Professional Services & Support Manager
Motorola Mobility - Horsham, PA

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Motorola Mobility, owned by Google,
fuses innovative technology with human insights to create experiences that
simplify, connect and enrich people's lives. Our portfolio includes converged
mobile devices such as smart phones and tablets; wireless accessories;
end-to-end video and data delivery; and management solutions, including
set-tops and data-access devices. For more information visit www.motorola.com/mobility .

Basic
Qualifications

5 years experience as a Manager in
Software &/or Support.

Bachelor’s Degree in Computer Science
or related field

Description:
Motorola Home is looking for an
experienced Professional Services and Support Manager to manage and lead a team
of engineers to support a large-scale distributed system for the ingestion,
transformation, management, discovery, personalization and delivery of IP video
to wireline and mobile devices. Manage delivery from integration lab through production
deployment. Primary responsibilities
include directing both the day-to-day support operation, managing customer
expectations, communicating status on open defects, coordinating defect
resolution with the customer, tracking customer priorities, measuring and
driving performance of the team.

The individual must possess and
demonstrate experienced leadership and technical knowledge along with the
ability to manage both direct and leveraged employees in a “matrix-managed
environment” across multiple organizations.
He/she is responsible for ensuring that the team has the tools and
training needed to support the customer appropriately. The position has direct interfacing
responsibilities with the customer.

The individual will report to the
Director of Engineering and will produce training materials and escalation
procedures.

We are searching for candidates who
enjoy working with people, and who have a technical mind that excels when being
challenged.

Scope

of Responsibility/Expectation:
  • Establish scalable customer
response tools and processes

  • Respond promptly and appropriately
to customer issues and questions

  • Partner with developers and
product marketing to deliver an excellent customer experience

  • Compile reports and insights from
customer activity and input

  • Analyze support statistics and
drive operational improvements as necessary

  • SLA reporting
  • Maintaining defect dashboards
  • Ensuring process compliance
  • Assess customer service needs
based on current and future growth

  • Communicating throughout all
levels of the organization on a timely basis

  • Develop good working knowledge and
understanding of the solution

  • Significant travel to customer
premise: 50-75%

  • Allocating work among team members
  • Conducting periodic reviews to
ensure team is performing and has adequate training

  • Ability to utilize relevant
project management tools, systems, and applications.

Specific Knowledge/Skills:
  • A history of building remote customer service organizations from
the ground up

  • Prefer 7 years in a related position
  • BS or MS in Computer Science
  • A deep understanding of effective customer response practices
  • Familiarity with the use and configuration of rules-based
trouble ticketing systems

  • A track record of fast and effective response time with
positive customer feedback (e.g. NPS)

  • Experience with the acceptance and deployment of large-scale
enterprise software solutions

  • A strong awareness of the importance of customer relationships
  • People management experience is also key.
  • •Strong troubleshooting background on mobile based networks
  • Ability to anticipate emerging needs of the customer during
the acceptance and integration phases

  • Ability to analyze current team structure & derive efficiencies
  • Ability to communicate clearly and present information to the
customer

  • Excellent written and oral communication skills

Motorola Mobility - 23 months ago - save job - copy to clipboard - block
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