Company OverviewAt Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. Department OverviewMotorola Solutions is a global leader in mission-critical communications and analytics. Our technology platforms in mission-critical communications, command center software and video security & analytics, make cities safer as well as help communities and businesses thrive. At Motorola Solutions, we are ushering in a new era in public safety and security. Motorola Solution’s Video Division is defining the future of the security industry through innovative end-to-end-solutions and award-winning AI based surveillance systems. Artificial Intelligence is transforming the world and our team is advancing the field as it applies to the surveillance industry. We are proud to be industry leaders in video analytics with products like Appearance Search and Unusual Motion Detection along with our cloud service platform. Our video solutions have been installed in more than 120 countries 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. At Motorola Solutions, you will find a culture of thought-leaders who are passionate about creating exciting new solutions for security and surveillance. We seek problem-solvers who are eager to rise to the challenges of a continuously evolving technological industry, and those who want to make an impact on the safety of people and businesses globally. Job DescriptionReporting to the Technical Support Manager, the Technical Support Lead is responsible for owning the customer experience through managing day-to-day operations within the Technical Support organization. In addition, this role oversees the team's performance levels, queue coverage, and resources time utilization in order to meet the department's KPIs. You will be responsible for coaching, mentoring and guiding a team of Technical Support Agents. You will also be responsible for developing and maintaining a strong understanding and knowledge of MSI products in order to be successful in this role. A strong customer-focused mentality will be key, along with the ability to instill this amongst team members. Basic RequirementsKey Responsibilities - Stay on top of all queues, ensure service levels are met, and assist the support team when necessary. - Perform ticket spot checks and ensure that Support standards are met in every customer interaction. - Support various approaches such as regular scheduled 1-1s team huddles, side by side sit-ins, remote monitoring to provide coaching and guidance to direct reports in their daily activities by fostering a collaborative and trusting environment through effective and open communication. - Create initiatives that address knowledge gaps and improve the quality of our responses, escalations, and the overall customer experience. - Have a high-level knowledge of all MSI Fixed Video products - 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. - Cultivate a motivating and encouraging team environment for high employee engagement. Recognize and celebrate individual and team successes. - Ensure critical customer issues are addressed as soon as possible, including acting on customer feedback through CSAT surveys, by connecting with them via callbacks. - Collaborate with all internal & external stakeholders to achieve common goals & objectives while also pushing for support for Technical Support specific interests, where & when applicable - Undertake various primeships as per Management Team's needs & requirements in addition to Team Lead duties - Work closely with the Technical Support Manager on development & execution of Strategic plans & initiatives tied to overall vision. Basic Qualifications - 3-5 years of relevant experience in an IT environment with a Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering, or a relevant software/computer related field is considered an asset -OR- 6-7 years of relevant experience, additional prior vocational or technical education will be considered an asset. - 2-3 years technical support experience supporting enterprise level applications - 1-2 years plus experience leading a team in a Technical Support environment is a plus. - Experience working in environments using the KCS Methodology. - Strong working knowledge of Motorola Solutions products, especially Unity, Pelco and/or Alta platforms. - Excellent communication skills both written and verbal, with the ability to manage customer expectations. - Strong organizational skills and attention to detail. Preferred Qualifications - Familiarity with Salesforce, Google Workspace, Jira, and Slack. - Background in surveillance systems, networking, or enterprise software deployment - Previous project management experience or PMP certification is a plus. - Certifications such as, but not limited to: CCNA, MCSA, MTA, LFS, MCSE, CompTIA A+, ITIL. Additional Information - This role is hybrid. - Flexible working hours and shifts. Travel RequirementsNone Relocation ProvidedNone Position TypeExperienced Referral Payment PlanYesEEO 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 you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

• First point of contact and handling of customer inquiries via email, chat and social media — you will often be the first touchpoint and represent Moruga externally. • Answer general product, shipping and order questions and coordinate internal requests with Operations/Fulfillment. • Process returns, refunds and complaints in coordination with the team. • Maintain and develop our support FAQ and response templates. • Document recurring issues and actively participate in improving processes and written communications.

Role Description The CRM Account Executive will oversee market success of ServiceNow's CRM products. These products are built on our market leading Service Management platform and create a single source of truth that allows enterprise processes to execute with uniform information. What you get to do in this role: - The CRM Account Executive supports the strategy and solution win for specialty solution areas depending on engagement model. - Support territory strategy and planning to improve vertical agreement, account use case targeting and execution. - Provide input to AE during the account planning process based on territory strategy and recommendation. - Ensure recommendation to territory strategy and account planning is aligned with Now Value principles. - Support customers to envision the value of a digital transformation and support development of strategy by partnering with rest of account team, customer and partners. - Interlock with SC & Specialist SC on Capability Roadmap for feedback and agreement and team based on engagement model. - Coach AEs, ADRs, ACE with foundational specialty solution area knowledge to identify specialty solution opportunities and help manage the sales cycle. - Customize the time allocation of responsibilities to the needs of the territory and account team and celebrate successes. - Champion diversity and belonging to contribute to an open and inclusive environment. Qualifications - Preferred candidate to live near the Orlando, FL area to visit local accounts such as Disney. - Must have experience selling CRM products into Media accounts. - Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. - 7+ years knowledge on return on investment of specialty solutions area to lead solution win. - Experience as an AE, or in alternative sales/customer service role. - Understanding of business sales processes. - Travel required: 30-50%. Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

• Acts as the first point of contact for inquiries and Dutch Bros customers via phone, email, and messaging channels • Responds to and follows up on customer experience issues • Uses resources, feedback, and independent judgment to ensure customers’ needs are met and tickets are closed • Provide technical support to our loyal fans by troubleshooting technical issues and guiding customers through product usage • Acknowledging and resolving customer complaints • Strive for first contact resolution but when not possible, following up with customers