Senior Customer Support Manager - Idstein, Germany

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 OverviewThe US Federal Governments Markets Division is chartered with being the premier, compliant supplier of world-class communications solutions to the U.S. Federal Government by providing the highest quality products, systems and services. The USFGMD will achieve this with a professional, well-trained, diverse work force creating a positive and profitable customer relationship resulting in Total Customer Satisfaction and growth of our business. The Federal Systems Technology department of the USFGMD is responsible for service supporting a charter of implementing and integrating complex systems sold worldwide to the US Federal Government. These applications span the entire breadth of the US Federal Government throughout the world.
Job Description

The Sr. Customer Support Manager (Sr. CSM) is a pivotal role focused on ensuring intense customer satisfaction throughout the delivery of Motorola Solutions Lifecycle Service products. The Sr. CSM is primarily responsible for the successful execution and delivery of Service products under government contracts, specifically for local government customers in Germany, Middle East and Africa. This role also involves managing relationships with external partners vital for service delivery. Relocation assistance is provided.

Contract Management & Financial Oversight:

• Manage government contracts, ensuring successful delivery of Service products.

• Oversee contract P&L performance, meeting Service billing and cost goals.

• Responsible for accurate forecasting, contract renewals, and proposal development.

• Meet P&L and receivables goals.

• Develop Statements of Work (SOWs).

Customer Relationship & Service Growth:

• Develop and execute strategic service account plans and profiles for assigned accounts, including goals and strategies.

• Build strong, long-lasting customer relationships to position Motorola Solutions for Service growth.

• Market sophisticated and integrated service programs to multiple layers within customer organizations.

• Promote Service growth by increasing sales of traditional core LMR, 'expand the core,' and non-traditional services, designing winning strategies.

• Work closely with direct and indirect Sales teams.

• Identify future expansion opportunities for all services, requiring travel throughout EMEA to meet customers and service delivery organizations.

• Meet or exceed minimum contract revenue and margin goals.

• Develop, execute, and deliver Enhanced Warranty/Recurring Service contractual business for U.S Federal Government Customers and Prime Contractors.

• Maintain Service contracts with standard and Special Products (SP) content.

• Work with US Federal Account Managers and teams to satisfy US Federal agency customers and expand existing business.

Service Delivery & Collaboration:

• Provide assistance and information to the TSM (Technical Service Manager) and other delivery channels (regional channel partners/sub-contractors) to ensure contractual compliance and channel capability.

• Effectively self-manage multi-customer accounts, often spanning international boundaries.

• Create an environment of internal and external cooperation.

• Build in-depth relationships with Sales, System Integration, other Solutions and Services US Federal Government Markets, and Motorola Solutions Corporate departments.

• Motivate and lead teams, proactively solving customer problems by aggressively working across Motorola Solutions’ organizations.

• Assist the TSM’s resource team and other delivery channels to resolve conflicts, dealing with obstacles and objections by involving proper decision-makers.

• Ensure all delivery organizations complete contractual work requirements thoroughly, correctly, and in a timely manner.

• Effectively express complicated and sensitive concepts and facilitate meetings.

• Prepare and deliver persuasive messages.

• Ensure all responses to customers and other organizations are thoroughly reviewed for accuracy and completeness.

• Ensure sensitive matters are handled properly, considering corporate ethical standards and all applicable international legal & cultural requirements and values.

Tools, Systems, and Professional Development:

• Maintain a strong working knowledge of internal Motorola Solutions systems and processes (e.g., Oracle SLC, Clarify, Motorola On-line) and effectively utilize business tools (e.g., Google Suite and Microsoft Office applications).

• Promote pride and positive attitudes in support staff, helping them reach their maximum potential through training, mentoring, and maintaining currency on company procedures, policies, and methodologies.

• Must be willing to travel throughout the designated region (up to 50%).

Experience and Education:

• Bachelor’s Degree is preferred.

• Seeking 3+ years of related experience.

• Additional experience in customer-facing roles such as Account Management, Consulting, or Project Management is a plus.

• Customer side domain experience working with the US Department of Defense is preferred.

• Public Safety domain knowledge/experience is required.

• Experience in creating and executing Customer strategic plans.

Skills and Abilities:

• Highly effective and polished verbal and written communication skills.

• Demonstrated technical aptitude.

• Demonstrate attention to detail and possess strong organizational skills.

• Able to work in a fast-paced environment while maintaining a high level of performance.

• Highly self-motivated and able to work independently as well within a team.

• Demonstrated ability to facilitate and lead cross-functional teams and resources effectively.

• Strong critical thinking, analytic, and problem-solving abilities.

• Ability to efficiently use standard business tools (Microsoft Office Suite, Google Apps, other CRM systems, etc.), social media, and communication and reporting tools.

Additional Requirements:

• Position is allocated in Germany, working under German labor laws. Relocation assistance is provided.

• Must have a valid U.S. Passport and U.S. driver's license. EU driver's license is a plus.

• Must be capable of traveling requirements (willingness to travel up to 50%, the Sr. CSM will travel across Europe, the Middle East and Africa.

• A condition of continued employment is the candidate's ability to receive a security clearance from the U.S. Government and any certifications required for the position.

• Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract(s)

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Target Base Salary Range: $100,000 - $124,000 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

Basic Requirements

• 3+ years of experience in one of the following: LMR, Public Safety, Project Coordination, Project Management, Account Management, Customer Support, Public Safety, Government, Technical Services Sales with Government customers or Military experience.

• Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract(s)

Travel RequirementsOver 50%
Relocation ProvidedInternational
Position TypeExperienced
Referral Payment PlanNo

Our U.S. Benefits include:

• Incentive Bonus Plans

• Medical, Dental, Vision benefits

• 401K with Company Match

• 10 Paid Holidays

• Generous Paid Time Off Packages

• Employee Stock Purchase Plan

• Paid Parental & Family Leave

• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.