Sr Customer Support Manager/System Manager - QUEBEC, Canada

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.

Aperçu de l’entreprise

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

Motorola Solutions is a world leader in the field of professional mobile communications systems with an impressive heritage of technological innovations and a global base of installed systems. The group's main business is the implementation of mission critical digital mobile communication systems for Government & Public Safety Communications customers.

Motorola Solutions est un leader mondial dans le domaine des systèmes de communications mobiles professionnels avec un héritage impressionnant d'innovations technologiques et une base mondiale de systèmes mis en place. L'activité principale du groupe est la mise en œuvre de systèmes de communication mobile numérique critiques pour les clients du Gouvernement et de la Sécurité Publique.

Job Description

NOTE: CANDIDATES MUST RESIDE IN QUEBEC, CANADA

The primary responsibility of the Senior Customer Support Manager (CSM) is to effectively and efficiently manage the business for their assigned customer contracts and ensure customer satisfaction with Motorola Public Safety Customers. The business is a combination of forecasting, proposing new services and contract renewals and building relationships with customers and subcontractors. Ensuring customer satisfaction involves proper delivery and execution of service contracts. If any service is not being performed up to contracted specifications or a process is not producing the correct results, the Senior CSM will become involved and find a solution.

Duties and Responsibilities:

The Senior CSM is responsible for the overall success of and relationship between the Customer’s Operation, Motorola Subcontractors, and Motorola. Key responsibilities include:

Provide customers a single point of contact for Customer management and ensure service delivery and Service Level Agreements (SLA) compliance.

Work with customers to discuss concerns and drive corrective actions to closure.

Manage and maintain services scope as per services contract and ensure customers understand their obligations in regard to service deliverables.

Ensure that Customers receive appropriate and timely reporting as required by the Services Contract.

Manage sub-contractors deliverables and adherence to agreed scope and outcomes.

Manage product quality issues as needed.

Engage as needed in the case management process to ensure proper service delivery

Assist partners and vendors as needed with payment and billing issues

Identify and implement areas for improvement to ensure improved service quality and best practice delivery.

Ensure all operational documentations remain up to date and relevant.

Manage third party vendors as needed

Manage contract change management as needed.

Work with National Support Service team for contract loading, renewals, and service contract change order requests.

Work closely with the Motorola Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.

Work with customer and field teams to create and/or update existing Customer Support Plans (CSP)

Create customer and service provider Statements of Work

Execute contract documents and obtain customer purchase orders

Installation Agreements (write-up, obtain PO, and manage)

Lead and manage the coordination of variation and other change request response and implementation of approved changes.

Oversee the change implementation into service delivery operations in coordination with Customer.

Work with customers on up-sell / cross-sell

Participate in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets, and Installs.

Achieve stated on time contract renewal goal

Achieve stated services growth goal for assigned contracts

Additional Experience:

Must have excellent interpersonal communication and presentation skills with the ability to relate to internal and external stakeholders

Commercial awareness: Be able to develop and engage current accounts as well as identify new business opportunities in current and prospect clients

Strong Computer skills (I.e. MS Office, Google Suite)

​Must be a self motivated team player able to work effectively with general guidance toward objectives

Analytical mindset: Able to solve complex problems and situations.

Understanding of ITIL processes

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

Ability to communicate with customer IT personnel regarding WLAN and wired infrastructures.

General understanding of communications industry trends and their impact on customer’s future needs

Understanding of Oracle / Services Lifecycle tools

Understanding of Distributed Telecommunications systems

Candidate Requirements:

Must be willing to travel throughout the designated region 25-50% of the time.

Must be able to obtain background clearance as required by government customer.

Ideally targeting a Senior CSM that can perform responsibilities in both English and French.

Candidates should be located within Quebec.

Description de l'emploi:

La principale responsabilité du responsable principal du support client (RPSC) est de gérer efficacement l'activité de pour les contrats clients qui lui sont attribués et d'assurer la satisfaction des clients avec les clients de Motorola Public Safety. L'activité est une combinaison de prévisions, de proposition de nouveaux services et de renouvellements de contrats et de création de relations avec les clients et les sous-traitants. Garantir la satisfaction des clients implique la bonne livraison et l'exécution des contrats de service. Si un service n'est pas exécuté conformément aux spécifications contractuelles ou si un processus ne produit pas les résultats corrects, le RPSC s'impliquera et trouvera une solution.

Tâches et responsabilités:

Le RPSC est responsable du succès global et de la relation entre les opérations client, les sous-traitants de Motorola et Motorola. Les principales responsabilités comprennent :

Fournir aux clients un point de contact unique pour la gestion des clients et assurer la prestation de services et la conformité aux Accords de Niveau de Service (ANS).

Travailler avec les clients pour discuter des préoccupations et conduire les actions correctives jusqu'à la clôture.

Gérer et maintenir la portée des services conformément au contrat de services et s'assurer que les clients comprennent leurs obligations en ce qui concerne les produits livrables.

Veiller à ce que les clients reçoivent des rapports appropriés et opportuns, comme l'exige le contrat de services.

Gérer les livrables des sous-traitants et la conformité des résultats convenus.

Gérer les problèmes de qualité des produits selon les besoins.

S'engager au besoin dans le p