Software Customer Support Jobs in Ontario (NOW HIRING)

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.

Apercu de l'entreprise

Chez Motorola Solutions, nous pensons que tout commence par nos employes. Nous sommes une communaute mondiale soudee, unie par la volonte incessante de contribuer a la securite des personnes partout dans le monde. Nous concevons et connectons des technologies qui contribuent a proteger les personnes, les biens et les infrastructures. Nos solutions favorisent la collaboration essentielle pour ameliorer la securite des populations, des ecoles, des hopitaux, des entreprises et, finalement, des nations. Connectez-vous a une carriere qui compte et aidez-nous a batir un avenir plus sur.

Department OverviewThe Motorola Solutions Customer Success Team empowers our customers to identify and unleash the full power of their Public Safety Software products and services. We build strong relationships with Public Safety to promote their full adoption of Motorola products and services, including growing their ongoing use, value realization and product satisfaction. We work to ensure that the customer experience with Motorola Solutions continuously exceeds their expectations and through our internal and external relationships, we are committed to consistent delivery and follow through to help customers serve their communities and to be their best in the moments that matter.
Job Description

The Software Customer Service Manager position resides in Deployment, Managed & Support Services organizion. This role is responsible for the day-to-day management of the customer services contracts and services relationships for CommandCenter Software. The Software Customer Service Manager ensures we are meeting our contractual obligations, provides exceptional expertise in our software and mobile video solutions, and drives the appropriate resources to solve complex issues across our customer base. This organization is dedicated to the long-term success of our customers. Through enhanced customer relationships, onsite technical expertise, and ongoing professional services, this organization will drive operational acceptance and satisfaction of the broader product ecosystem across all customers.

This role reports into the Central Regional Services Manager.

Scope of Responsibilities/Expectations:

• Work in collaboration with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Service Managers, and CMSO Support teams throughout the customer engagement.

• Accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, and escalation management.

• Exercise judgment in selection methods and techniques for obtaining solutions.

• Ensures best practices are being adhered to within the customer's environment.

• Delivers consistent service levels by exceeding customer expectations and managing customer escalations.

• Helps manage and coordinate the processing, communication, and implementation of technical changes, including changes related to new cloud releases, customer requests, field change orders, and reconfigurations, and is engaged on all upgrade and execution plans.

• Maintains awareness of all complex service matters including technical solutions implementations and activities.

• Reporting on technical performance, and providing reviews of relevant service requests open within a customer's environment

• Can explain technical problems and solutions to team/client members.

• Ensures effective coordination and support between account teams and supporting technical resources.

• Builds value-added relationships within the domain of the account to become the trusted technical advisor to the customer.

• Proficiency in Agile project management.

• Familiarity with software deployment methodologies and quality processes.

• Dedication to delivering and supporting end-to-end solutions with exceptional quality.

• 5+ plus years in CommandCenter Software and/or Mobile Video Deployment, Engineering, Sales/Presales, CMSO or Managed & Support Services experience is a plus.

Preferred Qualifications:

• English proficiency is preferred.

• Strong understanding of Motorola Software and Video products, API technologies, Software Architecture and Design, System Integration, and Cloud Deployment.

• Must be a Canadian resident to be considered for this position.

Target Base Salary Range:$100,000 - $135,000 CAD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

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Basic Requirements

Required Skills:

• High School diploma, Associates, or Bachelor's degree in General Studies, IT, or Technology.

• Must be able to obtain a background clearance as required by our government customers.

• Candidates must reside in Canada to be considered for this position.

Travel Requirements25-50%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

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 complete thisReasonable Accommodations Formso we can assist you.

Motorola Solutions adopte, favorise et promeut les principes de diversite, d'equite et d'inclusion. Nous encourageons et accueillons les candidatures de toutes les personnes qualifiees, quelles que soient leur race, origines ethnique, religion ou croyance, orientation sexuelle, identite et expression sexuelle, statut d'anciens combattants ou tout autre statut protege par la Loi.

Nous sommes fiers de notre culture axee sur les personnes et les communautes, encourageant ainsi chaque Motorolan d'etre la version la plus authentique de lui-meme dans ses responsabilites afin de tenir la promesse d'un monde plus securitaire.

Si vous souhaitez vous joindre a notre communaute mais croyez que vous ne possedez pas toutes les exigences requises pour le poste convoite, nous aimerions tout de meme connaitre les raisons pour lesquelles vous pensez etre un excellent candidat pour notre equipe.

Nous offrons egalement des mesures d'adaptation pendant toutes les etapes du processus d'embauche afin de favoriser l'inclusion des personnes vivant avec un handicap physique et/ou mental. Pour demander un amenagement, veuillez remplir ce formulaire d'amenagement raisonnable afin que nous puissions vous aider.