System Manager - Osceola County, FL

Motorola Solutions•Florida Work Center, AZ

2d•$90,000 - $110,000•Onsite

About The Position

This role will be based in Osceola County, FL. The System Manager serves as the primary point of contact for Motorola Solutions (MSI) customers regarding radio communications. This role functions as both a communications consultant and a project manager, overseeing contracted services. A key responsibility is ensuring the successful delivery of MSI's Maintenance Agreement, which involves coordinating all maintenance activities with the local service provider. Furthermore, this individual will be tasked with identifying and pursuing opportunities to expand MSI's provision of additional services to the customer.

Requirements

4+ years experience in one of the following: IP Networking, CAD, System Management, Network Engineering, Networking Equipment, Solution Architecture, ASTRO 25, WAVE VOIP, LMR, RF Systems, Radio Frequency, Radio Communications, Wired/Wireless Communication Systems, IT, Motorola, Military experience, or Public Safety experience.
Legal authorization to work in the U.S. indefinitely is required.
Employer work permit sponsorship is not available for this position.
Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract(s)

Nice To Haves

Intermediate understanding of Motorola Solutions radio systems and technologies (e.g., P25, SmartZone, SmartNet, LMR) is preferred.
Good working knowledge of communications systems, with the ability to interface with customer technical teams and provide appropriate technical support.
Knowledge of IP networking technology and WLAN.
Familiarity with radio frequency rules and regulations.
Excellent interpersonal, negotiation, presentation, and communication skills, both written and oral.
Ability to clearly communicate with customers (both written and verbal) and act as a professional representative of the corporation.
Capacity to understand and communicate Motorola's sold services at a working level, based on proposals and contract/award documents.
Ability to work effectively within a team while proactively collaborating across Motorola organizations and with third-party vendors to solve customer problems and achieve timely business objectives.
Strategic thinker capable of working through day-to-day challenges with internal support organizations, Motorola service providers, and customers.
Highly organized, with strong attention to detail, capable of significant multitasking, and diligent in following all tasks through to completion.
Proficiency in MS Office Applications, Excel, and Google Apps, along with a willingness to learn and utilize new organizational tools.

Responsibilities

Serve as the primary point of contact for the customer, leading the relationship and ensuring service delivery and compliance with Service Level Agreements (SLAs).
Manage the day-to-day activities required to meet Motorola Solutions' (MSI) contractual commitments outlined in the Maintenance Agreement.
Lead and manage the relationships with both the local service partner and the customer.
Act as the main liaison between the customer and various internal groups (e.g., Systems Support Center, Dispatch Operations, Product Groups, System Engineering, Field Service, etc.), as well as third-party contractors and local service partners.
Manage the delivery and execution of service contracts and the deliverables of subcontractors, ensuring adherence to the agreed-upon scope and outcomes.
Manage and lead Emergency Service efforts and escalation procedures.
Ensure internal and external customer satisfaction goals are met.
Ensure timely response and restoration of service, meeting all compliance requirements for response/restoration time commitments.
Ensure full compliance with the Terms and Conditions of maintenance contracts, including system administration, inventory management, configuration management, site management, vendor management, operational assessment, and system planning services.
Maintain the scope of services as defined by the contract and ensure customers understand their service obligations.
Procure and coordinate any necessary internal resources.
Diagnose system failures (remotely or otherwise) and manage the call management process as applicable, engaging in case management as needed.
Address product quality issues communicated via Motorola Solutions Technical Notifications (MTN).
Provide customers with appropriate and timely reporting as required by the services contract.
Maintain accurate records and statistics of service history.
Monitor and report system availability metrics to the customer monthly.
Review service information and quality reports generated by the system service database.
Monitor PSB/SRN and SER Upgrade Bulletins and communicate them to the Customer, MSS, or FSO.
Prepare briefings for Customers, Service Partners, or Motorola Management as required.
Communicate user issues as they occur.
Coordinate ongoing continuous improvement efforts and work to develop new measurement metrics for the system.
Serve as the on-site Project Manager for radio projects.
Ability to accurately and strategically forecast revenue on a weekly, monthly, quarterly, and annual basis.
Assist and advise the customer in future system planning and deployment.
Attend and participate in monthly customer meetings.
Track revenue and identify potential growth opportunities within the assigned territory.
Collaborate with the Customer and Motorola Sales Account Executive (AE) to formulate future communications requirements.
Work with the Customer, Service Partner, Motorola System Engineers, and third-party contractors to review design recommendations for upgrades, additions, modifications, and/or improvements to the radio communications system to ensure compatibility.
Collaborate with the Motorola AE to identify new sales opportunities.