Customer Support Manager - (Silent Sentinel) - US Remote
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Before you apply
SalaryNo pay range posted
LocationIllinois Remote Work; Texas Remote Work; Indiana Remote Work; Georgia Remote Work; Florida Remote Work
Work moderemote · United States
Typefull-time
SeniorityMid
Experience3+ yrs
DepartmentFixed Video Team (Silent Sentinel group)
Company size10,000+ people
PostedOct 15, 2026 · 3w ago
Verified live5d ago
At a glanceSummarised by Seekless from the posting.
3+ years of technical customer service or support experience, preferably managing video surveillance, defense, or physical security accounts
Solid understanding of Motorola Solutions' Fixed Video portfolio
Fundamental financial acumen required to manage contract renewals, third-party vendor pricing, and service revenue forecasting
Working knowledge of Network Operations Center (NOC) and Customer Call Center procedures
Exceptional verbal and written communication skills
Proficiency in enterprise tools, including Oracle, Services Lifecycle management platforms, Microsoft Office Suite, Google Workspace, etc.
Must be able to travel between 25% to 50% as required for this position
Skills
Oracle
Microsoft Office Suite
Google Workspace
Company Overview
At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.
Department Overview
At Motorola Solutions, we empower people to be their best in the moments that matter.
We provide critical situational awareness by connecting first responders to seamless communication networks, real-time information, and intuitive, rugged devices. As a vital part of this mission, the Silent Sentinel group within our North America Fixed Video Team specializes in ruggedized, multi-sensor, long-range thermal and infrared camera systems. Silent Sentinel’s core mission is to deliver precision target identification and all-in-one situational awareness across extreme environments, equipping defense, border, aviation, and maritime operations with the vision needed to detect threats from miles away and secure critical infrastructure.
Job Description
The Customer Support Manager (CSM) drives overall operational success by actively managing the relationships among the Customer, Motorola, and our subcontractors.
Responsibilities:
•
Serve as the single point of contact for customer management, ensuring seamless service delivery and Service Level Agreement (SLA) compliance for all Silent Sentinel video surveillance deployments.
•
Partner with Motorola Program Managers to ensure a smooth transition of Silent Sentinel systems from the project implementation phase to warranty support and ongoing service operations.
•
Manage service contract scope, ensuring customers fully understand their obligations and the specific service deliverables associated with their solutions.
•
Collaborate with customers and field engineering teams to develop, document, and maintain tailored Customer Support Plans (CSP).
•
Oversee third-party vendors and subcontractors to ensure field deliverables and maintenance work adhere to scope and performance outcomes required for Silent Sentinel hardware.
•
Lead the service contract renewal process for Silent Sentinel agreements, managing customer hardware inventory updates, Statements of Work (SOW) modifications, and third-party pricing changes.
•
Address customer concerns regarding Silent Sentinel network or product quality issues, driving corrective actions to closure and implementing best practices to improve overall service quality.
•
Drive services growth by understanding the customer’s evolving needs and proposing appropriate up-sell or cross-sell opportunities.
Preferred Qualifications:
•
3+ years of technical customer service or support experience, preferably managing video surveillance, defense, or physical security accounts.
•
Solid understanding of Motorola Solutions’ Fixed Video portfolio.
•
Fundamental financial acumen required to manage contract renewals, third-party vendor pricing, and service revenue forecasting.
•
Working knowledge of Network Operations Center (NOC) and Customer Call Center procedures to effectively manage escalations for mission-critical surveillance platforms.
•
Exceptional verbal and written communication skills to articulate service deliverables and technical requirements to both customers and field engineering teams.
•
Proficiency in enterprise tools, including Oracle, Services Lifecycle management platforms, Microsoft Office Suite, Google Workspace, etc.
•
Must be able to travel between 25% to 50% as required for this position.