Federal Customer Support Manager - Remote

Company Overview

At Motorola Solutions, we believe that everything starts with safety. It’s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we’re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.

Department Overview

The Customer Support Manager (CSM) for the US Federal Government Markets is responsible for ensuring customer satisfaction, contractual projects, and identifies new sales opportunities for multiple Department of Defense accounts located in California, along with additional customers on the East Coast relative to a particular DOD account. The West Coast time zone is preferred. Travel is required for customer retention and internal business activities.
Job Description

• The CSM manages Federal Government Land Mobile Radio service contracts with the responsibility for successful deliveries on all services designed for and utilized by the assigned customers. 

• Major emphasis on cultivating and developing key relationships and growing managed service product sales in multi-levels of large customer accounts. 

• Work closely with Sales Account Management, Pre-sale and Post-sale teams to service customers and to continue to grow the overall Motorola Service business. 

• Be responsible for goal driven business growth, account service plans, individual goals, and further development on customer satisfaction strategies. 

• Be responsible for achieving P&L goals, including those for service billings, and cost/margin performances. 

• Successfully market Motorola service capabilities to account base offered through the Federal Systems Technologists group, Federal Repair Depot, Authorized Service Subcontractors, and the National System Support services. 

• The CSM will perform in compliance with all US Federal Government Markets Division and Motorola Solutions contracting requirements and policies. 

• The CSM will be responsible for maintaining customer satisfaction through the Program Management team of the United States Marine Corp Program, as well as, Air Mobility Command for the Air Force.

• The CSM could/should be expected to provide support over various time zones which the program supports. Some East Coast bases, as well as, a regular presence in California.

• The CSM provides support outside of the typical CSM role which could include contract management support, billing/receivables, P&L tracking, and contract proficiency.

• Goal oriented self-starter with skills and ability to successfully market and manage service support contracts for Project 25 and related wireless technologies. 

• Sales skills and abilities in establishing customer relationships, making presentations, and closing service support sales opportunities.

• Must be capable of learning service products, putting together creative proposals, making customer presentations, and forming collaborative strategies with other Motorola sales and support professionals and teams. 

• Must also have more than average skills within Excel for Project revenue and margin tracking. Pivot table knowledge is a must.

CANDIDATE EXPECTATIONS

• 5+ years of successful experience with lifecycle service account management, systems implementation/ integration, LMR sales, or LMR engineering is required
• Knowledge of Motorola RF systems and products is a plus
• Knowledge and experience utilizing Microsoft business software (e.g. Outlook, Word, Excel, and PowerPoint) is required
• Job performance depends on ability to successfully utilize Oracle applications
• Experience with US Federal Government contracts performance is a plus
• Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified and sensitive information. US Citizen with ability to obtain US Government clearance(s). 
• The Customer Support Manager (CSM) travels 25% - 50% of the time. Preference will be given to applicants located in Western Region.

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Basic Requirements

• Bachelor's Degree OR 5+ years of experience in LMR, Public Safety, Account Management, Customer Support, Technical Services Sales with large Government customers 

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Vaccine Requirement

Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees. These employees are required to submit proof of vaccination to Motorola Solutions and maintain compliance with these requirements.

Travel Requirements25-50%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits effective Day 1
• 401K with Company Match and Day 1 vesting
• 9 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 and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.