and proposing additional services as needed.

• Work on up-sell and cross-sell opportunities with customers.

Contract and Service Management:

• Manage subcontractor deliverables and ensure adherence to agreed-upon scope and outcomes.

• Address product quality issues as required.

• Engage in the case management process to facilitate proper service delivery.

• Assist partners and vendors with payment and billing issues.

• Manage third-party vendors as needed.

• Handle contract change management.

• Support the management of service partners' assigned service contracts.

• Collaborate with Service Contract and Software Operations (SCSO) for contract loading, renewals, and change order requests, including gathering and providing Booking Packages.

• Create Statements of Work (SOWs) for customers and service providers.

• Execute contract documents and secure customer purchase orders.

• Manage the renewal process for lower complexity service agreements, which includes updating customer inventory, SOWs, CSPs, third-party vendor pricing, and managing Installation Agreements (write-up, PO acquisition, and management).

• Lead and manage the coordination of responses to variation and other change requests, as well as the implementation of approved changes.

• Oversee the implementation of changes into service delivery operations in coordination with customers.

Operational Excellence and Growth:

• Identify and implement improvements to enhance service quality and best practices.

• Ensure all operational documentation remains current and relevant.

• Participate in forecasting revenue and margin for Maintenance Agreements, Work Tickets, and Installs.

• Achieve stated goals for on-time contract renewal and services growth for assigned contracts.

Specific Knowledge/Skills:

• Salesforce experience required

• Basic financial understanding

• Proficient in computer skills, including MS Office suite and Google suite

• Customer satisfaction-oriented mindset

• Strong communication skills, both oral and written

• Ability to effectively communicate with customer IT personnel about WLAN and wired infrastructures

• Preferred: Strong working knowledge of Customer Call Center and Network Operations Center offerings and procedures

Candidate Requirements:

• Must be able to obtain background clearance as required by government customer(s).

• The ACSM must reside in Michigan or Ohio, as the T5N Territory specifically supports these states. Candidates in North Dakota, South Dakota, Minnesota, Wisconsin, or Chicago, Illinois will also be considered, with a preference for those in Michigan and Ohio.

• This role requires 25% travel within the T5N territory for training purposes.

Target Base Salary Range: $70,000 - $85,000 USD

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.

Basic Requirements

• 2+ years of experience in one of the following: Lifecycle Service Account Management, Sales, Customer Service, Systems Implementation, Integration, LMR Sales, LMR Engineering, Customer Support, Customer Account Management, Project Management, Public Safety, Military, Motorola Services, or Technical Services Sales.

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan

Our U.S. Benefits include:

• 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

• and more!

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 complete this Reasonable Accommodations Form so we can assist you.