Job Description

Company OverviewAt Motorola Solutions, we\xe2\x80\x99re guided by a shared purpose \xe2\x80\x93 helping people be their best in the moments that matter \xe2\x80\x93 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\xe2\x80\x99re solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That\xe2\x80\x99s 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\xe2\x80\x99re solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that\xe2\x80\x99s critical to connect those in need with those who can help. The work we do here matters.Aper\xc3\xa7u de l\xe2\x80\x99entrepriseChez Motorola Solutions, nous sommes guid\xc3\xa9s par un objectif commun: aider les gens \xc3\xa0 donner le meilleur d\xe2\x80\x99eux-m\xc3\xaames dans les moments les plus importants - et nous sommes \xc3\xa0 la hauteur de notre engagement en cr\xc3\xa9ant des solutions s\xc3\xa9curis\xc3\xa9es. Parce que les gens ne peuvent donner le meilleur d\xe2\x80\x99eux-m\xc3\xaames que lorsqu\xe2\x80\x99ils se sentent en s\xc3\xa9curit\xc3\xa9 et qu\xe2\x80\x99ils le sont. Nous cr\xc3\xa9ons des solutions s\xc3\xa9curis\xc3\xa9es en d\xc3\xa9veloppant les meilleures technologies int\xc3\xa9gr\xc3\xa9es \xc3\xa0 travers les \xc3\xa9cosyst\xc3\xa8mes de s\xc3\xbbret\xc3\xa9 et de s\xc3\xa9curit\xc3\xa9. Qu\xe2\x80\x99il s\xe2\x80\x99agisse d\xe2\x80\x99appareils et de r\xc3\xa9seaux de communications essentiels, d\xe2\x80\x99une s\xc3\xa9curit\xc3\xa9 vid\xc3\xa9o et d\xe2\x80\x99un contr\xc3\xb4le d\xe2\x80\x99acc\xc3\xa8s bas\xc3\xa9s sur l\xe2\x80\x99IA ou d\xe2\x80\x99une capacit\xc3\xa9 d\xe2\x80\x99unir la voix, vid\xc3\xa9o et les donn\xc3\xa9es dans un seul centre de commandement. Nous cr\xc3\xa9ons des solutions s\xc3\xa9curis\xc3\xa9es en connectant les agences de s\xc3\xa9curit\xc3\xa9 publique et les entreprises, permettant ainsi une collaboration essentielle entre les personnes qui ont besoin d\xe2\x80\x99aide et les personnes pouvant aider. Le travail que nous accomplissons ici est primordial.Department Overview Motorola Solutions provides trusted video security and access control solutions to the global market. Motorola designs, develops, and manufactures video analytics, network video management software and hardware, surveillance cameras, and access control solutions. Our solutions have been installed at thousands of customer sites, including school campuses, transportation systems, healthcare centers, public venues, critical infrastructure, prisons, factories, casinos, airports, financial institutions, government facilities, and retailers.Motorola is seeking a seasoned leader to head the global Technical Support team for the Fixed Video Security & Analytics division of Motorola. This is a full-time position that is responsible for the global Technical Support and Professional Services teams. This person will lead the team, set the direction for Global Support, and be responsible for providing an industry leading support experience. The leader of Global Support will also be responsible for setting the long term vision of the Support team.Responsibilities include:

• Demonstrate a passion for customer service to our customers and internal stakeholders on a daily basis
• Identify and implement key departmental initiatives to help scale the Customer Support organization while maintaining highest levels of customer satisfaction
• Report and maintain key metrics for the VS&A Cloud Solution leadership team
• Set programs to coach and nurture Customer Support talent
• Collaborate with Product Management, Engineering, Customer Success, Marketing, and Sales to manage escalations and to provide customer centric data
• Own Customer Support escalations and response time including engaging internal stakeholders as required
• Integration of Knowledge Centered Support, Collaborative Support, Community Engagement, and other forward looking Support methodologies
• Act as the ultimate point of escalation for Clients and Internal Technical Support Issues
• Build a data driven business unit and set objectives to measure individual, team, and department performance
• Launch new services including paid for support, support for certified technicians, and other offerings
• Set vision for the team and execute on alignment across internal teams and external stakeholders
• Stay well informed of trends with Technical Support & provide a vision for Avigilon to be an industry leader in Customer Experience

Preferred Qualifications:

• 10+ Years experience as a Technical Support leader for large organizations
• Prior experience rolling out Knowledge Centered Support across an organization
• Proven experience in leadership development and data driven decision making
• Bachelor Degree
• Excellent verbal and written communication skills. Including experience communicating to senior executives.

This position is a hybrid role and candidates should be located in or around Vancouver, British Columbia, Canada.Salary range: $150,000 - $185,000 CAD per year.#LI-TW1#LI-HYBRDBasic Requirements10+ Years experience as a Technical Support Leader, Manager, or Team Lead for large organizations.Travel Requirements Under 10%Relocation Provided NonePosition Type ExperiencedReferral Payment Plan YesEEO 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\xe2\x80\x99d like to join our team but feel that you don\xe2\x80\x99t quite meet all of the preferred skills, we\xe2\x80\x99d still love to hear why you think you\xe2\x80\x99d be a great addition to our team.We\xe2\x80\x99re 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 .Motorola Solutions adopte, favorise et promeut les principes de diversit\xc3\xa9, d\xe2\x80\x99\xc3\xa9quit\xc3\xa9 et d\xe2\x80\x99inclusion. Nous encourageons et accueillons les candidatures de toutes les personnes qualifi\xc3\xa9es, quelles que soient leur race, origines ethnique, religion ou croyance, orientation sexuelle, identit\xc3\xa9 et expression sexuelle, statut d\xe2\x80\x99anciens combattants ou tout autre statut prot\xc3\xa9g\xc3\xa9 par la Loi.Nous sommes fiers de notre culture ax\xc3\xa9e sur les personnes et les communaut\xc3\xa9s, encourageant ainsi chaque Motorolan d\xe2\x80\x99\xc3\xaatre la version la plus authentique de lui-m\xc3\xaame dans ses responsabilit\xc3\xa9s afin de tenir la promesse d\xe2\x80\x99un monde plus s\xc3\xa9curitaire.Si vous souhaitez vous joindre \xc3\xa0 notre communaut\xc3\xa9 mais croyez que vous ne poss\xc3\xa9dez pas toutes les exigences requises pour le poste convoit\xc3\xa9, nous aimerions tout de m\xc3\xaame conna\xc3\xaetre les raisons pour lesquelles vous pensez \xc3\xaatre un excellent candidat pour notre \xc3\xa9quipe.Nous offrons \xc3\xa9galement des mesures d\xe2\x80\x99adaptation pendant toutes les \xc3\xa9tapes du processus d\xe2\x80\x99embauche afin de favoriser l\xe2\x80\x99inclusion des personnes vivant avec un handicap physique et/ou mental. Si vous avez besoin de mesures d\xe2\x80\x99adaptation, svp nous faire parvenir un courriel \xc3\xa0 .

Motorola Solutions