Technical System Manager

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, a trusted global partner for over a century, ensures peak performance of mission-critical government and enterprise operations. Our Managed & Support Services organization manages hundreds of networks worldwide, dedicated to delivering exceptional reliability, continuity, and risk reduction. We pride ourselves on maintaining seamless service delivery, driving technical excellence, and ensuring our customers have the robust, state-of-the-art communications architecture they need to keep their operations moving safely and efficiently.

Job Description

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 re