📍 Job Overview

Job Title: Customer Support Manager
Company: Motorola Solutions Arabia, Inc., Saudi Branch
Location: Riyadh, Riyadh Region, Saudi Arabia
Job Type: Full-Time, On-site
Category: Customer Support, Operations Management
Date Posted: July 28, 2025
Experience Level: 5-10 years
Remote Status: On-site (with up to 50% travel)

🚀 Role Summary

Serve as the primary customer advocate, ensuring service delivery and compliance with Service Level Agreements (SLAs) for mission-critical systems, including Land Mobile Radio solutions, software solutions, and two-way radio products.
Drive services growth by promoting support services and identifying upsell opportunities within existing accounts.
Collaborate with cross-functional teams, including account managers, pre-sales teams, and procurement, to ensure seamless service delivery and contract management.

📝 Enhancement Note: This role requires a strong balance of technical knowledge, customer engagement skills, and business acumen to effectively manage customer support operations and drive services growth.

💻 Primary Responsibilities

Customer Advocacy & Service Delivery: Act as the single point of contact for customers, ensuring service delivery and SLA compliance, managing escalations, and driving timely resolution.
Contract Management: Maintain product and software lifecycle plans, manage sub-contractors' deliverables, and ensure adherence to contractual commitments.
Business Development: Engage with customers to identify upsell opportunities, support account managers in customer meetings, and collaborate with the pre-sales team on tender/proposal costs and pricing.
Service Contract Renewal: Manage the service contract renewal process for all assigned service agreements.
Transition & Improvement: Ensure a smooth transition from project implementation to warranty support and service delivery, and identify areas for improvement to enhance service margin, quality, and best practice delivery.

📝 Enhancement Note: This role involves a high degree of customer engagement, sales support, and program planning, requiring strong communication, stakeholder management, and problem-solving skills.

🎓 Skills & Qualifications

Education: A Bachelor's degree from an accredited institution within a business or technical field, or a higher technical qualification plus a minimum of 5 years of military experience, or a minimum of ten years' experience working in an external customer interfacing role specifically in the Telecommunications, Software Enterprise, or IT Industry.

Experience: Proven experience in technical support, project management, or customer support within the telecommunications, software enterprise, or IT industry.

Required Skills:

Excellent communication skills in English (verbal, written, and presentation) and local languages (Arabic or French).
Strong stakeholder management skills, with the ability to articulate ideas clearly and concisely.
Proven ability to plan, prioritize, and meet strict deadlines, with a business, commercial, and financial acumen.
Strong analytical skills and experience in problem-solving and conflict resolution.
Self-motivated, flexible, and capable of working effectively in a fast-changing and ambiguous environment.

Preferred Skills:

Experience working with complex software solutions.
Knowledge of Land Mobile Radio solutions, Mission Critical Broadband Push to Talk (MCPTT), and two-way radio products.
Familiarity with service level agreements (SLAs) and service contract management.

📝 Enhancement Note: While not explicitly stated, experience in working with mission-critical systems and a basic understanding of Motorola Solutions' product portfolio would be beneficial for this role.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: The salary range for this role in Riyadh, Saudi Arabia, is estimated to be between SAR 25,000 - SAR 40,000 per month, based on industry standards and experience level. This is an estimate, and the actual salary may vary.

Benefits:

Comprehensive health insurance plan.
Retirement savings plan with company match.
Employee stock purchase plan.
Generous vacation and leave policies.
Employee discounts on Motorola Solutions products.
Opportunities for professional development and career growth.

Working Hours: Full-time position with a standard workweek of 40 hours, with up to 50% travel required.

📝 Enhancement Note: The salary range provided is an estimate based on market research and should be verified with the hiring organization.

🎯 Team & Company Context

🏢 Company Culture

Industry: Motorola Solutions operates in the telecommunications and technology industry, focusing on mission-critical communications, video security, and command center technologies.

Company Size: Motorola Solutions is a large, global organization with a close-knit community united by the relentless pursuit to help keep people safer everywhere. In the Middle East and Africa region, the company has a significant presence with multiple offices and a diverse workforce.

Founded: Motorola Solutions was founded in 1928 and has since grown into a global leader in its industry.

Team Structure:

The Managed Services and Support team in the Middle East and Africa is part of the broader Global Services organization, which focuses on delivering exceptional customer experiences and driving services growth.
The team consists of various roles, including Customer Support Managers, Account Managers, Pre-Sales Engineers, and Technical Specialists, working collaboratively to ensure customer satisfaction and service delivery excellence.

Development Methodology:

Motorola Solutions follows a structured project management approach, utilizing tools such as Microsoft Project and ServiceNow to manage resources, track progress, and ensure timely delivery of services.
The company emphasizes continuous improvement, regular team meetings, and open communication to drive success and maintain high standards of service quality.

Company Website: Motorola Solutions

📝 Enhancement Note: Motorola Solutions' company culture is characterized by a strong focus on customer satisfaction, teamwork, and continuous improvement, with a mission to keep people safer everywhere through innovative technology solutions.

📈 Career & Growth Analysis

Customer Support Manager Career Level: This role is typically at the mid-level management tier within the customer support and operations function. The primary responsibilities involve managing customer support operations, driving services growth, and collaborating with cross-functional teams to ensure seamless service delivery.

Reporting Structure: The Customer Support Manager reports directly to the Managed Services and Support Director for the Middle East and Africa region. They work closely with account managers, pre-sales teams, technical specialists, and other internal stakeholders to ensure customer satisfaction and service delivery excellence.

Technical Impact: The Customer Support Manager plays a critical role in ensuring that Motorola Solutions' customers receive exceptional service and support for their mission-critical systems. By driving services growth and identifying upsell opportunities, they contribute to the company's overall success and help keep people safer everywhere.

Growth Opportunities:

Career Progression: With experience and strong performance, there may be opportunities to progress to more senior roles within the customer support and operations function, such as Regional Customer Support Director or Global Services Management roles.
Technical Skill Development: As the company continues to innovate and expand its product portfolio, there will be opportunities for the Customer Support Manager to develop their technical skills and knowledge of Motorola Solutions' products and services.
Leadership & Mentoring: By demonstrating strong leadership skills and a commitment to employee development, the Customer Support Manager may have opportunities to mentor junior team members and contribute to the company's overall leadership development efforts.

📝 Enhancement Note: Career growth opportunities for the Customer Support Manager will depend on their performance, the company's strategic priorities, and the availability of suitable roles within the organization.

🌐 Work Environment

Office Type: Motorola Solutions' offices in the Middle East and Africa region are modern, professional environments that foster collaboration and innovation. The workspaces are designed to accommodate various team sizes and include dedicated spaces for meetings, training, and social events.

Office Location(s): The Customer Support Manager role is based in Riyadh, Saudi Arabia, with frequent travel required to visit customers and other Motorola Solutions offices in the region.

Workspace Context:

Collaborative Workspace: The office layout encourages teamwork and collaboration, with open-plan workspaces and dedicated meeting rooms for focused discussions and brainstorming sessions.
Technology & Tools: Motorola Solutions provides its employees with state-of-the-art technology and tools to ensure they can perform their jobs effectively, including laptops, smartphones, and access to relevant software applications.
Cross-Functional Interaction: The Customer Support Manager will work closely with various teams, including account managers, pre-sales teams, technical specialists, and other internal stakeholders, to ensure seamless service delivery and customer satisfaction.

Work Schedule: The standard workweek is 40 hours, with up to 50% travel required to visit customers and other Motorola Solutions offices in the region. The work schedule may vary depending on customer needs and project priorities.

📝 Enhancement Note: The work environment at Motorola Solutions is designed to support collaboration, innovation, and customer-focused service delivery, with a strong emphasis on employee engagement and development.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills, cultural fit, and understanding of the role and its requirements.
Technical Deep Dive: A more in-depth discussion focused on the candidate's technical knowledge, experience with customer support operations, and problem-solving skills. This may include case studies, scenario-based questions, and role-play exercises.
Behavioral & Situational Questions: Questions designed to understand the candidate's approach to problem-solving, stakeholder management, and customer engagement, as well as their ability to work effectively in a fast-paced, dynamic environment.
Final Interview: A meeting with the hiring manager and other key stakeholders to discuss the candidate's fit for the role, answer any remaining questions, and make a final decision.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: (N/A for this role)

📝 Enhancement Note: The interview process for the Customer Support Manager role at Motorola Solutions is designed to assess the candidate's technical knowledge, customer engagement skills, and cultural fit, with a strong focus on problem-solving, stakeholder management, and communication.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Motorola Solutions places a strong emphasis on customer satisfaction and ensuring that customers receive exceptional service and support for their mission-critical systems.
Collaboration: The company values teamwork and collaboration, with a focus on working together to achieve common goals and drive success.
Innovation: Motorola Solutions encourages continuous improvement and innovation, with a commitment to staying at the forefront of technology and driving industry progress.
Integrity: The company values honesty, transparency, and ethical behavior, with a strong commitment to maintaining the highest standards of professionalism and integrity.

Collaboration Style:

Cross-Functional Integration: The Customer Support Manager will work closely with various teams, including account managers, pre-sales teams, technical specialists, and other internal stakeholders, to ensure seamless service delivery and customer satisfaction.
Code Review Culture: While not explicitly stated, Motorola Solutions likely has a code review culture for internal processes and systems, with a focus on ensuring high-quality, efficient, and effective service delivery.
Knowledge Sharing: The company encourages knowledge sharing and continuous learning, with a commitment to helping employees develop their skills and advance their careers.

📝 Enhancement Note: Motorola Solutions' customer support values and collaboration style are centered around customer satisfaction, teamwork, innovation, and continuous improvement, with a strong focus on driving success through effective communication, stakeholder management, and problem-solving.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Engagement: Managing customer expectations and ensuring high levels of customer satisfaction in a dynamic and sometimes challenging environment.
Service Delivery: Ensuring timely and effective service delivery, with a focus on meeting or exceeding Service Level Agreements (SLAs) and maintaining high-quality standards.
Contract Management: Managing complex service contracts, including sub-contractor deliverables, and ensuring adherence to contractual commitments.
Upselling & Business Development: Identifying upsell opportunities within existing accounts and driving services growth in a competitive market.

Learning & Development Opportunities:

Technical Skill Development: Opportunities to develop technical knowledge and expertise in Motorola Solutions' products and services, as well as industry trends and best practices.
Leadership & Management Development: Opportunities to develop leadership and management skills, with a focus on driving team success and contributing to the company's overall growth and development.
Customer Engagement & Stakeholder Management: Opportunities to enhance customer engagement and stakeholder management skills, with a focus on driving customer satisfaction and service delivery excellence.

📝 Enhancement Note: The technical challenges and learning opportunities for the Customer Support Manager role at Motorola Solutions are centered around customer engagement, service delivery, contract management, and business development, with a strong focus on driving success and continuous improvement.

💡 Interview Preparation

Technical Questions:

Customer Engagement: Describe a time when you had to manage a difficult customer and how you ensured their satisfaction and resolved the issue.
Service Delivery: How do you ensure timely and effective service delivery, with a focus on meeting or exceeding Service Level Agagues (SLAs) and maintaining high-quality standards?
Contract Management: How do you manage complex service contracts, including sub-contractor deliverables, and ensure adherence to contractual commitments?
Upselling & Business Development: How do you identify upsell opportunities within existing accounts and drive services growth in a competitive market?

Company & Culture Questions:

Customer Support Values: How do you align with Motorola Solutions' customer support values, and how have you demonstrated these values in your previous roles?
Collaboration Style: How do you approach cross-functional collaboration, and how have you worked effectively with various teams in your previous roles?
Customer Focus: How do you ensure that customers receive exceptional service and support, and how have you gone above and beyond to meet their needs in your previous roles?

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: The interview preparation for the Customer Support Manager role at Motorola Solutions focuses on customer engagement, service delivery, contract management, and business development, with a strong emphasis on problem-solving, stakeholder management, and communication.

📌 Application Steps

To apply for this Customer Support Manager position at Motorola Solutions:

Submit your application through the application link provided.
Tailor your resume to highlight your relevant experience in technical support, project management, or customer support, as well as your strong communication, stakeholder management, and problem-solving skills.
Prepare for the interview process by reviewing the technical questions and company & culture questions outlined above, and practicing your responses using the STAR method (Situation, Task, Action, Result).
Research Motorola Solutions' products, services, and industry trends to demonstrate your understanding of the company and its mission to keep people safer everywhere through innovative technology solutions.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support-Specific Focus:

Tailor each section specifically to the Customer Support Manager role, emphasizing customer engagement, service delivery, contract management, and business development.
Include Motorola Solutions' products, services, and industry context throughout the description.
Address the unique challenges and growth opportunities faced by Customer Support Managers in the telecommunications and technology industry.
Provide actionable insights and tactical advice for applicants preparing for technical interviews and customer engagement scenarios.

Quality Standards:

Ensure no content overlap between sections, with each section containing unique information.
Only include Enhancement Notes when making significant inferences about the role, company, or industry, with clear reasoning based on available information.
Maintain a balance between conciseness and comprehensiveness, providing actionable information without overwhelming the reader.
Strategically distribute relevant keywords throughout all sections naturally, without compromising readability or clarity.

Industry Expertise:

Include specific references to Motorola Solutions' products, services, and industry trends, as well as relevant customer support best practices and industry standards.
Address the unique challenges and opportunities faced by Customer Support Managers in the telecommunications and technology industry, with a focus on driving customer satisfaction, service delivery excellence, and business growth.
Provide tactical advice for managing customer support operations, driving services growth, and collaborating with cross-functional teams to ensure seamless service delivery and customer satisfaction.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout the enhanced job description.
Use industry-specific terminology appropriately and accurately, with a focus on customer support, operations management, and business development.
Include comprehensive benefits and growth opportunities relevant to Customer Support Managers in the telecommunications and technology industry.
Provide actionable insights and practical tips for technical interviews, customer engagement, and stakeholder management.

Customer Support Focus & Interview Preparation:

Emphasize customer engagement, service delivery, contract management, and business development throughout the enhanced job description.
Include specific portfolio requirements and technical challenge preparation tips tailored to the Customer Support Manager role at Motorola Solutions.
Address the unique interview process for the role, with a focus on assessing the candidate's technical knowledge, customer engagement skills, and cultural fit.

Avoid:

Generic business jargon not relevant to the Customer Support Manager role or Motorola Solutions' products, services, and industry context.
Placeholder text or incomplete sections, ensuring that each section is comprehensive and informative.
Repetitive content across different sections, with a focus on providing unique insights and actionable information for each section.
Non-technical terminology unrelated to the specific Customer Support Manager role or Motorola Solutions' products, services, and industry context.

Customer Support Manager