Vesta Customer Support Manager (TX Remote)

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

The Global Services Command Central Software Deployment and Support Services Organization delivers solutions to the public safety sector. We are committed to providing technology and tools which will allow customers to focus on their mission, and enable them to respond faster with smarter and safer decisions. Our support team is focused on Software Enterprise products such as 9-1-1 Call Handling, Computer Aided Dispatch, Records Management Systems, Jail Management Systems and Mobile Data Computing, among other offerings.

Job Description

The Vesta Customer Service Manager (CSM) position resides in the Command Central Software Deployment and Support Services Organization within Global Services. This role is responsible for the day-to-day management of the Vesta 911 call handling customer services contracts and services relationships. The Vesta Customer Service Manager ensures we are meeting our contractual obligations and drives the appropriate resources to solve complex issues. The Support Services organization is dedicated to the long-term success of our customers through enhanced customer relationships, onsite technical expertise, and ongoing professional services.

The Vesta Customer Support Manager reports to the Command Center Software Support Services Regional Services Manager

Scope of Responsibilities/Expectations:

• Work in collaboration with Sales, Product, Engineering, Deployment, 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.

• Ensure best practices are being adhered to within the customer's environment.

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

• Facilitate life-cycle management of upgrades, technical service bulletins and system changes.

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

• Report on technical performance, and providing reviews of relevant service requests open within a customer's environment

• Ability to explain technical problems and solutions to internal stakeholders and customers

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

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

• Manage escalated situations through leadership and customer relationship knowledge and by assisting the technical teams in critical situations

• This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.

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Specific Knowledge/Skills:

• 3+ years of experience working in a Customer Service/Customer Support environment preferred.

• Understanding of Motorola Solutions products and services with a particular focus on VESTA 9-1-1 preferred.

• Understanding of ServiceNow ticketing tools

• Understanding of the Google software suite

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

• Ability to communicate with customer personnel regarding the operation and support of the Motorola Products deployed

• Exhibit strong ownership and follow through; own the customer’s issue and drive resolution to ensure the customer is satisfied with the end result

• Exceptional interpersonal skills required

• Strong determination in the face of challenges. Our customers count on dependable, reliable suppor