PremierOne Support Manager US Remote - Detroit, United States - Motorola Solutions

Description

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 OverviewCMSO Software Enterprise Operations Organization is a group that delivers software solutions to the public safety sector.

Our group is committed to providing the technology, knowledge, and tools that will allow our customers to focus on their mission critical goals and responsibilities.

We provide support for ground breaking products and solutions that enable public safety entities to respond more quickly and safely to emergent situations.

PSA deploys and supports products such as Computer Aided Dispatch, Records Management Systems, Jail Management Systems and Mobile Data Computing, among other offerings.

SPSS is a fast-paced environment that seeks motivated and professional individuals willing to work towards our goals as an organization.

Job Description


All candidates please be aware there will be an "On Call" element of responsibility for this role.
Primary Responsibilities of the Premier

One Support Manager:
Supervise, lead, and motivate, including career pathing and HR duties
Set and hold team members accountable to goals and milestones, including identifying opportunities to delight the customer
Coaches and motivates techs to ensure customer satisfaction and adherence to CMSO standards and resolving issues within a defined timeframe
Holds each tech accountable for total ticket ownership, own and drive each ticket assigned, utilizing technical skills and fostering both customer and internal relationships to drive issue to resolution
Provide ongoing support through regular 1:1 meetings by monitoring progress, providing training as needed, and ensuring expectations are met and exceeded
Ensure employees know how to respond to what is being asked, maintain a "how can I help?" attitude, and represent Motorola in a professional manner

Minimum Requirements:
Strong communication and interpersonal skills to lead and mentor
Excellent problem solving, leadership, and customer service skills
Analytical, efficient, and thorough approach to leading and resolving complex customer issues
Ability to remain calm and courteous under pressure and navigate tense situations
Familiarity with Windows and Linux operating systems, basic networking, and related hardware
Excellent verbal and written communication skills
Willing to travel 20% of the year

Preferred Experience, Education, and/or Training:
Bachelor's Degree in Computer Science or equivalent industry experience
6 months experience with the PremierOne Product(s)

Knowledge of and/or basic skills in:
Microsoft Windows Azure, Unix, Linux Server, and Desktop Operating Systems (Active Directory)

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" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc.

customers
#LI-DB
#LI-REMOTEBasic Requirements
Associates Degree OR Bachelors Degree with 1-2 years of formal technical courses in a PC-related field
3+ years of experience in customer supp