Senior Customer Support Manager (Germany based)

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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future. Department Overview The US Federal Governments Markets Division is chartered with being the premier, compliant supplier of world-class communications solutions to the U.S. Federal Government by providing the highest quality products, systems and services. The USFGMD will achieve this with a professional, well-trained, diverse work force creating a positive and profitable customer relationship resulting in Total Customer Satisfaction and growth of our business. The Federal Systems Technology department of the USFGMD is responsible for service supporting a charter of implementing and integrating complex systems sold worldwide to the US Federal Government. These applications span the entire breadth of the US Federal Government throughout the world. Job Description The Customer Support Manager (CSM) provides intense and appropriate customer focus and satisfaction during the delivery of Motorola’s Lifecycle Service products. The CSM manages government contracts with responsibility for successful delivery of Service products for Local government customers. Manages the relations with external partners responsible for delivering Service products to customers. Responsible for contract renewals, proposals, accurate forecasting, development of Statements of Work, and meeting P&L and receivables goals; overseeing contract P&L performance including meeting Service billing and cost performance goals. Responsible for marketing sophisticated / integrated service programs to multiple layers within customer organizations and works closely with the direct and indirect Sales teams. The CSM is responsible for the development of service account plans and profiles, goals and strategies within assigned accounts. Major emphasis includes developing customer relationships that will position Motorola for Service growth throughout the designated customer base. Must be willing to travel throughout the designated region. Basic Requirements Develop, execute, and deliver Enhanced Warranty / Recurring Service contractual business for U.S Federal Government Customers and Prime Contractors. Maintain Service contracts with standard and Special Products (SP) content. Promote Service growth by increasing sales of service products, including traditional core LMR business, ‘expand the core’ business and non- traditional services, and designing winning strategies. Identify growth of all services for future expansion and therefore travel throughout EMEA and meet with both customers and with the service delivery organizations. Meet or exceed minimum contract revenue goals and margin goals. Provide information and assistance to the TSM and other delivery channels (regional channel partners/sub-contractors) to ensure contractual compliance. Ensure the ability of the delivery channel to perform. Effectively self-manage multi-customer accounts, which often spread over international boundaries. Create an environment of cooperation among all parties, whether internal or external to our organization. Build long lasting, in-depth relationships with the customers and with Sales, System Integration, and other Solutions and Services US Federal Government Markets and Motorola Solutions Corporate departments. Motivate others to cooperate and lead teams while aggressively working across Motorola Solutions’ organizations to proactively solve customer problems. Assist the TSM’s resource team and other delivery channels to resolve conflicts. Deal with obstacles and objections by ... (truncated, view full listing at source)