Job DescriptionAs the Services Support Team Manager, you will manage a remote team across the EMEA region.
As part of the International Business Operations Organisation, your duties include managing the EMEA team, aligning processes, leveraging knowledge, supporting International Initiatives, and continuous improvement to support our internal stakeholders including the CSM community, customers, and MSI Management.
You will be the first point of contact for Regional Services Directors and CSMs related to supporting business needs and translating these into goals for your team for execution.You will be the focal point of contact for any escalations related to Orders, Deliveries, Invoicing, Repairs, and customer experience.Your ability to categorize and direct to other central teams within MSI is key to achieving goals by cooperating with different departments like Customer Care, Repair Operations, Order Management, Order Delivery, Sales and SI organization, and Customer Experience.
Continuous communication and information sharing within the Services Support Organisation ensures that the community gets the right access to information at the right time, which you achieve by maintaining the Communication Platform (One Stop Shop) and by organizing a monthly CSM community call.Your responsibilities will include:Manage and lead a team across the entire Europe and Middle East Africa regions.Goal planning, follow-up, and performance reviews.Support the team and remove roadblocks.Develop the team and hire new employees or replacements.Ensure processes are documented and updated regularly.Organize events and meetings.Ensure internal CSM-related country assignment sheets are updated.Organize monthly meetings for the Customer Support Manager to ensure knowledge-sharing and communication for CSMs and regional leads.Create BatChat communities, distribute newsletters, and end of support bulletins for internal communication.Responsible for creation, maintenance, and reporting of OTL Projects and timesheet reports to ensure correct cost and time allocation within own and other departments.Ensure that orders (internal, external, and 3rd Party) are placed correctly and delivered on time, invoicing happens correctly and timely, and repairs occur according to existing service contracts promptly.Ensure team capability and availability to meet KPIs for United Nations Orders Deliveries.Develop continuous improvement reporting and identify and implement areas for improvement.Ensure onboarding training is allocated to new staff within the SST team and CSM community.Work with the broader Business Operations team on new initiatives and goals for the benefit of the International Services team.Lead VTS service manager, ensuring billing, invoicing, and repairs support for the WFP and fulfilling end customer and supplier contractual requirements related to the project.Basic Requirements:Education and Qualifications:Essential: University degree in Economics, Finance or Administration.Beneficial (not mandatory): Project Management background, Oracle Suite knowledge.Experience and Skills:Essential: Extensive experience in a supporting role to a project delivery environment for a service provider or the corporate sector (5+ years experience).Demonstrable in-depth expertise with fluent English.Ability to lead a remote team with intercultural experience.Hands-on and can-do mentality.Ability to collaborate efficiently with many different departments and stakeholders.Service and result-oriented, putting 'customer first'.Proficient in MS Office product suite and Google Suite.Successful applicants will be required to pass a police security clearance.Travel Requirements: 25-50%Relocation Provided: NonePosition Type: ExperiencedReferral Payment Plan: NoCompany: Motorola Solutions España, S.A.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.
We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities or other physical or mental health conditions.
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