Customer Service Manager

4 semanas atrás

São Paulo, São Paulo, Brasil Motorola Solutions Tempo inteiro
Job Summary

Motorola Solutions is seeking a highly skilled Customer Service Manager to join our team. As a key member of our Commercial Markets department, you will be responsible for delivering and maintaining managed services to our customers. Your primary focus will be on effectively managing services contracts for assigned customers and ensuring customer satisfaction through strong relationship development.


Key Responsibilities
  1. Provide customers with a single point of contact for customer management and ensure service delivery and Service Level Agreements (SLA) compliance.
  2. Work with customers to discuss concerns and drive corrective actions to closure.
  3. Manage and maintain service scope as per services contract and ensure customers understand their obligations in regard to service deliverables.
  4. Ensure that customers receive appropriate and timely reporting as required by the services contract.
  5. Manage sub-contractors' deliverables and adherence to agreed scope and outcomes.
  6. Engage as needed in the case management process to ensure proper service delivery.
  7. Identify and implement areas for improvement to ensure improved service quality and best practice delivery.
  8. Work with internal areas for contract onboarding, renewals, and service contract change order requests.
  9. Work closely with the System Integration (SI) team to provide a smooth transition from project implementation to warranty support and service delivery.
  10. Efficiently manage the revenue and costs and meet the financial goals for each service agreement assigned, providing reliable forecasts.
  11. Ensure revenue collections are made on time in order to meet cash flow goals.
  12. Work with customers on up-sell / cross-sell in assigned accounts.
  13. Create customer and service provider Statements of Work and quote these services.
  14. Manage the service contract renewal process for all assigned service agreements.
  15. Oversee the change implementation into service delivery operations in coordination with the Customer.
  16. Achieve stated on time contract renewal goal.
  17. Achieve stated services growth goals for assigned contracts.

Requirements
  1. Bachelor in Engineering or areas related to Information Technology.
  2. Fluent in English Language (mandatory).
  3. At least 5 years experience with management of IT support services.
  4. At least 7 years experience in the Oil&Gas or Mining markets will be considered highly desirable.

Travel Requirements

None


Relocation Provided

None


Position Type

Experienced


Referral Payment Plan

Yes


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 email.

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