System Manager III - City of Detroit
About The Position
This role 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. The System Manager/Technical Consultant’s responsibilities include but are not limited to: Work onsite at customer location 5 days per week. Coordinate service activities and ensure compliance with system services provided under contract. Support the Motorola Service Provider in performing tasks defined in the maintenance contract's Statements of Work (SOW). Document action items related to system maintenance and management. Determine appropriate actions for system anomalies or problems affecting normal operation. Maintain comprehensive knowledge of the Customer system. Perform and oversee site maintenance and cleaning. Execute and supervise infrastructure preventive maintenance activities. Conduct infrastructure emergency repairs and follow escalation procedures. Maintain accurate records of maintenance and service history statistics. Review service information and quality reports from the system database. Collaborate with Motorola management and the Customer to develop and implement Standard Operating Procedures (SOPs). Attend regular meetings with Motorola management, the Customer, and User Groups to review system and service support performance and address technical or operational issues. Notify appropriate personnel for complex system issues. Provide system activity, performance, and quality reports from the system service database. Support the implementation of all system upgrades performed by Motorola. Participate in system testing, verify procedures, and document results. Evaluate current operations, equipment capabilities, system usage, and planned changes. Facilitate the adoption of revised support service processes. Coordinate and oversee 3rd party vendor activities for Site Preventive Maintenance Services. Attend training to maintain current professional knowledge and acquire necessary skills and certifications. Experience in the Telecommunications/Land Mobile Radio industry. Knowledge of application, maintenance, and general management of multi-site communications systems. Computer skills in applicable databases and radio programming software.
Requirements
- Work onsite at customer location 5 days per week.
- Experience in the Telecommunications/Land Mobile Radio industry.
- Knowledge of application, maintenance, and general management of multi-site communications systems.
- Computer skills in applicable databases and radio programming software.
- Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Nice To Haves
- Under 10% travel
Responsibilities
- Coordinate service activities and ensure compliance with system services provided under contract.
- Support the Motorola Service Provider in performing tasks defined in the maintenance contract's Statements of Work (SOW).
- Document action items related to system maintenance and management.
- Determine appropriate actions for system anomalies or problems affecting normal operation.
- Maintain comprehensive knowledge of the Customer system.
- Perform and oversee site maintenance and cleaning.
- Execute and supervise infrastructure preventive maintenance activities.
- Conduct infrastructure emergency repairs and follow escalation procedures.
- Maintain accurate records of maintenance and service history statistics.
- Review service information and quality reports from the system database.
- Collaborate with Motorola management and the Customer to develop and implement Standard Operating Procedures (SOPs).
- Attend regular meetings with Motorola management, the Customer, and User Groups to review system and service support performance and address technical or operational issues.
- Notify appropriate personnel for complex system issues.
- Provide system activity, performance, and quality reports from the system service database.
- Support the implementation of all system upgrades performed by Motorola. Participate in system testing, verify procedures, and document results.
- Evaluate current operations, equipment capabilities, system usage, and planned changes. Facilitate the adoption of revised support service processes.
- Coordinate and oversee 3rd party vendor activities for Site Preventive Maintenance Services.
- Attend training to maintain current professional knowledge and acquire necessary skills and certifications.
- 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
Benefits
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
