Customer Success Leader

Company Overview

Motorola Solutions is there for our customers when everything is on the line. In extreme moments — when a hurricane lands or when a fire breaks out. And in everyday moments — when a package arrives just in time for the holiday or when a child doesn’t miss the school bus home.

We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.

Department Overview

Motorola Solutions Mexico

**Job Description**:
The Customer Support Leader at Motorola solutions It is responsible for the execution and fulfillment of the guarantees offered by Motorola solutions for its products and of the Support and maintenance contracts, coordinating all the activities of technical support, field engineering and factory resources for the fulfillment of the contract, of the Service Level Agreements, customer reports, billing, etc.

It is additionally responsible for working in close relationship with the client, fulfilling all the necessary activities so that, based on correct execution, the permanent renewal of contracts and the adoption of technology can be achieved, and to get the client to adopt and use the technology

SPECIFIC RESPONSIBILITIES
- Coordinate warranty and maintenance agreement support plans for different Motorola direct customers, the CSL will be the escalation contact for support activities
- Manage and coordinate all the service execution activities with the assigned customers
- Coordination of all the support activities (Project Management)
- Planning the execution of contracted services (preventive and corrective maintenance, remote monitoring, software upgrades etc) with the customer.
- Relationship and activities coordination with the subcontractors and contractor used to support the customers.
- Coordination with field engineers in order to make the delivery of the services
- Coordination with other Technical support entities inside Motorola (SSC, NMO NSOC etc) to get the service delivery and support on time.
- Control of the Support project budgets
- Coordination between all the involved parties in the projects to meet customer requirements
- Processing of PO, to pay providers and subcontractors
- When a critical issue occurs, the CSL will coordinate the required support activity from the Territory,
- To develop action plans where necessary and negotiate with Motorola’s internal support groups to provide rapid solutions to the Customer critical issue.
- Responsible for presentation of all type of reports about contracts and technical activities to the customer
- Responsible to meet the contracted SLAs
- Planning and coordination of software upgrades for the systems.
- Coordination of RMA in order to ship boards and defective modules for repair out of country
- Coordination with customs entities and logistics services for re-importation of modules/boards/subscribers repaired.
- To be the leader of the project team during the execution
- Responsible for the Service P&L of the contracts that is managing
- Responsible for escalation of all the quality issues with product groups and quality teams inside Motorola.
- Work with LACR Quality team to determine the process for keeping the Customer Satisfaction Survey results as well as the action plans and their tracking
- To update and maintain Support billings & releases forecast files
- Reports about activities and Service business metrics
- Periodical calls with customers for status updates
- Work closely with Sales and SI groups in order to verify the inclusion of the Support services proposal in all the proposals.
- Write the Support Service Proposals
- Design service proposals according to the customer’s needs/budget
- The CSM will assist/advise on renegotiation of Support contracts with their Customers.
- The CSL is responsible for the preparation of the support services quote per project (new and renewals)

Basic Requirements
- Ingeniero Electrónico o de Sistemas, con experiência Telecomunicaciones, telefonía y en la administración y manejo de bases de datos (+5Años)
- Deseable contar con los cursos: PMP, ITIL, CISCO
- Experiência en la gerencia de implementación de proyectos de integración, telecomunicaciones de Seguridad Pública e IT
- Experiência Manejando proyectos con entidades de Gobierno.
- Bilingüe (Español /Inglés)
- Sueldo bruto de 30 mil pesos + prestaciones superiores.

Travel Requirements

25-50%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes