System Manager - Broward County, FL

Motorola Solutions•Plantation, FL

About The Position

Motorola Solutions is looking for an experienced and growth-minded System Manager to lead and oversee the operations of the Broward County system. This position is challenging, yet extremely rewarding. The ideal candidate must be a positive and energetic leader who is experienced in training, managing and mentoring staff, as well as being fully capable of ensuring the efficiency of business operations from marketing to service. Interpersonal skills and leadership capability are paramount; as great teamwork is vital to Motorola Solutions’ success. The candidate must also be able to identify new business opportunities, while ensuring the profitability of the Center’s current activities. The System Manager is the Customer's primary point of contact within Motorola Solutions and acts as the communications consultant and manager of contracted services. The System Manager serves as the primary liaison who will work 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, the local service provider(s) and other vendors. The System Manager is responsible for ensuring that the Terms and Conditions of the warranty/service contract are met. This may include but not be limited to: System Administration Service, Inventory Management Service, Configuration Management Service, Site Management Service, User Support Service, Vendor Management, Operational Assessment, and System Planning Service. Coordinate service activities and ensure compliance to contract. Ensure compliance with response/restoration time commitment. Remotely diagnose system failure and facilitate call management as applicable. Manage Emergency Service efforts and escalation procedures as needed. Provide analysis, recommendations and fault diagnostic information to the Customer to achieve Best-in-Class system performance and utilization. The System Manager will be proactive in managing the resources available to sustain optimal up-time, five-nines system availability and maximum beneficial use of the radio system. Regularly review service information and quality reports generated by the system service database to determine an ongoing course of action. Aware of all solution offerings in our portfolio, be capable of educating the customer in those offerings and have the foresight to engage sales and engineering to package the appropriate solution to meet the customer’s needs Full responsibility for managing the daily operations of the MSI FSO Team in Broward County, FL. Develop and maintain customer relationships, while providing excellent customer service and building trust Maximize current maintenance contracts and all other reoccurring revenue Be the highest source of information , inventory/product-knowledge, concerns, and work process matters for both employees and customers Build and maintain professional relationships with key work partners across Motorola Solutions, and third party vendors for achieving timely business objectives Plan collaboratively to solve day-to-day challenges, utilizing internal support organizations, Motorola Solutions service providers, and customers Provide technical support to technical staff for systems such as VHF/UHF, 800/900 MHz analog and digital systems, and/or mobile/portable subscriber equipment Perform site walks to determine requirements needed to complete customer objectives Produce quotes for service work, responding to RFP and RFQ, and estimating time and cost to complete work requested Provide education of, and ensure adherence to Motorola Solutions policies and procedures Represent Motorola Solutions in a professional manner at events, conferences, etc.

Requirements

3+ years work experience with Motorola Solutions mission critical communication systems
Understanding of two way radio communication products, systems and services
Must have hands on experience with Motorola P25 7.X systems, networking, and RF systems
Excellent interpersonal communication, presentation skills, including both verbal and written using all the tools and applications provided by MSI
Able to solve complex problems and situations
Self motivated team player able to work effectively with general guidance toward objectives
Excellent, efficient, and result-driven leadership and organizational skills
Outstanding verbal/written communication and interpersonal abilities
Works well under pressure and manages stressful situations with ease
Recognizes and aids in the resolution of conflicts between employees, vendors, and/or customers
Proficiency in MS Office Applications, Excel, and Google Apps, with a willingness to learn and utilize new tools
Knowledge of marketing, sales and service principles
Knowledge of installation/maintenance/repair of two-way radio communication systems, dispatch consoles, and/or wide area networks
Strong working knowledge of Motorola radio systems and their application by customers.
Possess block diagram familiarity of two-way radio technology
Understanding of Distributed Telecommunications systems
Working knowledge of Motorola’s Technology Road maps and their impact on customer’s future needs
General understanding of communications industry trends and their impact on customer’s future needs
Must be able to obtain background clearance as required by government customers
Candidate MUST live a commutable distance to Broward County, FL
Available for 24-7 escalation as needed otherwise business hours M-F 8 AM - 5 PM.
This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.
5+ years experience in one of the following: Project/Program Management, Account Management, Systems Management, Customer Support, LMR, RF Systems, Radio Communications, Radio Frequency, Wired/Wireless Communication Systems, IT Systems, Networking equipment, Military, or Public Safety
Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract

Responsibilities

Coordinate service activities and ensure compliance to contract.
Ensure compliance with response/restoration time commitment.
Remotely diagnose system failure and facilitate call management as applicable.
Manage Emergency Service efforts and escalation procedures as needed.
Provide analysis, recommendations and fault diagnostic information to the Customer to achieve Best-in-Class system performance and utilization.
Regularly review service information and quality reports generated by the system service database to determine an ongoing course of action.
Educate the customer in solution offerings and have the foresight to engage sales and engineering to package the appropriate solution to meet the customer’s needs
Full responsibility for managing the daily operations of the MSI FSO Team in Broward County, FL.
Develop and maintain customer relationships, while providing excellent customer service and building trust
Maximize current maintenance contracts and all other reoccurring revenue
Be the highest source of information , inventory/product-knowledge, concerns, and work process matters for both employees and customers
Build and maintain professional relationships with key work partners across Motorola Solutions, and third party vendors for achieving timely business objectives
Plan collaboratively to solve day-to-day challenges, utilizing internal support organizations, Motorola Solutions service providers, and customers
Provide technical support to technical staff for systems such as VHF/UHF, 800/900 MHz analog and digital systems, and/or mobile/portable subscriber equipment
Perform site walks to determine requirements needed to complete customer objectives
Produce quotes for service work, responding to RFP and RFQ, and estimating time and cost to complete work requested
Provide education of, and ensure adherence to Motorola Solutions policies and procedures
Represent Motorola Solutions in a professional manner at events, conferences, etc.