Vigilant Technical Support Supervisor - US Hybrid

Company: Motorola Solutions, Inc.
Location: Fort Worth
Posted on: January 27, 2023

Job Description:

Company Overview

At Motorola Solutions, we believe that everything starts with safety. It's the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we're ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.

Department Overview
VaaS, a "video analysis as a service" company, is a leading global provider of data and image analytics for vehicle location. The company's image capture and analysis platform, which includes fixed and mobile license plate reader cameras driven by machine learning and artificial intelligence, provides vehicle location data to public safety and commercial customers. Acquired in January 2019, this new product offering will expand the Motorola Solutions command center software portfolio with the largest shareable database of vehicle location information that can help shorten response times and improve the speed and accuracy of investigations. The Technical Support Team works to ensure that all products are functioning as designed with customers' contacting the support department via Phone, or email, that auto generates a support ticket.

The Technical Support Supervisor is responsible for overseeing the daily operations of the technical support team, assigned by product line, as well as participating as an active member of that team. The Technical Support Team Supervisor will be expected to lead by example, organize work, build reports, handle escalations, and ensure shift coverage throughout the week and on holidays, as well as ad hoc projects, and training.
Job Description
Oversee the day-to-day operations of the Product Specific Technical Support Team
Be the main point of contact for all escalations involving the DRN tech support
Oversee the response to and resolution all client's concerns
Provide oversight, coaching, training, knowledge resource, and escalation point for all Support employees
Hiring, supervision, and performance management of the Technical Support Team
Ensure timely and accurate set up of all systems
Phone Support during regular business hours and on-call availability during off hours
Test systems to ensure they are working correctly
Meet deployment timelines and give accurate assessments of completion dates for installations
Maintain a log of customer interactions for future learning
Help with the creation of training material
Monitor Chat sessions to ensure coverage for volume of sessions, monitor unanswered sessions and quality of sessions
Build credibility and trust within the support group
Record and track team SLAs and workflows
Monitor team performance and report on metrics
Additional duties as assigned

Preferred Qualifications:
Associates Degree (Applied Science preferred) and 2+ year experience in technical support
OR 4+ years Technical Support experience
Minimum one year supervisory experience
Availability to work a flexible schedule as needed, including planned and unplanned overtime, which may include weekends
Amazing communication skills, as well as great people skills to train, motivate and manage a team
Powerful organization and planning skills to schedule people and manage urgent priorities in real time and in a detail-focused and results-driven way
Demonstrates professionalism and empathy in customer interactions
Has the ability to learn and adapt quickly to new information and technology and can effectively relay those changes to the team
Strives to build strong working relationships with those on their team as well as cross-functional relationships
Capable of handling multiple demands and can readily shift priorities to support direct reports in daily tasks
Able to process information and move quickly through problem resolution
Must be able to pass CJIS Certification for all 50 states

This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.

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Basic Requirements
Associates Degree and 2+ year experience in technical support.
OR 4+ years Technical Support experience.
Must be able to obtain background clearance as required by government customer.
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Vaccine Requirement

Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees. These employees are required to submit proof of vaccination to Motorola Solutions and maintain compliance with these requirements.

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.

Keywords: Motorola Solutions, Inc., Fort Worth , Vigilant Technical Support Supervisor - US Hybrid, Other , Fort Worth, Texas