VSS Software Support Manager - City of Chicago

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department Overview
The Video and Software Services (VSS) organization supports our public safety agencies throughout the world. We are committed to providing services for our customers who use MSI products; allowing them to focus on their mission and enable them to respond faster. Our teams are focused on providing services and administration of various public safety software products such as 9-1-1 Call Handling, Real-Time Crime Center, Computer Aided Dispatch, Records Management Systems, Jail Management Systems and Mobile Data Computing, among other offerings.
Job Description

The primary responsibility of the Software Support Manager (SSM) is to effectively and efficiently manage the Lifecycle Service (LCS) business for the City of Chicago and ensure customer satisfaction with Motorola Public Safety Software Enterprise Support and Services. This Operations Manager focuses on building relationships with the customer and customer advocates and their experience with Motorola Solutions Support to foster customer satisfaction in their service and support. Ensuring customer satisfaction involves proper support and service delivery and delivery of contracted services and SLAs. If any service is not being performed up to contracted specifications or a process is not resulting in the correct results, the Operations Manager works closely with the Support Organization to resolve the issue.

Note: Onsite at the City of Chicago OEMC is required for this position

• Provides the City of Chicago with a single point of contact for Software Enterprise Support to ensure service delivery and Service Level Agreements (SLA) compliance.
• Works with the City of Chicago to discuss concerns and drive corrective actions to closure.
• Manages and maintains services scope as per services contract and ensures customer understands their obligations regarding service deliverables.
• Ensures that Customers receive appropriate and timely reporting on reported software issues.
• Manages product quality issues as needed
• Engages in the case management process to ensure proper service delivery.
• Leads and manages the coordination of change requests; managing the response and implementation of approved changes.
• Oversees the change implementation into service delivery operations in coordination with the Customer.
• Manages the daily delivery of the contracted services.
• Proactively manages the service's life cycle, upgrades and/or updates.
• This position is subject to working in high-security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.

Specific Knowledge/Skills:

• 3+ years customer service/support experience
• Understanding of Motorola Solutions products and services with a particular focus on VESTA 9-1-1
• Understanding of ServiceNow ticketing tools and Excel.
• Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures
• Strong command of communication skills, both oral and written.
• Ability to communicate with customer personnel regarding the operation and support of the Motorola Products deployed
• Exhibit strong ownership and follow through; own the customer's issue and drive the resolution to ensure the customer is satisfied with the end result
• Exceptional interpersonal skills required
• Strong determination in the face of challenges. Our customer's count on dependable, reliable support
• Strong verbal and written communication skills
• Must have strong organizational skills and the ability to handle multiple tasks. Effective time management skills required
• Proficient computer skills with emphasis on windows based applications
• Customer focused; detail oriented individual
• Ability to maintain a positive attitude in a high stress/at times confrontational situations
• Focused individual who understands the value of excellent customer service and the impact to business if customers are not properly supported
• Confident individual who is willing to assume responsibility
• Demonstrates a high degree of drive and determination; willing to go the extra mile to provide outstanding customer service
• Adaptive and flexible individual who is willing to learn and make recommendations for improvements
• Ability to work and make decisions with minimal supervision.

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Basic Requirements

• Bachelor's Degree OR 5+ years of experience in technical customer support
• Must be able to obtain background clearance as required by government customer
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements
None
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
Yes

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 email ohr@motorolasolutions.com.

Location: Schiller Park, IL, US

Posted Date: 11/25/2024