System Manager - Howard County, MD

Motorola Solutions

21h•Onsite

About The Position

Responsible for the management and oversight of the Howard County, MD ASTRO25 800MHz radio system. The System Manager will reside within a reasonable distance of Howard County, providing on-site support at the customer location 8 hours a day, 5 days a week, for a total of 40 hours per week. This role requires the candidate to be readily available to address customer requirements and system-related issues as they arise. Our personnel serve on the front lines, establishing robust, long-term business relationships while actively promoting Motorola products and services to our valued customers.

Requirements

Possess a High School Diploma or equivalent.
Exhibit the ability to function effectively within a team environment while collaborating across Motorola organizations to proactively address and resolve customer challenges.
A minimum of 5 years of experience as a System Technologist, System Manager, Customer Service Manager, or in a similar customer-facing role.
At least 2 years of experience providing technical customer service.
At least 2 years of experience in the administration and operation of Motorola ASTRO25 systems; Motorola-specific training and certification is highly preferred.
Maintain a thorough understanding of Motorola’s Technology Roadmaps and their strategic implications for evolving customer requirements.
Maintain a general awareness of communications industry trends and their potential impact on future customer needs.
Ensure strict adherence to all Service Level Agreement (SLA) terms and contractual obligations.
Collaborate in close coordination with the designated Vesta System Manager.
Observe all SLA requirements as per the contract.
Must reside within a reasonable distance of the customer location, not to exceed 60 miles.
Must be a U.S. citizen with the ability to obtain necessary security clearance as required by government contract.
Legal authorization to work in the U.S. indefinitely is required.
Possess a valid driver’s license, as the role involves the operation of a company-provided vehicle.
5+ years of experience in one of the following: LMR, RF Systems, Radio Frequency, Radio Communications, Wired/Wireless Communication Systems, Engineering, Motorola equipment,, Networking Equipment, IT, IT Systems, Telecommunications, Public Safety, Engineering, Networking equipment, IP Networking, Solutions Architecture, ASTRO 25, P25, WAVE VoIP, or Military experience
Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract(s)

Nice To Haves

Motorola-specific training and certification is highly preferred.

Responsibilities

Serve as the customer's primary point of contact within the Motorola organization.
Act as a communications consultant and lead manager for all contracted services.
Function as the principal liaison, collaborating closely with the Customer, Systems Support Center, Dispatch Operations, Product Groups, the Factory, System Engineering, System Integration, the Field Service Organization, the Service Support Network, third-party contractors, and the local servicer.
Ensure full compliance with the terms and conditions of the warranty and maintenance contract, encompassing system administration, inventory and configuration management, site management, user support, vendor management, operational assessments, and system planning.
Coordinate all service activities to guarantee contractual adherence.
Guarantee adherence to response and restoration time commitments.
Utilize available tools and resources to manage emergency service efforts and escalation procedures, while providing analysis and diagnostic recommendations to achieve best-in-class system performance.
Maintain regular meetings with designated customer contacts to review system maintenance, repair activities, and discuss long-term objectives and concerns.
Track and manage financials for service deliverables, including overall budget oversight, internal and third-party expenditures, and profitability.
Support Sales and Pre-Sale teams in developing proposals and expanding service offerings, while working directly with the customer to identify potential opportunities for both traditional and non-traditional services.
Collaborate with the project implementation team to assist in the completion of initial contracts and expansions, including coordinating the launch of new services and managing resource or schedule conflicts.
Work in close coordination with the Motorola-employed Howard County Vesta 911 System Manager.
Enforce all Service Level Agreement (SLA) terms to ensure Motorola delivers services strictly per the contract.
Maintain professional hygiene and sensitivity within a small office environment to ensure a productive workspace for all personnel.
Proactive relationship management and oversight.
Management of contract renewals.
Development of service proposals.
Accurate financial forecasting.
Compliance with governmental and Motorola contracting requirements and procedures.
Profit and loss (P&L) performance management.
Consistently working toward established targets and goals.
Administration of SIDA badges for all Motorola badged employees.
Maintenance of radio system data, including alias and ID updates, console templates, and encryption configurations.
Monitoring, investigation, and analysis of radio system UEM alarms.
Management of the Radio Control Manager to inhibit or uninhibit lost radio subscribers.
Review and testing of customer-created codeplugs and maintenance of assigned Motorola radio assets (APX7000 and APX8000).
Resolution of system alarms and related services, including NICE and Genesis systems.
Support and assistance for MWAA radio shop personnel as required.
Representation of MWAA at periodic Regional Radio Managers meetings.
Participation in monthly MWAA staff meetings via Microsoft Teams.
Execution of reboots for specific Windows VMs, console PCs, and NM Clients following SUS updates.
Management of Genesis iVista systems and reporting.
Management of the NICE IP logging system and audio recording retrieval.
Oversight of depot repairs with FSO support, including verification of returned units.
Provision of weekly activity reports to the customer.
Manages the System Management team.
Possess a comprehensive working knowledge of Motorola ASTRO25 systems and their diverse customer applications.
Demonstrate exceptional interpersonal, negotiation, and presentation skills, with a high degree of proficiency in both oral and written communication.