On-Site Subscriber Technical Administrator & Preventative Maintenance Specialist

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

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 dedicated on-site role serves as a Subscriber Technical Administrator & Preventative Maintenance Specialist. Act as the primary technical liaison between the Miami-Dade Corrections and Rehabilitation Department (MDCR) and Motorola Solutions.

• Based full-time out of MDCR facilities in the Miami-Dade area, the standard work schedule is Monday through Friday, 8:00 AM to 5:00 PM

• The core objective of this position is to provide technical leadership, administrative oversight, and hands-on maintenance to ensure that the customer's mission-critical radio fleets operate at peak performance

Technical Liaison & Incident Management

• Single Point of Contact: Act as the expert liaison connecting MDCR with Motorola’s internal teams, including Centralized Managed Support Operations (CMSO), Sales, Engineering, and Customer Service

• Issue Resolution: Troubleshoot, diagnose, triage, and track service request tickets through to resolution

• Stress Management: Quickly solve customer problems in high-pressure situations while helping MDCR assess and assign proper priority levels for system incidents

Preventative Maintenance & Hardware Support

• Fleet Maintenance: Manage highly technical fleets including APX N70, APX Next portable, and APX6500/8500 mobile radios

• Routine Care: Coordinate and perform an annual preventative maintenance schedule encompassing physical inspections, software health checks, and frequency tuning

• Hardware Troubleshooting: Perform basic hardware troubleshooting for external radio defects and manage the Return Merchandise Authorization (RMA) process to utilize advanced replacements and minimize downtime

• Ancillary Equipment: Support Sierra Wireless XR80 Vehicular Modems by running configuration updates and swapping out units with spares

Programming, Provisioning, & Asset Tracking

• Subscriber Programming: Develop custom programming and code-plugs using cloud-based tools included in the customer's annual services, such as RadioCentral, SmartConnect, SmartMapping, SmartMessaging, SmartLocate, and SmartProgramming

• Data Management: Accurately update subscriber information in the Motorola ASTRO Core Provisioning Manager to prevent data duplication

• Asset Management: Maintain a comprehensive tracker of all subscriber units, antennas, and batteries to monitor their service life and eligibility for replacement

Operations, Training, & Reporting

• Change Management: Adhere strictly to MDCR’s required change management procedures before initiating any configuration changes

• Training Administration: Administer necessary training for end-users and administrators via a Learning Management System

• Status Reporting: Provide the customer with regular status updates regarding the overall health of the fleet, pending software updates, and repair turnaround times

Candidate Qualifications & Requirements

• Location & Clearances: Must reside in Southern Florida near Miami-Dade County. Candidates MUST live within a 50 mile radius due to customer expectations, be a U.S. citizen capable of obtaining government contract security clearances, and pos