Sr. System Manager

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day 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 by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department Overview

It’s not just about having the right technology, it’s about achieving peak performance. Motorola Solutions has served as a trusted partner to government agencies and enterprises worldwide for more than 95 years. Our years of leadership, innovation and experience managing and supporting hundreds of networks in more than 100 countries help answer the challenges of mission critical operations – ensure continuity, enhance productivity and reduce risk – helping achieve peak performance. When every second counts and performance reliability is a must – we are ready and able to serve today, tomorrow and into the future.

Job Description

• The Sr. System Manager will be responsible for delivering on Motorola Solutions Maintenance Agreements by coordinating with the local service providers in all maintenance activities for Gwinnett County, GA.

• Responsible for looking for and growing Motorola Solutions role in providing additional services for this customer.

• Manage and lead day to day activities in meeting Motorola Solutions contractual commitments documented in the Maintenance Agreements with the customers.

• Manage and lead our relationships with the local service partners.

• Manage and lead our relationships with the customers.

• Ensure that customer satisfaction goals are met both internally and with the customers.

• Procure and coordinate any internally resources that maybe needed.

• Collaborate with service leadership to gain a comprehensive understanding of your customers and their contracts, enabling accurate revenue forecasting.

• Ensures compliance with response/restoration time commitment

• Remotely diagnose system failure and facilitate call management as applicable

• Manage Emergency Service efforts and escalation procedures

• Be available for after hours response during critical customer impacting outages as needed.

Reporting Responsibilities:

• Maintain accurate records and service history statistics

• Review service information and quality reports generated by system service database

• Monitor and report system availability metrics to the customer on a monthly basis

• Communicate user issues as they occur

• Coordinate on-going continuous improvement efforts for the system

• Coordinate efforts to develop new metrics for measurements

• Monitor MTN (Motorola Technical Notifications) and Upgrade Bulletins, communicate to customers, MSS and/or FSO.

• Prepare briefings for Customers, Service Partners and/or Motorola Management as required

Coordination Responsibilities:

• Work with Customers and Motorola Sales Account Executives to formulate future communications requirements

• Work with Customer, Service Partner, Motorola System Engineers, and third party contractors to review design recommendations for upgrades, additions, modifications, and/or improvements to radio communications system to insure compatibility

• Work with Motorola Account Executive to identify new sales opportunities

Candidate Requirements:

• The Sr. System Manager must live within a 60 minute response time to Gwinnett County, GA.

• Must be familiar with Astro P25 infrastructure management to include RF (Combiners, Base Station Fundamentals, Astro Application Suite of products).

• Be able to work in MS Excel and Word to produce reports and deliver financial updates to Manager.