Senior Customer Support Manager – System Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee assigned customer contracts and guarantee customer satisfaction for Motorola Public Safety clients.

• Anticipate and propose new services, renew contracts, and cultivate relationships with both customers and subcontractors.

• Act as the primary point of contact for customer management.

• Ensure compliance with service delivery and Service Level Agreements.

• Address customer concerns and ensure corrective actions are effectively implemented.

• Manage service scope, customer obligations, subcontractor deliverables, and third-party vendor interactions.

• Provide timely customer reporting and maintain operational documentation.

• Handle product quality issues, case management, billing/payment discrepancies, and contract modifications.

• Identify and implement enhancements in service quality and best practices.

• Coordinate the loading of contracts, renewals, and requests for service contract change-orders with the National Support Service team.

• Manage the transition from project implementation to warranty support and service delivery alongside the Motorola Program Manager.

• Develop and update Customer Support Plans.

• Create Statements of Work, execute contract documents, secure customer purchase orders, and manage Installation Agreements.

• Lead responses to variation and change requests and supervise the implementation of approved changes.

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

• Engage in revenue and margin forecasting for maintenance agreements, work tickets, and installations.

• Meet contract renewal and service growth objectives.

⛳️ Requirements

• Candidates must be residents of Quebec, Canada.

• A minimum of 3 years of experience in Lifecycle Services, Account Management, Management, Customer Service, Sales, Systems Implementation, Integration, LMR Sales, LMR Engineering, Customer Support, Customer Account Management, Project Management, Public Safety, Military, or Technical Services Sales.

• Must be able to obtain background clearance as mandated by government clients.

• Willingness to travel within the designated region 25-50% of the time is required.

• Exceptional interpersonal communication and presentation skills are essential.

• Commercial acumen with the ability to cultivate existing accounts and recognize new business prospects.

• Proficient in computer skills, including MS Office and Google Suite.

• A self-driven team player capable of working effectively with general guidance towards achieving objectives.

• Possess an analytical mindset with the capability to resolve complex problems and situations.

• Understanding of ITIL processes is beneficial.

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

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

• General awareness of communications industry trends and their influence on customers' future requirements.

• Familiarity with Oracle / Services Lifecycle tools.

• Knowledge of distributed telecommunications systems is advantageous.

• Ideally capable of fulfilling responsibilities in both English and French.

🏝️ Benefits

• Equal Opportunity Employer.

• An inclusive and accessible recruiting experience.

• Reasonable workplace accommodations for candidates with disabilities or health conditions.

• Referral Payment Plan: Yes.