Motorola Solutions
Public Safety
CustomerServiceManager
Neural analysis suggests this role is
optimal for Senior candidates.
“Customer Service Manager at Motorola Solutions. Skills: Customer focus, Contract management, Service delivery. Provide clients with a single point of contact. Manage and maintain services scope”
What You'll Achieve.
Meet and exceed all Key Performance Indicators (KPIs); Meet and exceed all Service Level Agreements (SLAs); Meet or exceeding growth targets; Improve gross margins by influencing and achieving the reduction of controllable costs
Industry & Context.
Analytical, problem-solving and conflict resolution skills
Willing to travel throughout the designated region, Under 10% travel
What They're Looking For.
Must Have
Bachelors in Engineering in Telecommunications or equivalent, ITIL v4 Foundation Certificate, 10 years’ experience in the establishment of positive Client relationships in a services environment, Demonstrated large contract service delivery management, Demonstrated large contract service delivery growth history, Demonstrated commitment to client service excellence, Demonstrated experience in leading Clients through systems implementation and resolving. difficulties on high impact mission critical Client operations
Nice to Have
Technical training in Electronics or Radio Communications, Government, Energy, Resource business experience, Demonstrated experience in missionusiness critical environments
What You'll Do.
Provide clients with a single point of contact
Manage and maintain services scope
Oversee the delivery of services by sub-contractors
Oversee and maintain operational processes
Oversee the change implementation into service delivery
Develop trusted partner relationships with the client
Prepare Change Requests and proposals
Participate in the negotiation of contract
Ensure that Clients receive appropriate and timely reporting
lead and drive effective stakeholder relationships
Lead monthly service reviews
Lead and prioritise areas for improvement
Interact with the Project
Operations & Engineering Teams
Ensure all operational documents remain up-to-date
Manage budget requirements
Work with the Client to understand their business requirements
Champion change programs
How You'll Work.
Team & Collaboration
Works closely with the direct and indirect Sales teams; Works closely with the Account Manager; Working collaboratively with the sales team; Interact with the Project, Operations & Engineering Teams
Communication Scope
Excellent communication skills (verbal, written and presentation); Ability to explain complex information to all levels of staff and clients
Full Job Description
## **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. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s 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. ## **Department Overview** Our Services team is part of the Motorola Solutions business covering the Australia and New Zealand region. We are a professional services team that delivers systems integration projects and managed services to our clients. We deliver client focused world-class, leading edge, end-to-end solutions fit for purpose within each client’s unique environment that include various voice (including radio) communications, data and video technologies with our clients predominantly in the public safety government sector and the energy & natural resources industry. ## Job Description The Customer Support Manager (CSM) provides intense and appropriate customer focus and satisfaction during the delivery of Motorola’s Lifecycle Service products. The CSM manages government contracts with responsibility for successful delivery of Service products for Local government customers. Manages the relations with external partners responsible for delivering Service products to customers. Responsible for contract renewals, proposals, accurate forecasting, development of Statements of Work, and meeting P&L and receivables goals; overseeing contract P&L performance including meeting Service billing and cost performance goals. Responsible for marketing sophisticated / integrated service programs to multiple layers within customer organizations and works closely with the direct and indirect Sales teams. The CSM is responsible for the development of service account pla
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