Quality Customer Advocacy Manager Emea Region Jobs Vacancy in Motorola Solutions Kraków
Motorola Solutions Kraków urgently required following position for Quality Customer Advocacy Manager Emea Region. Please read this job advertisement carefully before apply. There are some qualifications, experience and skills requirement that the employers require. Does your career history fit these requirements? Ensure you understand the role you are applying for and that it is suited to your skills and qualifications.
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Quality Customer Advocacy Manager Emea Region Jobs Vacancy in Motorola Solutions Kraków Jobs Details:
EMEA Quality & Customer Advocacy team
Overall purpose of position:
Manages the EMEA Quality & Customer Advocacy team.
Part of EMEA SLT team (dotted line to Sales + Service).
Build an in-depth understanding of key customers and their overall customer experience with Motorola Solutions.
Analyze all survey feedback, identify key improvements & drive action plans
Ensure correct focus on critical customer issues.
Focal point for product & field quality in the EMEA region (provide linkage into the product quality teams).
Support the QMS/ MS team and their tasks as required.
Scope of Responsibilities:
Customer experience and feedback.
Co ordinate the annual Customer Experience survey, including development of distribution lists.
Co ordinate face-to-face meetings with Customers/Partners to build an understanding of their experience with Motorola Solutions.
Ensure that the VOC repositories are maintained and updated (all the relevant tools being used by the Advocates – Google Sites/Drive & Converge).
Using customer and internal feedback and data, identify key improvement areas to drive changes in stakeholder MSI functions.
Co ordinate the management of customer complaints; manage action plans and communication until closure.
Attend regional SLT staff meetings; Provide updates on quality and Customer related issues.
Meet, as required, with Sales, Services and Product & Solutions personnel to feedback Voice of Customer and identify gaps in Motorola Solutions execution.
Drive change across remote, matrix teams.
Ensure correct focus on critical customer issues to ensure timely resolution to minimize the impact to business or customers.
Work closely with the support organization and support where required.
If required, co-ordinate the focus and resolution on business critical issues out of scope of the technical support organization.
Represent global quality organization as needed within the region, for example: in bid support, customer meetings, internal management reviews, ship acceptance of new products.
Conduct or support lessons learned as appropriate for customer satisfaction and business improvement related issues.
Where required support the audit team in planning company audit activities.
Focal point between the product team and regional business teams for product quality.
Specific Knowledge / Skills:
A proven track record of developing customer relationships and working with key customers face-to-face.
Fluent English, other European languages would be beneficial but not essential (spoken and written).
Persuasive, influencing and collaborative skills – the ability to develop internal relationships and navigate through the organization to drive improvements for the benefit of our customers is essential.
Proven change and project management skills, with the ability to lead change across indirect and remote reporting parts of the business.
Experience in quality beneficial but not essential.
Data driven – the Customer Advocacy team acts as the ‘conscience’ of Motorola Solutions. It is important that this individual has the ability to identify and use data to drive the right decisions and behaviours for the benefit of our customers.
Experience of analytic techniques such as Lean Six Sigma.
Remote and matrix working – the individual will need proven ability to work in a large, matrix organization which spreads across time zones, cultures and languages. To work on their own initiative to a remotely located manager.
Excellent communication skills, both spoken and written, including listening, negotiating and influencing.
Calm and assured manner with the ability to work well under pressure either as an individual or as part of a team.
High level of motivation with a will to succeed.
Attention to detail.
Competitive salary package
Strong team-oriented culture
Flexible working hours
Contract of employment
Comfortable work conditions (high class offices, parking space)
Volleyball field and grill place next to the office
Lots of sport activities as Moto football league, Wakeboarding, Snowboarding, e-gaming league etc.
Private medical & dental coverage
8 hours working day (30 minutes lunch break included)
Access to wellness facilities and integration events
Trainings and broad development opportunities
Motorola Solutions is supporting CSR activities and encourages employees to participate