Mototrbo Technical Support Team Lead

3 weeks ago

Bayan Lepas, Malaysia Motorola Solutions Full time

**Company Overview**:
**A**t Motorola Solutions, we’re guided by a shared purpose - helping people be their best in the moments that matter - and we’re living 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 - safer communities, safer schools, safer hospitals, safer businesses - safer everywhere. We’re building integrated technologies that help protect people, property and places. We’re connecting public safety agencies and enterprises - enabling the collaboration that’s critical for a more proactive approach to safety and security. We’re committed to solving for safer every day because the work we do here matters.**:
**Manage day to day activity in supporting Technical Issues and managing Mototrbo Technical Support Team.
- Support & assistance duties for Mototrbo Senior Technical Support Manager.
- Provide high-level leadership and coaching of employees.
- Analyze and monitor case volume trends and other operating metrics to improve customer satisfaction and business goals.
- Establish and maintain daily staffing schedules to ensure optimum operating performance.
- Follow up, control, process & ensure the quality of all tickets of the team.
- Able to Serve as the primary escalation point for external\internal APAC customers regarding issues, coordinating across all internal teams to ensure issue resolution is completed promptly.
- Utilize reinforcing and corrective coaching skills to foster teamwork and open communication
- Conduct regular one to one and performance management sessions with Direct Reports
- Assess individual performance results and behaviors - maintain individual performance documentation
- Identify areas of opportunity for process improvement, efficiency gains, and increased customer satisfaction
- Participate on special projects, continuous improvement, and problem solving teams (individual & team)
- Challenge employees to broaden their knowledge and skill-sets while focusing on continued self-improvement
- Contribute recommendations to organizational cost reduction efforts/managing budgeted costs
- Excellent communication skills: written, oral, and interpersonal.
- Proven success in building relationships with peers and executives to gain input and alignment to visions and plans.

**Additional Skills & Experience Requirements**:

- Knowledge and Practicing Experience of ITIL Framework
- Excellent performance record and proven ability to produce positive results.
- Demonstrate a high level of credibility, integrity, and trust with a focus on excellent customer service, supportive workplace interactions, and a professional work ethic.
- Strong ability to build relationships both internally and externally, including fostering a collaborative, positive work environment with stakeholders and peers

**Specific Knowledge/Skills**:

- Strong analytical/problem solving skills required. Demonstrated success in process improvement is a plus.
- Value-based decision making and intuitive thinking skills are desired attributes.
- Experience leading people and building cohesive teams is a critical business need is a plus.
- Strong knowledge of MSI systems or Mototrbo system is a plus.
- Experience in quality or cycle time improvement efforts is a plus.
- Strong coaching and feedback skills required.

LI-TK1

**Basic Requirements**:

- Bachelors Degree in Business or related field and/or equivalent work experience
- Minimum 3-5 technical support/leadership experience

***Travel Requirements**: Under 10%
***Relocation Provided**: None
***Position Type**: Experienced

**Referral Payment Plan**: No

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