Pelco Technical Support Manager, Americas

2 weeks ago

Vancouver, Canada Motorola Solutions Full time

Company Overview
Motorola Solutions is there for our customers when everything is on the line. In extreme moments when a hurricane lands or when a fire breaks out. And in everyday moments when a package arrives just in time for the holiday or when a child doesnt miss the school bus home.

We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.

Prsentation de l39;entreprise
Motorola Solutions est l pour nos clients lorsque tout est en jeu. Dans les moments extrmes lorsqu39;un ouragan se pose ou lorsqu39;un incendie se dclare. Et dans les moments de tous les jours lorsqu39;un colis arrive juste temps pour les vacances ou lorsqu39;un enfant ne manque pas le bus scolaire afin de rentrer chez lui.

Nous unifions voix, donnes, vido et analytique dans un cosystme intgr afin de permettre aux individus, aux entreprises et aux communauts de travailler ensemble de manire puissante. Pour aider les gens prendre de meilleures dcisions, agir avec confiance et donner le meilleur d39;euxmmes dans les moments qui comptent. Apportez votre passion, votre potentiel et vos talents Motorola Solutions et entrez dans une carrire qui compte.

Department Overview Pelco, a Motorola Solutions Company, is a global leader in the design, development, and manufacture of predictive video security solutions including cameras, recording and management systems, software, and services. Our personal engagement with customers, resellers and technology partners drives the development and deployment of surveillance and security solutions with meaningful innovation. Its the foundation that Pelco has built its brand upon for over 25 years.
**Job Description**:
Reporting to the Regional Support Manager of Video Security and Access Control, the position will include

Meeting or exceeding department goals.

Produce monthly reports for the companys Executive Team that shows the current service level, customer satisfaction score, closed cases with a brief commentary where required

Develop and maintain a strong understanding of Pelco products and services

Ensure technical support department maintains its defined service levels

Hire and supervise training of technical support staff as per the agreed to hiring plan

Ensure the Technical Support team provides accurate and timely resolutions to customer issues related to the deployment, troubleshooting, and installation of Pelco solutions

Handle escalated issues that require management intervention may require dispute resolution related to customer issues

Manage oncall emergency support on a rotating basis amongst the technical support team

Build a motivating and encouraging environment, and provide leadership and direction to the team

Instill a strong customeroriented mentality amongst team members

Identify and raise awareness related to inefficiencies in our processes to allow for continuous improvement

Work on Projects that works towards the Technical Support department goals

Work with the Customer Service Operations Team to

Train new hires and continuously improve the program

Implement and document new initiatives and processes

Ensure the quality of internal escalations made by team members

Implement new tools and services in Customer Service department as required to ensure scalability within the department

Preferred Skills

Good working knowledge of the video surveillance market and solutions available within the organization

Confident with articulating technical concepts in IP camera surveillance.

Excellent problem solving, organization, and time management skills

Adapts quickly to new systems, software and hardware

Excellent written, verbal, and presentation skills

Tenacious work attitude

Able to meet deadlines along with working under pressure

Highly innovative and proactive

Able to travel for customer site visits

Basic Requirements
Education and

**Required Skills**:
Bachelors Degree in Business, Computer Science, IT, or Technology

543; years of experience working in an external customer interfacing role specifically in the Telecommunications, Software Enterprise or IT Industry.

LIJM3

Travel Requirements
Relocation Provided
Position Type
Referral Payment Plan Yes

EEO Statement

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