Global Director, Video Security Analytics Support
3 months ago
**Company Overview**:
At 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.
**Aperçu de l’entreprise**
Chez Motorola Solutions, nous sommes guidés par un objectif commun: aider les gens à donner le meilleur d’eux-mêmes dans les moments les plus importants - et nous sommes à la hauteur de notre engagement en créant des solutions sécurisées. Parce que les gens ne peuvent donner le meilleur d’eux-mêmes que lorsqu’ils se sentent en sécurité et qu’ils le sont. Nous créons des solutions sécurisées en développant les meilleures technologies intégrées à travers les écosystèmes de sûreté et de sécurité. Qu’il s’agisse d’appareils et de réseaux de communications essentiels, d’une sécurité vidéo et d’un contrôle d’accès basés sur l’IA ou d’une capacité d’unir la voix, vidéo et les données dans un seul centre de commandement. Nous créons des solutions sécurisées en connectant les agences de sécurité publique et les entreprises, permettant ainsi une collaboration essentielle entre les personnes qui ont besoin d’aide 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.
Salary range: $150,000 - $185,000 CAD per year.
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**Basic Requirements**:
- 10+ Years experience as a Technical Support Leader, Manager, or Team Lead for large organizations.
**Travel Requirements**: Under 10%
***Relocation Provided**:
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