System Manager - Metropolitan Washington Airports Authority (MWAA)

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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview

The System Manager is a dedicated and responsible individual overseeing the Metropolitan Washington Airports Authority ASTRO25 800MHz radio system. This role requires the manager to be on-site at the customer's location five days a week, eight hours a day, ensuring immediate availability to address customer and system issues. Our on-site presence is crucial for building strong, long-term business relationships and effectively promoting our products and services to our valued customers.

Job Description

The System Manager serves as the primary point of contact and communications consultant for the customer within Motorola, overseeing contracted services. They are responsible for liaising with various internal and external stakeholders, including 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, and local servicers.

Key Responsibilities:

• Contractual Compliance: Ensuring all Terms and Conditions of warranty/maintenance contracts are met, covering System Administration, Inventory Management, Configuration Management, Site Management, User Support, Vendor Management, Operational Assessment, and System Planning. This also involves coordinating service activities and ensuring adherence to the contract.

• Service Performance: Guaranteeing compliance with response and restoration time commitments. The System Manager will manage emergency service efforts and escalation procedures using available tools and resources, and provide analysis, recommendations, and fault diagnostic information to customers to optimize system performance and utilization.

• Customer Engagement: Regularly meeting with designated customer contacts to review system maintenance and repair activities, and to discuss customer objectives and concerns.

• Financial Management: Tracking and managing the financials of service deliverables, including overall budget, internal and third-party expenditures, and profitability.

• Business Development: Assisting Sales and Pre-Sale teams in developing proposals and efforts to offer additional services. This also includes working directly with customers to identify potential opportunities for both traditional and non-traditional services that do not require sales/pre-sale assistance.

• Project Collaboration: Working with the project team during system implementation and expansion to ensure the completion of the initial contract. This involves coordinating the launch of new services, identifying and managing conflicts with project team goals (resources, schedule, deliverables), and providing assistance as needed.

Client and Contract Management:

• Relationship Management

• Contract Renewals

• Proposal Development

• Accurate Forecasting

• Compliance (Governmental and Motorola contracting requirements and procedures)

• P&L Performance

• Meeting Targets and Goals

• Provide weekly activity reports to customers.

Radio System Management and Maintenance:

• Manage SIDA Badges for all Motorola badged employees.

• Maintain radio system data, including alias and radio ID updates, console templates, and Talkgroup (TG) and encryption configurations.

• Monitor and investigate radio system UEM alarms.

• Manage the Radio Control Manager to inhibit and unhibit lost radio subscribers.

• Review and test customer-created radio subscriber codeplugs.

• Update and maintain two Motorola radio subscribers (1-APX7000 and 1-APX8000) assigned to the System Manager (Motorola assets).

• Investigate and resolve system alarms