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Service Quality Assurance Manager

| Chicago

Company Overview

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 Overview
Services and Integration Quality Assurance Team
Job Description

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.


Basic Requirements
  • Bachelor's Degree
  • 3+ years in customer service, account management, project/product management

Travel Requirements
10-25%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
Yes


EEO Statement

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.


If you are a current Motorola Solutions employee, please click this link to apply through your Workday account.

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • ITILFrameworks
    • MySQLDatabases
    • OracleDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • JIRAManagement
    • Microsoft ProjectManagement
    • SmartsheetManagement
    • SalesforceCRM
    • GoogleEmail
    • MarketoLead Gen
    • Oracle EloquaLead Gen

Location

Located in the West Loop, one block from Ogilvie Train Station and Union Train Station. The office is also close to multiple CTA stops.

What are Motorola Solutions Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company's diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
We provide up to 6 weeks of parental leave for the primary caretaker. Acme Co. also provides 6 weeks of leave for the secondary caretaker.
Remote Work Program
Our remote work program includes telecommuting at Manager discretion.
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Our game room includes Video Games.
Stocked Kitchen
Happy Hours
Happy hours are hosted At team's discretion.
Parking
We offer employees Paid on-site garage parking.
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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