Job Description

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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview

The 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.

The Customer Support Manager (CSM) provides intense and appropriate customer focus and satisfaction during the delivery of Motorola’s Lifecycle Service products. The CSM manages government contracts with responsibility for successful delivery of Service products for Local government customers. Manages the relations with external partners responsible for delivering Service products to customers. Responsible for contract renewals, proposals, accurate forecasting, development of Statements of Work, and meeting P&L and receivables goals; overseeing contract P&L performance including meeting Service billing and cost performance goals. Responsible for marketing sophisticated / integrated service programs to multiple layers within customer organizations and works closely with the direct and indirect Sales teams. The CSM is responsible for the development of service account plans and profiles, goals and strategies within assigned accounts. Major emphasis includes developing customer relationships that will position Motorola for Service growth throughout the designated customer base. Must be willing to travel throughout the designated region.

Basic Requirements

• De velo p, exec ut e, and del iver E nhanced War ranty / Rec ur ring S er vi ce c ontrac tual busin ess for U.S Fe deral G overn ment Cu st omers and Pr ime Co ntrac tors.
• Main tain S er vice c ontrac ts with st andard and S pecial Pro ducts (S P) c ont ent.
• Pro mote Ser vice gr owth by incr easing s ales of s er vice pro ducts, i nclu ding tra ditio nal c ore LMR busi ness, ‘e xpand the c ore’ bus iness and non- tra ditio nal s er vices, and desi gning win ning s trat egies.
• I dent ify gro wth of all s er vices for fut ure expansion and t her efore tra vel t hro ughout E MEA and meet with both c us tomers a nd with the ser vi ce del ivery or ganizati ons.
• Meet or exc eed minimum contra ct re venue goals and mar gin goal s
• Pro vide information and assistance to the TSM and ot her del ivery c hannels ( regio nal c hannel partn ers/ sub-c ontract ors) to ens ure contract ual c ompl ianc e Ensure the abi lity of the del ivery c hannel to perf or m
• Ef fecti vely s el f-manage mult i-c ust omer acc ounts, which often s pr ead over in tern at ional boundar ies.
• C reate an envi ronment of c ooperati on among all parties, whet her in tern al or ext ern al to our or gani zati on
• B ui ld l ong las tin g, i n-depth rela ti ons hips with t he c ust omers and with S ale s, S yst em I ntegrati on, and ot her S olu ti ons and S er vices US Fe deral G over nment Markets and Mot orola S olu ti ons C orp or ate depart ment s
• Moti vate ot hers to c ooperate and l ead t eams while aggressi vely work ing ac ross Mot orola S ol utio ns’ or gani zati ons to pro acti vely s olve c ust omer pro bl ems.
• Assist t he TS M’s res ource t eam and other del ivery c hannels to res ol ve c onfl icts. De al with obst acles and obje ctio ns by i nvolving pro per decis ion mak ers to ac hie ve re sults.
• Ef fecti vely express c ompl ic ated and s ensit ive c onc epts and serve as a meeti ng faci lit ator when re qui red
• Pre pare and del iver mes sages, which re qui re si gni fica nt ski ll for persu asi on
• Ens ure all res pons es to c ust omers and other or gani zati ons are t hor oughly r evi ewed for acc uracy and c ompl et eness.
• E nsure t hat s ensiti ve matt ers are pro per ly handled and address ed to incl ude c onsid er ati on of corp orate ethical st andards and all appl ic able in tern at ional legal & c ult ural re qui rements and valu es.
• E ns ure all del ivery or gani zati ons c omple te all c ontrac tual work re qui rements thoro ughly and c or rectly in a ti mely manner.
• Main tain a str ong work ing k nowl edge of in tern al Mot oro la Solu tio ns’ s yst ems and pro cess es and ef fecti vely util ize all avai lable busin ess t ool s, s uch as Mic ros oft Of fice appl ic ati ons, Oracle S LC, C lar ify, and Mot or ola O n-l ine
• Pro mote pr ide and positi ve at tit udes in s upport st af f Help them re ach their maxi mum pot enti al by enc oura ging all avenues of s elf-i mpro vement via in tern al & ext ern al tr aini ng, ment or ing, and main tain ing c ur rency on all appl ic able c ompany proc edures, pol icies, and met hodolo gies.
• W ork with US Fe deral Acc ount Managers and t eams to s ati sfy US Fe deral agency c ust omers a nd expand existing busin ess in these acc ounts.

Basic requirements

• Bachelors Degree is preferred with additional experience with other customer-facing roles such as Account Management, Consulting, or Project Management experience is a plus. Customer side domain experience working with the US Department of Defense.
• Seeking 3+ years of related experience
• Highly effective and polished verbal and written communication skills
• Demonstrated technical aptitude
• Public Safety domain knowledge/experience
• 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.
• Experience in creating and executing Customer strategic plans.
• 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 tools and reporting tools.
• Position is allocated in Germany, working under German labor laws.
• EU drivers license a plus; must have a valid U.S. Passport, U.S. driver's license, must be in excellent health for traveling requirements and must be willing to travel up to 50%
• A condition of continued employment with Motorola is the candidate's ability to receive a security clearance from the U.S. Government and any certifications required for the position being hired.

Travel Requirements

25-50%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No

Company

Motorola Solutions Germany GmbH

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.