Service Delivery Manager - Austin, Texas

Motorola Solutions•Texas, US Offsite, TX

4d•$115,000 - $125,000•Hybrid

About The Position

At Motorola Solutions, we help people be their best in the moments that matter. We help firefighters see around buildings and police officers see around street corners. Our work is very meaningful, impactful, and cutting edge and we invite you to explore it. We are the Best! Motorola Solutions is a world leader in the field of professional mobile communications systems with an impressive heritage of technological innovations and a global base of installed systems. The group's main business is the implementation of mission critical digital mobile communication systems for Government & Public Safety Communications customers. This position is Remote + Travel. The candidate must reside in the Greater Austin, Texas area. This person will be responsible for delivering on MSI’s Maintenance Agreement by coordinating with the local service provider in all maintenance activities. In addition, this person will be responsible for looking for and growing MSI’s role in providing additional services for this customer.

Requirements

Bachelors Degree with 4+ years in Customer Service related role or 6+ years in Communications Technology with 2+ years in Customer Facing role.
Legal Authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Individual will be expected to be in Austin, Texas on a weekly basis

Responsibilities

Manage and lead day to day activities in meeting MSI’s contractual commitments documented in the Maintenance Agreement with the customer
Manage and lead our relationship with the local service partner
Manage and lead our relationship with the customer
Ensure that customer satisfaction goals are meet both internally and with the customer
Procure and coordinate any internally resources that maybe needed
Insures compliance with response/restoration time commitment
Remotely diagnose system failure and facilitate call management as applicable
Manage Emergency Service efforts and escalation procedures
Maintain accurate records and service history statistics
Review service information and quality reports generated by system service database
Monitor and report system availability metrics to the customer on a monthly basis
Communicate user issues as they occur
Coordinate on-going continuous improvement efforts for system
Coordinate efforts to develop new metrics for measurements
Monitor PSB/SRN and SER Upgrade Bulletins and communicate to Customer/MSS or FSO
Prepare briefings for Customers, Service Partner or Motorola Management as required
Work with Customer and Motorola Sales AE to formulate future communications requirements
Work with Customer, Service Partner, Motorola System Engineers, and third party contractors to review design recommendations for upgrades, additions, modifications, and/or improvements to radio communications system to insure compatibility
Work with Motorola AE to identify new sales opportunities.