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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.
Department OverviewCustomer Support Team Lead
Reporting to the Customer Support Manager, the Customer Support Lead is responsible for owning the customer experience through managing day-to-day service levels within the Customer Support organization. In addition, this role oversees the team's performance levels, phone coverage, and resource time utilization in order to meet service level agreement and other KPIs. This role will be responsible for developing and maintaining a strong understanding and knowledge of MSI products in order to be successful in this role.
A key requirement is strong customer focus skills, along with the ability to instill this amongst team members.
Location: On premises office in Reynosa , Mexico.
Job DescriptionAbout the Position
Manage all aspects of personnel performance including hiring, onboarding & terminations, coaching & skills development, regular performance reviews, change management, ongoing performance management/improvement & disciplinary functions and ad hoc requests.
Support various approaches such as regular schedule/1:1s, team huddles, side-by-side sit-ins, provide coaching and guidance to direct reports in their daily activities by fostering a collaborative and trusting environment through effective and open communication.
Identify training requirements and skills gaps within the team.
Cultivate a motivating and encouraging team environment for high-employee engagement.
Recognize and celebrate individual and team successes.
Ensure processes and procedures are being followed, while identifying areas of opportunities accompanied by potential solutions/recommendations.
Assist in developing training plans and materials, policies and procedures.
Assist in the development of department and individual goals which reflect and support corporate goals.
Provide accurate and timely resolutions via phone and email to escalated customer issues related to the deployment, troubleshooting, and installation of MSI solutions.
Ensure all requests are tracked and maintained accurately in the case management system.
Accountability priorities and categorize support requests; identify technical and pre-sales requests that require escalation.
Ensure critical customer issues are addressed as soon as possible, including acting as customer feedback through CSAT surveys, by connecting with them via callbacks.
Collaborate with internal & external stakeholders to achieve common goals & objectives while also pushing for support for Technical Support specific interests, where & when applicable.
Undertake continuous partnerships as per Management Team’s needs & requirements in addition to Team Lead duties/tasks closely with the Technical Support Manager on development & execution of strategic plans & initiatives tied to overall vision.
#LI-AN1
Basic RequirementsEducation / Experience
Fluent and professional proficiency in English (100% written and spoken) is required. Proficiency in additional languages is considered a significant asset.
Education: High School Diploma, GED, Certificado de Preparatoria ( USA or Mexico )
Experience: 3-5 years of relevant experience in an Customer Service Support environment
Experience working in environments using the KCS Methodology is considered an asset.
Full-time availability
Availability to work onsite office in Reynosa Mexico
Experience working in an environment utilizing the ITIL Methodology.
Familiarity in a Tier 1 or Tier 2 Technical Support environment is considered an asset.
Strong problem solving, organizational, time management and analytical skills with demonstrable ability to keep grace under pressure.
Well-developed interpersonal communication (written and oral) skills with the ability to document and explain complex technical problems and solutions to customers of all skill levels.
Ability to multitask and prioritize based on business needs, provide timely updates and manage expectations of the internal and external stakeholders.
Team first mindset with a proven track record of championing explicit behavior through coaching and mentoring.
Ability to lead with trust and validate the outcomes through different reports.
Demonstrated ability to increase productivity and continuously improve processes and approaches for maximized operational efficiency.
Ability to lead in a fast paced, changing environment with shifting priorities.
Installing, configuring, and troubleshooting various operating systems, software, and hardware is a significant asset
Experience in working on a customer relationship management systems
Experience with direct customer support over phone, live chat, email
Fluent and experienced with AI-enhanced productivity tools.
Occasional weekend on-call rotation (Friday to Sunday).
Flexible working hours.
Travel RequirementsNone
Relocation ProvidedNone
Position TypeExperiencedReferral Payment PlanYes
EEO Statement
Motorola 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.
