Motorola Solutions M

Service Partner Manager (BB-3A299)

Encontrado en: Jooble CL

Descripción:

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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

Motorola Solutions Chile

Job Description

The Service Partner Manager (SPM) reports to the Support Services Performance Manager in the LACR Services Business Management Team. The role is comprised of 6 major areas as described below:

1. Subscriber Warranty Fulfillment

a. SPM will act as a “Warranty Advocate” for all the subscriber portfolio (PCR, Astro, Dimetra), ensuring that all the MSI customers having devices with a factory or manufacturing defect, receive the proper repair service in time and at no cost, during the entire warranty period of the product purchased from Motorola Solutions. In order to fulfill and honor the product warranty, the SPM will have SAMs, or what MSI called “Servicio Autorizado Motorola”, that provides complete technical support.

2. SAM (Servicio Autorizado Motorola) Management:

a. Provide Level 2 technical support, including case management with LACR TSO group or the SSC, on site or remote direct support with Licensing (EID - SDS) Tools, Depot Tools, by technical research or already acquired technical knowledge and experience.

b. Providing MSI approval for special cases (DOA, OOTB, Level 3 repairs, strategic approvals, etc.

c. Managing the relationship with Finance to get payment approval and then processing the respective payments for each SAMs.

d. Assisting the SAMs in getting the necessary resources to get the repair job done according to MSI requirements: tools, procedures, manuals, instruments, SAM infrastructure.

e. Assisting the SAMs providing training to keep technical knowledge up-to-date for each authorized portfolio.

f. Measuring SAM performance through periodic reporting.

g. Performing periodic audits (in person or remotely), to ensure that MSI requirements to keep the SAM certification are being fulfilled by every SAM, which includes:

i. Review warranty claim data and evidence liability and accuracy.

ii. Workbench and lab status (ESD and GND considerations, ergonomy).

iii. Instruments properly calibrated (Mostly Service Monitor).

iv. General instruments and tools availability.

v. Review general grounding on premises compliance with R56.

vi. Proper service aids (tools) for each portfolio they are authorized to work on.

vii. Proper technician training to work on each authorized portfolio.

viii. Proper technician clothing, fulfilling ESD requirements.

ix. Proper SAM front desk layout and use of MSI Marketing materials.

3. Channel Sales Support

a. In some cases it is necessary to provide support, through the channel team, to the Partner network, providing direct Level 3 technical support and escalation on different departments inside Motorola Solutions (Quality, Finance, US Depot, Supply Chain, Order Entry), or through the SAMs themselves. This includes:

i. Questions about part numbering on A&E, parts, or devices.

ii. Search and propose product replacements in case of EOS of a specific P/N.

iii. Order status or expediting of orders.

iv. License delivery expediting.

v. Special support for strategic sales customers (Dealers, Wholesales, System Integrators, end customers) in order to increase radio sales or to deal with compromised deals.

4.Technical Support for Channel, LCSS, Delivery, Presales and Sales Staff

a. Provide Level 3 support to all System CSMs, Presales or Sales (CSEs- Channel Sales Executive, HTAMs- High Touch Account Managers) for all subscribers portfolio, with MOTOTRBO infrastructure portfolio, and others, like Wave 5000 or Wave PTX, in activities such as:

i. Support on technical issues, engaging engineers from the delivery team.

ii. Technical liaison with TSO (Technical Support Office) of each product family.

iii. Coordination and management with SAMs for repair when needed.

iv. Participation in bid and quote processes including Subscriber Support Services, MOTOTRBO (Cap Max, Cap Plus) or DIMETRA Express infrastructure Services Assessment and Quotation.

v. Preparing service proposals, SOWs and contracts, for subscriber or infra.

vi. Spares study and manage internal ordering.

vii. Participate in turnover processes, from presales to delivery, and after, from delivery to support.

5. MOTOTRBO Systems’ Customer Support Management (CSM)

a. Act as a Systems’ Customer Support Manager for all MOTOTRBO Systems sold by partners under SPM territory. SPM acts as a Contract Manager for all the support contracts ensuring SLA compliance and Customer Satisfaction. This role seeks to keep a close relationship with partners and end customers, in order to maintain customer satisfaction and furthermore detect new opportunities, for up/cross selling, or to get contract renewals, increasing the Support and Services’ footprint.

6. Increase Service Revenue and Footprint

a. Search for continuous increase of the Service Revenue, by prospecting new customers, making service proposals for new and installed customers. These services include: technical training, one shot services for repair or maintenance, extended warranties for the Motorola radio portfolio and Infrastructure Support (software and hardware maintenance, preventive maintenance, telephone support), and other services which the SPM is free to define working with the Services Delivery Management organization and with the Channel Team.

b. work with the channel managers, developing strategies to increase the sales on subscriber repair, systems support and maintenance services. This includes customer meetings with EAM and then work with PCR presales and SI in order to design and implement a complete project proposal, including product (Infra + radios/devices + Applications), System Integration and Support.

Basic Requirements

  • Engineering Degree (Telecommunications, Electrical, or Electronics).
  • 5 years of experience in telecommunications field.
  • High degree of fluency in Spanish and English.
  • Proactive attitude in customer service, with strong focus on satisfying customers’ needs.

The ideal candidate will comply with the following:

  • Working technical knowledge of Motorola Solutions portfolio (PCR, DIMETRA, ASTRO)
  • Cross-cultural and cross-language working experience in teams comprising people from different countries.
  • Field engineering experience with Motorola Solutions portfolio, including customer management experience.

Travel Requirements

25-50%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our customers are everyday heroes – from police officers and firefighters to utility workers and educators. At any moment, they need to be ready for anything and everything – and they rely on us to deliver the essential lines of communication they need to work safely and effectively.

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 mission-critical communications, services, software, video surveillance and analytics help our enterprise and public safety customers keep businesses thriving and communities safe. That’s how we know we are living up to our company purpose: helping people be their best in the moments that matter.

calendar_todayhace 6 días

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location_on Santiago, Chile

work Motorola Solutions

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