Customer Technical Support Team Lead

Job title:

Customer Technical Support Team Lead

Company

Motorola Solutions

Job description

Company OverviewAt Motorola Solutions, we’re guided by a shared purpose – helping people be their best in the moments that matter – and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We’re solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That’s mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We’re solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that’s critical to connect those in need with those who can help. The work we do here matters.Department Overview The role will be based out of the Motorola Solutions offices in Edinburgh with a wide-ranging remit covering multi-site body-worn video systems for a worldwide customer base, including remotely supporting customers via direct support and escalations via other Motorola Support Desks working to ensure system availability is maintained in line with defined service level agreements.Job DescriptionAs a Customer Technical Support Team Leader at Motorola Solutions , you will be a key player in an exciting managed service, customer-interfacing role that couples technical and client relationship skills to successfully implement and support our product range.You will be working directly with customers, so you must demonstrate a proven ability to work in different environments under pressure. The position will potentially require providing full wrap around on call support in a rotation. The position can require travel to various customer sites. You must have a clean UK driving license and be in a position to obtain specific Security Clearances.Job Responsibilities:Provide leadership, support, and guidance to Customer Support Team.Mentoring and goal setting for team members to assist with upskilling.Act as the main point of contact for customers for any complaints, inquiries and issues.Escalation point of contact.Provide remote break/fix support and update tickets within the customer Service Level Agreement.Travel to customer sites to provide user support as and when required.Provide technical escalation and reporting for incidents.Monitor issue resolution status and duration – own issues on behalf of the customer.Provide and schedule guidance and training to customers about product operation and maintenance procedures.Update technical manual and reference guides with the recent product updates and developments.Continuously acquire necessary product expertise.Attend educational workshops and trainings to develop sufficient knowledge to conduct field support activities.Participate in industry events, conferences, meetings, etc to develop business networking and references.Help meet all operational goals: being willing to cross functional boundaries as and when required.Providing Tier 1,2 and 3 support on our hardware and software products, liaising with R&D team as and when required.Delivering customer professional services.Out of hours support on a rotational basis.Basic RequirementsRequired experience:Recent Team Lead experience essential.Demonstratable experience of driving high team standards.Demonstratable experience of managing a technical team.Communicating goals and deadlines to team members.Assisting with the daily operation of the organisation.Participate in the implementation of divisional and company initiatives and strategies.Storage fundamentals (including Cloud).Good understanding of networking including switches, firewalls and trouble-shooting.Excellent Customer Service.Good working knowledge of PC and other hardware troubleshooting skills.Technical Support.Required licence or certification:Driver licence.AWS / Google Cloud certification an advantage.Require Security Clearance: iv>Please note this role does require NPPV Level3, so you do need to hold the right to work in the U.K. and have lived in the U.K. for the last five years (if not already obtained this will be processed).​The ideal candidates will possess:Experience of leading teams of up to 10 people.Influencing, negotiations and development skills.Excellent and demonstratable communication skills – excellent level written and oral .Strong interpersonal skillsBe able to communicate and influence Senior peer groupStrong customer and client focusGood working knowledge of PC and other hardware troubleshooting skills.Good understanding of networking including switches, firewalls and trouble-shootingStorage fundamentals (including Cloud)Cloud Knowledge, AWS, Azure and Google Cloud.Proven ability to implement multi-site systems comprising networked elementsDiligent and motivated – willing to train, learn and develop into the role (with a unique, technical product)Team PlayerProven track record of achievementIn return for your expertise, we’ll support you in this new challenge with coaching & development every step of the way. Also, to reward your hard work you’ll get:Competitive salary and bonus schemesTwo weeks additional pay per year (holiday bonus)25 days holiday entitlement + bank holidaysAttractive defined contribution pension schemePrivate medical insuranceEmployee stock purchase planFlexible working optionsLife assuranceEnhanced maternity and paternity payCareer development support and wide ranging learning opportunitiesEmployee health and wellbeing support EAP, wellbeing guidance etcCarbon neutral initiatives/goalsCorporate social responsibility initiatives including support for volunteering daysWell known companies discount scheme‘We are an equal opportunities employer and we want you to have every opportunity to shine and show us your talents, please let us know if there is anything we can do to make sure the process works for you. We celebrate diversity and are committed to creating an inclusive environment for all employees.’CONNECT WITH A CAREER THAT MATTERSWe’re dedicated to designing and delivering the mission-critical ecosystem our public safety & enterprise customers refer to as their lifeline – mission-critical communications, software, video and services. Our drive for continuous innovation and partnership with our customers enables them to be ready – in the day-to-day moments, and in the moments that matter most.#LI-AR1Travel Requirements Under 10%Relocation Provided NonePosition Type ExperiencedReferral Payment Plan YesCompany Motorola Solutions UK LimitedEEO StatementMotorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email .

Expected salary

Location

Edinburgh

Job date

Thu, 15 Aug 2024 02:16:16 GMT

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