Customer Operations Manager Silvus

Company Overview

At 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 Overview

Silvus Technologies, a Motorola Solutions company, is dedicated to one mission: connecting those who keep us safe. We do so by delivering the most advanced Mobile Ad-hoc Network (MANET) radios powered by our custom and ever-evolving Mobile-Networked MIMO waveform. Together, our radios and waveform provide vital communications for mission-critical applications in the harshest environments from underground tunnels to high-altitude balloons.

Would you like to join an incredibly talented group of people, doing very challenging work, with the prime directive of “Keeping Our Heroes Connected”? Silvus’ rapid growth is fueled by a focus on research and innovation and a team of the most passionate, skilled, and creative thinking individuals.
If you are looking for a challenging experience, you owe it to yourself to learn how Silvus can be the next chapter of your career.

Job Description

Mission: Silvus is seeking a Customer Operations Manager who will report to the International Customer Operations Lead. The successful individual in this role will serve as the primary post-sales operational liaison between our key customers and Silvus manufacturing organization and internal associated departments. The mission is to manage purchase orders, production schedules, delivery coordination to ensure components are delivered on time and integrated successfully into the customer’s long-term production roadmap.

This position is eligible for 100% remote work depending on location.

The following is a list of at least some of the current essential job functions of the position. Management may assign or reassign duties and responsibilities at any time at its discretion.

Key Responsibilities:

• Customer Relationship Management: Serve as the primary point of contact for customer post sale, managing day-to-day operational needs and escalations. Lead Quarterly Business Reviews (QBRs) to report on delivery performance, quality metrics, and roadmap alignment.
  ● Demand Planning & Forecast Integration: Work directly with customer demand planners to ingest production forecasts. Translate these into actionable data for our internal manufacturing and supply chain teams to prevent stockouts or overages.
  ● Delivery Management: Track and manage open purchase orders to ensure on-time delivery commitments are met, partnering with manufacturing and logistics to resolve delays.
  ● Technical Advocacy & Issue Resolution: Identify technical hurdles or integration challenges the customer is facing. Partner with Engineering to resolve issues and manage the formal escalation process for any hardware defects or shipping delays.
  ● Lifecycle Management: Monitor component performance in the field. Manage the communication of End-of-Life (EOL) notices and transition customers to next- generation components.
  ● Cross-Functional Collaboration: Act as the "Voice of the Customer" internally, providing feedback to Product Development to influence the design of future components or products.
  ● RMA Management: Managing the Return Merchandise Authorization process - making sure that if a part fails, the customer gets a replacement immediately and your engineering team gets the "dead" part back for analysis.
  ● Regional Expertise: Navigate the specific logistical, legal, and contractual complexities unique to key countries like Germany and the Ukrainian theater.
  ● Perform other related duties of which the above are representative.

Basic Requirements

Candidate Profile:

• A self-motivated professional who thrives in fast-paced, ambiguous environments and takes full ownership of multitasking and shifting priorities.
  ● Languages: Excellent verbal, written, and presentation skills in English and German.
  ● Education: Bachelor’s degree in Engineering, Supply Chain Management, or a related technical field.
  ● Experience: 5+ years in a post-sales, account management, or technical project management role, preferably within the Defense, Aerospace, Robotics, or Semiconductor industries.
  ● Analytical Prowess: Ability to analyze complex spreadsheets and production schedules to find discrepancies between demand and supply.
  ● Communication: Demonstrated ability to "translate" between a customer's high-level business needs and a factory's granular production constraints.
  ● Industry Knowledge: Familiarity with the drone ecosystem (UAV regulations, flight controllers, propulsion systems) is a significant plus.
  ● Experience managing military or defense-sector clients is considered a significant asset.

All employment is contingent upon the successful clearance of a background check.

WORKING CONDITIONS & PHYSICAL REQUIREMENTS:

● Office environment.

● Trade shows.

• Outdoor environment for occasional field demonstrations.
  ● While performing the duties of this job, the employee is required to do the following:

○ Lift equipment up to 20lbs. for the set-up of demonstrations and testing.

○ Manage the movement of large suitcase size Pelican cases (i.e. travel, demos, etc.)

○ Extended periods of sitting.

Travel Requirements

10-25%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Company

Motorola Solutions Germany GmbH

EEO 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.