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EMEA Services Support Manager

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Motorola Solutions

Oct 8

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Business, Operations & Strategy
  • Madrid
    Remote
  • Quick Apply

AI generated summary

  • You need a degree in Economics/Finance, 5+ years in project support, Oracle Suite knowledge, fluent English, intercultural experience, leadership skills, and MS/Google Suite proficiency.
  • You will lead a cross-regional team, manage performance, ensure timely order processing, support onboarding, facilitate communication, and drive continuous improvement initiatives.

Requirements

  • University degree in Economics, Finance or Administration
  • Project Management background
  • Oracle Suite knowledge
  • 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 in English
  • Ability to lead a remote team
  • 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”
  • MS Office product suite
  • Google Suite
  • Successful applicants will be required to pass a police security clearance.
  • Travel Requirements 25-50%

Responsibilities

  • Manage and lead a team of people 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
  • Hire new employees, replacements
  • Ensure processes are documented and updated regularly
  • Organize events, meetings
  • Ensure internal CSM-related country assignment sheets are updated
  • Organize monthly meetings for the Customer Support Manager to ensure Knowledge-sharing focal point of escalations and communication for CSMs and regional Leads
  • Ensure internal communication by creating BatChat communities, distributing Newsletters, end of Support bulletins
  • Responsible for Creation, maintenance, and reporting of OTL Projects and timesheet reports to ensure correct cost and time allocation within own and other departments.
  • Overall, ensure that Orders, (internal, external, and 3rd Party) are placed correctly and delivered on time, Invoicing happens in a correct and timely manner, and repair happens according to existing service contracts promptly.
  • Ensure team capability & availability to meet KPIs for United Nations Orders & Deliveries
  • Developing continuous improvement reporting and Identify and implement areas for improvement
  • Ensure onboarding training has been allocated to new staff within the SST team and CSM community.
  • Working 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

FAQs

What is the primary responsibility of the EMEA Services Support Manager?

The primary responsibility of the EMEA Services Support Manager is to manage a remote team across the EMEA region, aligning processes, supporting international initiatives, and ensuring effective communication with internal stakeholders, while also addressing escalations related to orders, deliveries, invoicing, repairs, and customer experience.

What kind of team will the EMEA Services Support Manager lead?

The EMEA Services Support Manager will lead a remote team across the entire Europe and Middle East Africa regions.

What qualifications are required for this position?

A university degree in Economics, Finance, or Administration is essential for this position.

What experience is necessary to apply for this role?

Candidates should have extensive experience in a supporting role to a project delivery environment for a service provider or the corporate sector, with 5+ years of relevant experience.

Is fluency in English necessary for this position?

Yes, fluency in English is essential for the EMEA Services Support Manager role.

Will the EMEA Services Support Manager need to travel for the job?

Yes, the position requires travel of approximately 25-50%.

Are there additional preferred skills for candidates?

Yes, it is beneficial (though not mandatory) for candidates to have a project management background and knowledge of the Oracle Suite.

Does the role involve collaborating with other departments?

Yes, the EMEA Services Support Manager will need to collaborate efficiently with various departments and stakeholders to achieve goals.

What kind of skills are essential for this position?

Essential skills include the ability to lead a remote team, intercultural experience, a hands-on mentality, and a service-oriented approach, as well as proficiency in MS Office and Google Suite.

Is there support for onboarding training for new staff?

Yes, the EMEA Services Support Manager is responsible for ensuring that onboarding training is allocated to new staff within the Services Support Team and Customer Support Manager community.

What is the company's stance on diversity and inclusion?

Motorola Solutions is an Equal Opportunity Employer, committed to a people-first and community-focused culture that empowers every employee to be their authentic selves.

What is the employment status for this position?

The position is categorized as experienced.

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Motorola Solutions

A global leader in public safety & enterprise security, making communities safer & businesses stay productive & secure.

Manufacturing & Electronics
Industry
10,001+
Employees
2011
Founded Year

Mission & Purpose

Motorola Solutions is a global leader in public safety and enterprise security. Our solutions in land mobile radio communications, video security & access control and the command center, bolstered by managed & support services, create an integrated technology ecosystem to help make communities safer and businesses stay productive and secure. At Motorola Solutions, we’re ushering in a new era in public safety and security.