Vigilant Technical Support Supervisor - US Hybrid
Company: Motorola Solutions, Inc.
Location: Fort Worth
Posted on: January 27, 2023
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
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
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.
Oversee the day-to-day operations of the Product Specific Technical
Be the main point of contact for all escalations involving the DRN
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
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
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
Demonstrates professionalism and empathy in customer
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
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.
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
Legal authorization to work in the U.S. indefinitely is required.
Employer work permit sponsorship is not available for this
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
Referral Payment Plan
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
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
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