Technical System Manager

Motorola Solutions•Pennsylvania, US Offsite, PA

2d•$90,000 - $130,000•Hybrid

About The Position

As the Technical System Manager, you will serve as the primary onsite point of contact and communications consultant for our Enterprise customer. You are the face of Motorola Solutions, ensuring seamless service delivery, contract compliance, and superior customer satisfaction. The Technical System Manager will be responsible for delivering on Motorola Solutions Maintenance Agreements by coordinating with the local service providers, 3rd Party Partners, other MSI Service Organizations and the customers in all maintenance activities for this customer. Responsibilities include everyday maintenance and knowledge transfer on Motorola Land Mobile Radio Products. This equipment is state of the art Astro 25 trunking and 3rd party products. Manage and lead day to day activities in meeting Motorola Solutions contractual commitments documented in the Maintenance Agreements with the customers. Verbalize and communicate concepts, recommendations and strategies to the end customers. Assist in the design, troubleshooting and maintenance of the customer’s radio network. Understand Motorola RSS/CPS software and how to program subscribers and infrastructure equipment. Knowledge of Motorola Infrastructure Technologies to include Motorola Astro 25 cores, MCC console line and 3rd party partners and networking equipment. Responsibilities include optimization and support of complex communication systems. Provide technical support of specialized systems and product applications including troubleshooting of software driven electronics, provisioning of communication system infrastructure and performance optimization of RF and Broadband architecture including, but not limited to, legacy analog, advanced digital P25 and data infrastructure. Program, configure, optimize, test and document complex communications systems. Provide weekly reports of activities and accomplishments. Manage Storm Response efforts and escalation procedures Be available for after hours response during critical customer impacting outages as needed. Remotely diagnose system failure and facilitate call management as applicable Must have very strong knowledge of wired communications systems, such as local area networks (LAN) and wide area networks (WAN), must be proficient in computer network installation, configuration and maintenance systems to include cabling, routers, switches, firewalls and bridges. Proficient with Microsoft Office products, Google Suite and Motorola Radio Service Software products. Must have excellent communications skills (written and verbal) and always present a professional image. Operations & SLA Compliance: Ensure strict compliance with Service Level Agreements (SLAs), specifically response and restoration time commitments. Coordinate all service activities, including Inventory, Configuration, Site, and User Support services. Engage in case management and manage the escalation process to resolve high-priority issues. Diagnose system failures and facilitate call management as required. Reporting Responsibilities: Maintain accurate records and service history statistics. Review service information and quality reports generated by the system service database. Monitor and report system availability metrics to the customer on a monthly basis. Coordinate on-going continuous improvement efforts for the system. Monitor MTN (Motorola Technical Notifications) and Upgrade Bulletins, communicate to customers, MSS and/or Field Service Organization. Assist with preparing briefings for Customers, Service Partners and/or Motorola Management as required Must be able to lift and operate 25 - 50 lbs.

Requirements

Bachelors degree OR 5+ years of technical experience in one of the following: LMR, RF Systems, Radio Frequency, Radio Communications, Wired/Wireless Communication Systems, Networking Equipment, IT, IT Systems, Telecommunications, Public Safety, Engineering, Networking equipment or Military experience
Must be a U.S. citizen with the ability to obtain necessary security clearance as required by contract(s).
Legal authorization to work in the U.S. indefinitely is required.
Very strong knowledge of wired communications systems, such as local area networks (LAN) and wide area networks (WAN).
Proficient in computer network installation, configuration, and maintenance systems including cabling, routers, switches, firewalls, and bridges.
Proficient with Microsoft Office products, Google Suite, and Motorola Radio Service Software products.
Excellent communications skills (written and verbal).
Must possess and maintain a valid driver’s license and driving record.
Strong understanding of Astro P25 infrastructure management to include RF (Combiners, Base Station Fundamentals, Astro Application Suite of products).
Training and experience in configuring, testing, and optimizing current Motorola two-way radio and subscriber equipment.

Nice To Haves

Appropriate technical certifications for the role (e.g. CompTIA, Network+, Security+, etc.)

Responsibilities

Serve as the primary onsite point of contact and communications consultant for Enterprise customers.
Ensure seamless service delivery, contract compliance, and superior customer satisfaction.
Deliver on Motorola Solutions Maintenance Agreements by coordinating with local service providers, 3rd Party Partners, and other MSI Service Organizations.
Perform everyday maintenance and knowledge transfer on Motorola Land Mobile Radio Products (Astro 25 trunking and 3rd party products).
Manage and lead day-to-day activities to meet Motorola Solutions contractual commitments.
Communicate concepts, recommendations, and strategies to end customers.
Assist in the design, troubleshooting, and maintenance of the customer’s radio network.
Understand Motorola RSS/CPS software and program subscribers and infrastructure equipment.
Utilize knowledge of Motorola Infrastructure Technologies including Astro 25 cores, MCC console line, and 3rd party networking equipment.
Optimize and support complex communication systems.
Provide technical support for specialized systems and product applications, including troubleshooting software-driven electronics, provisioning communication system infrastructure, and performance optimization of RF and Broadband architecture.
Program, configure, optimize, test, and document complex communications systems.
Provide weekly reports of activities and accomplishments.
Manage Storm Response efforts and escalation procedures.
Be available for after-hours response during critical customer-impacting outages.
Remotely diagnose system failures and facilitate call management.
Ensure strict compliance with Service Level Agreements (SLAs), including response and restoration time commitments.
Coordinate all service activities (Inventory, Configuration, Site, and User Support).
Engage in case management and manage the escalation process for high-priority issues.
Maintain accurate records and service history statistics.
Review service information and quality reports.
Monitor and report system availability metrics to the customer monthly.
Coordinate ongoing continuous improvement efforts for the system.
Monitor MTN and Upgrade Bulletins, communicating them to customers, MSS, and/or Field Service Organization.
Assist with preparing briefings for Customers, Service Partners, and/or Motorola Management.
Lift and operate 25 - 50 lbs.