Customer Support Team Lead

Company Overview

At Motorola Solutions we believe that everything starts with our people. Were 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 thats 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 Overview

Job Description

About 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 Teams 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.

Basic Requirements

Education / 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.

Essential Skills

• 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.

Technical Proficiencies

• 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.

Responsibilities may also include

• Occasional weekend on-call rotation (Friday to Sunday).

• Flexible working hours.

Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan

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 youd like to join our team but feel that you dont quite meet all of the preferred skills wed still love to hear why you think youd be a great addition to our team.