Federal - DoD Associate Customer Support Manager - US Remote

Motorola Solutions - Baltimore, MD

Full-time - Mid Level

Remote - Baltimore, MD

Computer and Electronic Product Manufacturing

About the position

The Federal - DoD Associate Customer Support Manager at Motorola Solutions is responsible for supporting the Federal DoD Customer Support Manager in achieving division and department goals. This role involves ensuring compliance with contract commitments, coordinating project efforts, and enhancing customer satisfaction through effective service delivery. The position requires strong organizational skills and the ability to manage multiple tasks in a fast-paced environment, while working remotely.

Responsibilities

• Support the Federal DoD Customer Support Manager in achieving overall division goals.
• Ensure timely execution and compliance with contract commitments.
• Coordinate, review, and prioritize project efforts with the Customer Support Manager.
• Assist in providing support for RFI and RFP responses, including gathering necessary details from field teams.
• Track all post-award contract service deliverables in a central repository.
• Schedule contractual commitments such as Preventative Maintenance Inspections (PMI).
• Process work tickets between vendors and customers for timely accounts payable and receivables.
• Gather inputs for Customer Support Plan (CSP) and Install Base (IB) updates.
• Work closely with Order Management teams to ensure accurate data loading.
• Perform contract loading responsibilities for customer entitlement of purchased service products.
• Order parts through internal channels as needed.
• Attend weekly forecast and team meetings.
• Ensure timely execution of monthly/quarterly reporting to customers.
• Create internal and customer-facing documentation related to contract services and best practices.
• Monitor Installation Agreements (IA) forecast dates and advise revenue tracking personnel.
• Escalate issues requiring management review, including customer satisfaction items.
• Collect support data from end customer designated points of contact.

Requirements

• 2+ years of experience in Customer Service, Customer Support, or Systems Management role, or prior military experience.
• Strong knowledge of Google applications and proficiency in Microsoft Office and Excel.
• General business acumen, including understanding of P&L statements and revenue principles.
• Ability to obtain necessary security clearance as required by government contract.

Nice-to-haves

• Certified Scrum Master
• Experience working with people with disabilities.

Benefits

• Paid parental leave
• Employee stock purchase plan
• Paid holidays
• Health insurance
• Dental insurance
• Paid time off
• Family leave
• Vision insurance
• 401(k) matching