System Manager - (WiPSN) Wisconsin Public Safety Network

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we're living up to our purpose everyday by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer - safer communities, safer schools, safer hospitals, safer businesses - safer everywhere. We're building integrated technologies that help protect people, property and places. We're connecting public safety agencies and enterprises - enabling the collaboration that's critical for a more proactive approach to safety and security. We're committed to solving for safer every day because the work we do here matters.

Department Overview

At Motorola Solutions, we help people be their best in the moments that matter. We help firefighters see around buildings and police officers see around street corners. Our work is very meaningful, impactful, and cutting edge and we invite you to explore it. We are the Best!

Motorola Solutions is a world leader in the field of professional mobile communications systems with an impressive heritage of technological innovations and a global base of installed systems. The group's main business is the implementation of mission critical digital mobile communication systems for Government & Public Safety Communications customers.

Job Description

THIS POSITION HAS +/-25% TRAVEL TO CUSTOMER LOCATION AS NEEDED.

The System Manager is the Customer's primary point of contact within Motorola and acts as the communications consultant and manager of the 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. 

This person must be able to:

• 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.

• Manage the Zone Network Managers and service providers with oversight of the daily operations of the system to ensure the integrity of the network remains intact and response and restoration efforts are consistent with policies and SLA’s

• Situation Management and Issue Management including oversee and manage user impacting situations, perform an analysis of all level 1 issues, create long term solutions for root caused issues to mitigate any further occurrences

• Business Development Support - Provide technical input on Presale planning efforts for new agency opportunities and review opportunity strategies

• Manage and oversee the delivery of services by major sub-contractors for sub-systems and for Integrated field services 

• Oversee and maintain operational processes, disciplines, and escalation of issues internally and externally as appropriate to ensure compliant service delivery 

• Participate in monthly service reviews and other forums to ensure that services for the Customer and related issues are managed successfully;  The System Manager must deeply understand reports content, create the reports as needed and be able to communicate reports and performance, as well as understand and communicate the value of these reports

• Identify and implement areas for improvement to ensure improved service quality and best practice delivery

• Manage sub-contractors deliverables and adherence to agreed scope and outcomes

• Work with Customers to discuss concerns or complaints instigating corrective action where required; and driving corrective actions to closure.

• Ensure all operational documents remain up to date and relevant 

• Provide input and participate in briefings with Customers to ensure understanding of the system, service, functionality and roadmap to be delivered under the Contract and the involvement of Customers in the process.

• Oversee site and channel expansion project