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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 OverviewAvigilon is seeking a seasoned leader to head the global Technical Support team for the Fixed Video Security & Analytics division of Motorola. This is a full-time position that is responsible for the global Technical Support team. This person will lead the team, set the direction for Global Support, and be responsible for providing an industry leading support experience. The leader of Global Support will also be responsible for setting the long term vision of the Support team.
Job Description

Responsibilities include:

• Report and maintain key metrics for the VS&A leadership team

• Integration of Knowledge Centred Support, Collaborative Support, Community Engagement, and other forward-looking Support methodologies

• Act as the ultimate point of escalation for Clients and Internal Technical Support Issues

• Work with Partners and End Customers to understand their technical support needs and represent them in the Support Vision

• Work with Product & Engineering teams to create programs for software quality tracking, new product training, and cross-functional training for Support team members

• Stay well informed of trends with Technical Support & provide a vision for Avigilon to be an industry leader in Customer Experience

Qualifications:

• 5+ Years experience as a Technical Support leader or people manager

• Prior experience rolling out Knowledge-Centred Support across an organization

• Prior operations experience 

• Bachelor Degree or equivalent experience

• Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities 

• Excellent verbal and written communication skills. Including experience communicating to senior executives.

• A results-oriented individual who thrives working in a fast-paced environment

Preference will be given to candidates with the following skills and experience:

• Prior experience in video surveillance

• Experience in agile customer experience

• Experience with creating and engaging within an online community

• Prior experience with Salesforce products such as Service Cloud, Analytics, Knowledge Base, and Communities

• Managing global teams across multiple time zones

Basic Requirements

University degree and four years of relevant experience or equivalent

Travel RequirementsNone
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

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.