Motorola Solutions
We help people be their best in the moments that matter.
Chicago, IL
Remote

TSO Operations Manager at Motorola Solutions

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Company Overview

Motorola Solutions is there for our customers when everything is on the line. In extreme moments — when a hurricane lands or when a fire breaks out. And in everyday moments — when a package arrives just in time for the holiday or when a child doesn’t miss the school bus home. 

We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.

Department OverviewAt Motorola Solutions, we help people to be their best in the moments that matter. We help firefighters see around buildings and police officers see around street corners. Our work is very meaningful, impactful, and cutting edge and we invite you to explore it. We are the Best!
Motorola Solutions is a world leader in the field of professional mobile communications systems with an impressive heritage of technological innovations and a global base of installed systems. The group's main business is the support of mission critical digital mobile communication systems for Government & Public Safety Communications customers.
The ASTRO LMR Technical Support Operations team provides the support for all production ASTRO P25 Land Mobile Radio systems globally. Support is provided 24x7; on-call for Priority 1 and 2, and 8x5 for any other requests. The functions of the organization fall within a Spectrum of Support and include core activities of contact management, ticket administration and troubleshooting. Our organization is composed of two functions: a reactive customer facing team (front office) and a proactive / senior resource team (back office) working together to troubleshoot and resolve tickets, identifying patterns in support and investigating problems to improve the customer experience.
Our responsibilities are to:
o Own ASTRO LMR Customer engagement in CMSO.
o Collaborate with the other organizations and vendors to resolve tickets within service contract requirements.
o Manage communications, ticket administration meeting service level agreements, and resolution of tickets.
o Create, own, track and resolve Incidents, Problems and Service Requests.
o Assess Sites and Systems in a standardized model capturing pertinent information necessary for ticket characterization and diagnosis.
o Utilize Remedy as the ticketing tool.
Job Description
Responsibilities - You Will:

o Manage a team of front office tech support resources,

o Be responsible for the daily activities of the tech support team,

o Create a winning culture dynamic with your organization through inspiration,

o Resolve escalations to maintain strong customer experience levels,

o Execute the operations plan and meet our goals and performance metrics, a

o Build relationships and collaborate with other MSI functional organizations (Network Operations Center, Field Operations, Upgrade Operations and 3rd Party vendors) to resolve tickets within service contract requirements.

Basic Requirements
Requirements

Every Motorola Solutions team member brings something unique to the table. Here’s what we are looking for with this role:

o Bachelor's degree in an engineering discipline

o 3+ years managerial/leadership experience

o Customer Satisfaction mindset

o Demonstrated experience working within or leading tech support teams

o Strong communication, leadership, decision making, delegation & multi-tasking skills

o Operational excellence experience, managing & driving behaviors, KPI management & bridge-to-goal action plans

Vaccine Requirement

Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Any employee who is not vaccinated must wear a mask at all times when at a Motorola Solutions site or otherwise meeting with other Motorola Solutions employees or customers. Employees who have submitted proof of vaccination must follow site-specific or local mask requirements. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees.


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

Our U.S. Benefits include:

  • Incentive Bonus Plans
  • Medical, Dental, Vision benefits effective Day 1
  • 401K with Company Match and Day 1 vesting
  • 9 Paid Holidays
  • Generous Paid Time Off Packages
  • Employee Stock Purchase Plan
  • Paid Parental & Family Leave
  • and more!

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.

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Where we are

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

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • 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
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What are Motorola Solutions Perks + Benefits

Motorola Solutions Benefits Overview

Our U.S. Benefits include:
- Incentive Bonus Plans
- Medical, Dental, Vision benefits effective Day 1
- 401K with Company Match and Day 1 vesting
- 9 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
- and more!

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
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Our remote work program includes telecommuting at Manager discretion.
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Stocked Kitchen
Happy Hours
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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