Federal Associate Customer Support Manager

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 Overview In the Government and Public Safety Division at Motorola Solutions , we develop and provide industry leading radio communication systems for Police, Fire, Emergency services and other government agencies including transportation, energy, and more! We help firefighters see around buildings and police officers see around street corners. We make supply chains visible to retailers and entire power grids visible to utility workers. We provide the situational awareness first responders need when a moment brings catastrophe. And we help companies deliver shipments at the moment they're promised. We do this by connecting them to seamless communication networks, applications and services, by providing them with real-time information, and by arming them with intuitive, nearly indestructible handheld devices. Job Description The Motorola Federal Associate Customer Support Manager (ACSM): - The ACSM supports the Federal Customer Support Managers (CSM) in activities that contribute to achieving overall division/department goals. - Provides direct support to the Federal CSMs to ensure timely execution and compliance with contract commitments. - Coordinates, reviews, and prioritizes all project/contract efforts with the CSM. - Plays a key role in ensuring our customers are delighted with the services being delivered. - Assists the Federal CSM with providing needed support for RFI and RFP responses (e.g. quotes from vendors/service shops, gather needed details as requested from field teams, etc.). - Tracks all post award contract Service Organization deliverables in a central repository. - Schedules all contractual commitments such as Preventative Maintenance Inspections (PMI), etc. engaging the Service Contract and Subscription Operations (SCSO) and/or field resources. - Processes all work tickets between vendors and customers to ensure timely accounts payable and receivables. - Gathers all needed inputs from customer and field teams for Customer Support Plan (CSP) and Install Base (IB); including periodic updates as required. - Works closely with Order Management teams to ensuring all needed data has been provided, has been loaded accurately, and thoroughly completed to minimize unexpected delay. - Performs contract loading responsibilities for customer entitlement of purchased service products. - Orders parts through internal channels, credit card, or through PO system as needed. - Attends weekly forecast and team meetings. - Performs (where required) and/or ensures that monthly/quarterly reporting is executed and delivered to customer on time. - Creates internal and customer facing documentation related to contract services and best practices. - Monitors Installation Agreements (IA) forecast dates by working directly with the service shop and advising revenue tracking personnel. - Escalates any issue(s) that may require management review/influence including any customer satisfaction items. - Works with end customer designated points of contact to collect any needed support data for contract support. - Has the ability to multi-task in a fast-paced environment, while potentially working remotely from the Federal CSM(s) being supported - Has a strong knowledge of Google and Google applications, as well as proficiency in Microsoft Office - Has a general business acumen to include a functional understanding of P&L statements, Risk, Cost/Margin/Revenue principles - Legal