Call Handling Customer Service Manager

This is a fully remote position, open to applicants in Arizona, +6 more states.

📋 Description

• Oversee the Lifecycle Service operations for designated customer contracts.

• Guarantee customer satisfaction with Motorola Public Safety Software Enterprise Support and Services.

• Act as the main point of contact for Software Enterprise Support and ensure compliance with service level agreements (SLAs).

• Address customer concerns and drive corrective actions to resolution.

• Manage the scope of services in accordance with contracts and clarify customer responsibilities.

• Ensure timely reporting of software-related issues.

• Address product quality issues as required.

• Participate in case management to ensure effective service delivery.

• Lead the coordination of change requests and manage approved changes and their implementation.

• Supervise the implementation of changes within service delivery operations with customers.

• Collaborate with the Support Organization to resolve service delivery challenges.

• Report to the Regional Services Manager.

⛳️ Requirements

• Minimum of 3 years of experience in customer service/support.

• Familiarity with Motorola Solutions products and services, specifically VESTA 9-1-1.

• Knowledge of ServiceNow ticketing systems and Microsoft Excel.

• Strong understanding of Customer Call Center and Network Operations Center services and procedures.

• Excellent oral and written communication abilities.

• Capability to engage with customer personnel regarding the operation and support of Motorola products.

• Outstanding interpersonal skills.

• Strong ownership, follow-through, organizational, and time management capabilities.

• Proficient in computer skills, particularly with Windows-based applications.

• Ability to manage multiple tasks and work independently with minimal supervision.

• Must be eligible to obtain a background clearance as required by government clients.

• Legal authorization to work in the U.S. indefinitely is required.

• Employer sponsorship for work permits is not available.

• High School diploma, Associate's, or Bachelor's Degree, or 5+ years of experience in a Technical Customer Support or Public Safety setting.

🏝️ Benefits

• Incentive Bonus Plans.

• Medical, Dental, and Vision benefits.

• 401K plan with Company Match.

• 10 Paid Holidays.

• Generous Paid Time Off Packages.

• Employee Stock Purchase Plan.

• Paid Parental and Family Leave.

• Referral Payment Plan.

• Travel requirements of 25–50%.