Service Delivery Manager - Greater Los Angeles

Motorola Solutions•California Southern, US Offsite, CA

13d•$85,000 - $95,000•Hybrid

About The Position

The Service Delivery Manager (SDM) is responsible for upholding Motorola Solutions' (MSI) Maintenance Agreements. This involves coordinating all maintenance activities with the local service provider and actively seeking opportunities to expand MSI's service offerings for the customer. The SDM will lead and manage day-to-day activities to meet all contractual commitments outlined in the Maintenance Agreements, cultivate and manage strong relationships with the customer as well as local service partners, and ensure high customer satisfaction, meeting both internal and external goals. This role requires procuring and coordinating necessary internal resources, ensuring strict compliance with all committed response and restoration times, remotely diagnosing system failures and facilitating call management procedures, and managing emergency service efforts and all escalation procedures. The SDM will also perform installation and removal of mobile communication equipment, including associated cabling, at customer locations or in vehicles, adhering to best practices and R56 Standards and Guidelines. Additionally, the role involves executing simple troubleshooting and repair of existing equipment installations, accurately documenting all work details, responsible for the proper care and maintenance of all assigned company assets, calibration of assigned test equipment and maintaining an up-to-date test equipment database, processing all expense reports, maintaining precise records and service history statistics, reviewing service information and quality reports, providing monthly reports on system metrics, communicating user issues, coordinating ongoing continuous improvement efforts, leading efforts to develop new performance metrics, monitoring technical bulletins and communicating relevant information, preparing required briefings, collaborating with the Customer and the Motorola Sales Account Executive to define future communication requirements, and working with the Customer, Service Partner, Motorola System Engineers, and third-party contractors to review and ensure compatibility of design recommendations for system upgrades, additions, modifications, and improvements. The SDM will also partner with the Motorola Account Executive to identify and pursue new sales opportunities.

Requirements

Associate's or Bachelor's degree, professional and technical certifications, or military training preferred.
Must be self-motivated, a quick learner, and an effective team member with excellent communication skills.
Hands-on experience with Motorola P25 7.X systems, networking, and RF systems is essential.
Familiarity with Motorola’s Technology Roadmaps and their potential impact on future customer needs.
Strong knowledge of Motorola subscribers, devices, programming, CPS, Radio Manager, Provisioning Manager and related applications.
Appropriate technical certifications for the role (e.g., Certified Electronics Associate, R56, CompTIA, Network+, Security+, CCNA, PMP, etc.) must be achieved within six months of hire.
Training and experience in configuring, testing, and optimizing current Motorola two-way radio and subscriber equipment.
Must be available 24/7/365.
Willingness to work weekends, holidays, and varying schedules is sometimes required.
Must possess and maintain a valid driver’s license and driving record.
Must be able to pass a background check and obtain background clearance as required by assigned customers.
Candidates should be located near Rosemead, Greater Los Angeles, Southern California.
3+ years of technical experience in one of the following: LMR, RF Systems, Radio Frequency, Radio Communications, Wired/Wireless Communication Systems, Networking Equipment, IT, IT Systems, Telecommunications, Public Safety, Engineering, Networking equipment or Military experience.
Must be a U.S. citizen with the ability to obtain necessary security clearance as required by contract(s).
Legal authorization to work in the U.S. indefinitely is required.
Employer work permit sponsorship is not available for this position.

Nice To Haves

Associate's or Bachelor's degree, professional and technical certifications, or military training preferred.

Responsibilities

Uphold Motorola Solutions' (MSI) Maintenance Agreements.
Coordinate all maintenance activities with the local service provider.
Seek opportunities to expand MSI's service offerings for the customer.
Lead and manage day-to-day activities to meet all contractual commitments.
Cultivate and manage strong relationships with the customer and local service partners.
Ensure high customer satisfaction, meeting both internal and external goals.
Procure and coordinate necessary internal resources.
Ensure strict compliance with all committed response and restoration times.
Remotely diagnose system failures and facilitate call management procedures.
Manage emergency service efforts and all escalation procedures.
Perform installation and removal of mobile communication equipment, including associated cabling, at customer locations or in vehicles, adhering to best practices and R56 Standards and Guidelines.
Execute simple troubleshooting and repair of existing equipment installations.
Accurately document all work details, including customer information, parts used, equipment and specific customer instructions.
Responsible for the proper care and maintenance of all assigned company assets.
Responsible for the calibration of assigned test equipment and maintaining an up-to-date test equipment database.
Process all expense reports.
Maintain precise records and service history statistics.
Review service information and quality reports generated by the system service database.
Provide the customer with monthly reports on system metrics.
Communicate user issues as they arise.
Coordinate ongoing continuous improvement efforts for the system.
Lead efforts to develop new performance metrics.
Monitor technical bulletins and communicate relevant information to the Customer, and LMR Deployment and Services Organization.
Prepare required briefings for Customers, the Service Partner, or Motorola Management.
Collaborate with the Customer and the Motorola Sales Account Executive to define future communication requirements.
Work with the Customer, Service Partner, Motorola System Engineers, and third-party contractors to review and ensure compatibility of design recommendations for system upgrades, additions, modifications, and improvements.
Partner with the Motorola Account Executive to identify and pursue new sales opportunities.