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Motorola Solutions · 20 hours ago

System Manager - Osceola County, FL

Florida, United States

Full-time

Onsite

Mid, Senior Level

$90K/yr - $110K/yr

4+ years exp

Motorola Solutions is a global community committed to enhancing public safety through technology. The System Manager for Osceola County, FL oversees the radio communication system, ensuring its reliability and integrity while managing customer relationships and service delivery.

Cyber SecurityTelecommunicationsVideo

Growth Opportunities

No H1B

U.S. Citizen Only

Responsibilities

Serve as the primary point of contact for the customer, leading the relationship and ensuring service delivery and compliance with Service Level Agreements (SLAs)

Manage the day-to-day activities required to meet Motorola Solutions' (MSI) contractual commitments outlined in the Maintenance Agreement

Lead and manage the relationships with both the local service partner and the customer

Act as the main liaison between the customer and various internal groups (e.g., Systems Support Center, Dispatch Operations, Product Groups, System Engineering, Field Service, etc.), as well as third-party contractors and local service partners

Manage the delivery and execution of service contracts and the deliverables of subcontractors, ensuring adherence to the agreed-upon scope and outcomes

Manage and lead Emergency Service efforts and escalation procedures

Ensure internal and external customer satisfaction goals are met

Ensure timely response and restoration of service, meeting all compliance requirements for response/restoration time commitments

Ensure full compliance with the Terms and Conditions of maintenance contracts, including system administration, inventory management, configuration management, site management, vendor management, operational assessment, and system planning services

Maintain the scope of services as defined by the contract and ensure customers understand their service obligations

Procure and coordinate any necessary internal resources

Diagnose system failures (remotely or otherwise) and manage the call management process as applicable, engaging in case management as needed

Address product quality issues communicated via Motorola Solutions Technical Notifications (MTN)

Provide customers with appropriate and timely reporting as required by the services contract

Maintain accurate records and statistics of service history

Monitor and report system availability metrics to the customer monthly

Review service information and quality reports generated by the system service database

Monitor PSB/SRN and SER Upgrade Bulletins and communicate them to the Customer, MSS, or FSO

Prepare briefings for Customers, Service Partners, or Motorola Management as required

Communicate user issues as they occur

Coordinate ongoing continuous improvement efforts and work to develop new measurement metrics for the system

Serve as the on-site Project Manager for radio projects

Ability to accurately and strategically forecast revenue on a weekly, monthly, quarterly, and annual basis

Assist and advise the customer in future system planning and deployment

Attend and participate in monthly customer meetings

Track revenue and identify potential growth opportunities within the assigned territory

Collaborate with the Customer and Motorola Sales Account Executive (AE) to formulate future communications requirements

Work with the Customer, Service Partner, Motorola System Engineers, and third-party contractors to review design recommendations for upgrades, additions, modifications, and/or improvements to the radio communications system to ensure compatibility

Collaborate with the Motorola AE to identify new sales opportunities

Qualification

IP NetworkingRadio CommunicationsProject ManagementMotorola Solutions TechnologiesCommunication SystemsTechnical SupportNegotiation SkillsMS Office ProficiencyInterpersonal SkillsPresentation SkillsAttention to DetailTeam Collaboration

Required

4+ years experience in one of the following: IP Networking, CAD, System Management, Network Engineering, Networking Equipment, Solution Architecture, ASTRO 25, WAVE VOIP, LMR, RF Systems, Radio Frequency, Radio Communications, Wired/Wireless Communication Systems, IT, Motorola, Military experience, or Public Safety experience

Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position

Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract(s)

Preferred

Intermediate understanding of Motorola Solutions radio systems and technologies (e.g., P25, SmartZone, SmartNet, LMR) is preferred

Good working knowledge of communications systems, with the ability to interface with customer technical teams and provide appropriate technical support

Knowledge of IP networking technology and WLAN

Familiarity with radio frequency rules and regulations

Excellent interpersonal, negotiation, presentation, and communication skills, both written and oral

Ability to clearly communicate with customers (both written and verbal) and act as a professional representative of the corporation

Capacity to understand and communicate Motorola's sold services at a working level, based on proposals and contract/award documents

Ability to work effectively within a team while proactively collaborating across Motorola organizations and with third-party vendors to solve customer problems and achieve timely business objectives

Strategic thinker capable of working through day-to-day challenges with internal support organizations, Motorola service providers, and customers

Highly organized, with strong attention to detail, capable of significant multitasking, and diligent in following all tasks through to completion

Proficiency in MS Office Applications, Excel, and Google Apps, along with a willingness to learn and utilize new organizational tools