Service Quality Assurance Manager
At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.
Department OverviewServices and Integration Quality Assurance Team
Overall purpose of position:
Manages the Quality Management System for NA Field Service Organization
Ensure correct focus on critical customer issues.
Part Services and Integration Quality Assurance Team-dotted line to NA Service SLT.
Develop an in-depth understanding of processes and key customers and their overall customer experience with Motorola Solutions.
Analyze all survey feedback, identify key improvements & drive action plans
Focal point for product & field quality in theNA region
Support the QMS/ MS team and their tasks as required.
Scope of Responsibilities:
Coordinate report and analyze the Renewal survey process for Services Team.
Ensure ISO-9001 certification is maintained and controlled.
Be a SME for continuous improvement projects identified by leadership.
Using customer and internal feedback and data, identify key improvement areas to drive changes in stakeholder MSI functions.
Attend key Services leadership meetings; Provide updates on quality and Customer related issues.
Meet, as required, with Services leadership to ensure quality goals are established and being met.
Drive change across remote, matrix teams.
Ensure correct focus on critical customer issues to ensure timely resolution to minimize the impact to business or customers.
Work closely with the support organization and support where required.
If required, co-ordinate the focus and resolution on business critical issues out of scope of the technical support organization.
Represent global quality organization as needed within the region, for example: in bid support, customer meetings, internal management reviews, ship acceptance of new products.
Conduct or support lessons learned as appropriate for customer satisfaction and business improvement related issues.
Drive Cost of Poor Quality program for the Services business
Drive customer complaint case closure in the Services space.
Specific Knowledge / Skills:
A proven track record of developing customer relationships and working with key customers face-to-face.
Comfortable communicating and presenting to Senior Leaders at MSI
Fluent English, Spanish would be beneficial but not essential (spoken and written).
Persuasive, influencing and collaborative skills – the ability to develop internal relationships and navigate through the organization to drive improvements for the benefit of our customers is essential.
Proven change and project management skills, with the ability to lead change across indirect and remote reporting parts of the business.
Experience in quality practices and tools.
Experience of analytic techniques such as Lean Six Sigma.
Remote and matrix working – the individual will need proven ability to work in a large, matrix organization which spreads across time zones, cultures and languages. To work on their own initiative to a remotely located manager.
Excellent communication skills, both spoken and written, including listening, negotiating and influencing.
Calm and assured manner with the ability to work well under pressure either as an individual or as part of a team.
High level of motivation with a will to succeed.
Attention to detail.
Knowledge of ISO -9001
Green or Black belt a plus
Familiarity with Smartclient, Tableau, and Smartsheets are beneficial.
- Bachelor's Degree
- 3+ years in customer service, account management, project/product management
Referral Payment PlanYes
Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.
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