System Manager, Delaware Division of Public Safety

Motorola Solutions

192d•$80,000 - $120,000•Onsite

About The Position

The System Manager serves as Motorola Solutions' primary customer contact, functioning as a communications consultant and manager of contracted services. They act as the main liaison, collaborating with the customer, the 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. The System Manager's role is specifically dedicated to the State of Delaware's 800 MHz Digital P25 - Delaware Division of Public Safety Radio Systems. This individual MUST reside in or near the State of Delaware to be present at the customer site 5 days a week, 8 hours a day. The System Manager must also be readily available to address customer and system issues as they arise.

Requirements

This position requires residing within a one-hour commuting distance of the customer site in Delaware.
Travel up to 10% for training and customer support.
Must have a current, valid driver’s license and no traffic violations
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Willing to complete Standard Form 89 Questionnaire for National Security Positions.
Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract(s)
Strong working knowledge of Motorola ASTRO25 systems and their applications by customers.
Must possess excellent interpersonal, negotiation, presentation, and communications skills, both orally and written.
Must have excellent communications skills and always present a professional image.
Ability to be a part of a team while aggressively working across Motorola organizations to proactively solve customer problems.
5+ years experience as a System Technologist, System Manager, Technical Customer Service Manager, or related customer contact position.
2+ years experience with Motorola ASTRO25 system administration and operation, with Motorola training and certification preferred.
Working knowledge of Motorola’s Technology Roadmaps and their impact on customer’s future needs
General understanding of communications industry trends and their impact on customer’s future needs
5+ years of experience in one of the following: LMR, RF Systems, Radio Communications, Radio Frequency, Motorola equipment, Wired/Wireless Communication Systems, IT Systems, Telecommunications, Public Safety, Engineering, Networking Equipment, IP Networking, Solutions Architecture, ASTRO 25, P25, WAVE VoIP, Radio System Administration & Maintenance, Client & Contract Management, Contractual Compliance, Customer Management or Military experience
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Responsibilities

Contractual Compliance: Ensuring all terms and conditions of the maintenance contract are met, encompassing System Administration, Inventory Management, Configuration Management, Site Management, User Support, Vendor Management, Operational Assessment, and System Planning.
Service Coordination: Coordinating service activities and ensuring adherence to contract obligations, including compliance with response/restoration time commitments. This involves managing emergency service efforts and escalation procedures using available tools and resources. The System Manager also provides analysis, recommendations, and fault diagnostic information to the customer to optimize system performance and utilization.
Customer Relationship Management: Regularly meeting with designated customer contacts to review system maintenance and repair activities, and to discuss customer objectives and concerns.
Financial Management: Tracking and managing financials for service deliverables, including overall budget, internal and third-party expenditures, and profitability.
Business Development Support: Assisting Sales and Pre-Sale teams in developing proposals and efforts to offer additional services. This also involves working directly with the customer to identify potential opportunities that do not require sales/pre-sale assistance for both traditional and non-traditional services.
Project Team Collaboration: Working with the project team during system implementation and expansions to ensure the completion of the initial contract. This includes coordinating the launch of new services, identifying and managing conflicts with project team goals (resources, schedule, deliverables), and providing assistance as needed.
Client & Contract Management: Relationship Management Contract Renewals Proposal Development Accurate Forecasting Compliance (Governmental and Motorola contracting requirements and procedures) P&L Performance Achieving Targets/Goals
Provide monthly system reports to appropriate management and attend monthly service meetings as required.
Radio System Administration & Maintenance: Maintain radio system data, including alias and radio ID updates, console templates, and TG and encryption configurations, utilizing Radio Management and Radio Central.
Monitor, investigate, escalate, and manage the resolution of radio system UEM alarms, including investigation and analysis.
Manage the Radio Control Manager to inhibit and un-inhibit lost radio subscribers on the radio system.
Perform reboots for specific Windows VMs, Console PCs at all dispatch sites, and NM Clients after SUS (Software Update Subscription) updates.
Maintain 3rd party equipment databases, including microwave and MPLS networks.
Perform User Administration for all applications, including 3rd party products.
MotoPatch local CEN devices.
Manage Depot repairs with 3rd party shop support and verify repaired radios upon return.
Maintain and update subscribers in IMW.