System Manager

Motorola solutions

4+ Years | Anne Arundel County, Maryland, United States (On Site) | Full Time | 1 day ago

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Job Summary

The System Manager will be responsible for delivering on MSI’s Maintenance Agreement by coordinating all maintenance activities with the local service provider. This role involves managing relationships with both the service partner and the customer, ensuring customer satisfaction, and identifying opportunities for additional services. Key duties include diagnosing system failures, managing emergency services, maintaining records, monitoring system availability, and coordinating continuous improvement efforts. The manager will also work with sales and engineering teams on future communication requirements and system upgrades.

Must Have

Manage and lead day to day activities in meeting MSI’s contractual commitments
Manage and lead relationship with the local service partner
Manage and lead relationship with the customer
Ensure customer satisfaction goals are met
Procure and coordinate any internally resources needed
Insure compliance with response/restoration time commitment
Remotely diagnose system failure and facilitate call management
Manage Emergency Service efforts and escalation procedures
Maintain accurate records and service history statistics
Review service information and quality reports
Monitor and report system availability metrics to the customer monthly
Communicate user issues as they occur
Coordinate on-going continuous improvement efforts for system
Coordinate efforts to develop new metrics for measurements
Monitor PSB/SRN and SER Upgrade Bulletins and communicate to Customer/MSS or FSO
Prepare briefings for Customers, Service Partner or Motorola Management
Work with Customer and Motorola Sales AE to formulate future communications requirements
Work with Customer, Service Partner, Motorola System Engineers, and third party contractors to review design recommendations
Work with Motorola AE to identify new sales opportunities
Strong written and oral communication skills (Fluent in English)
Strong soft skills, interpersonal communication, and problem-solving skills
Ability to handle stressful situations & troubleshoot critical issues
Associates degree in Computer Science (or related degree) OR at least 4+ years of work experience in resolving customer technical issues
Must be able to obtain background clearance as required by government customer
Legal authorization to work in the U.S. indefinitely is required

Good to Have

VESTA experience

Perks & Benefits

Incentive Bonus Plans
Medical benefits
Dental benefits
Vision benefits
401K with Company Match
10 Paid Holidays
Generous Paid Time Off Packages
Employee Stock Purchase Plan
Paid Parental & Family Leave

Job Description

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 Video and Software Services (VSS) Field Support organization is the team that supports our public safety agencies throughout the world. We are committed to providing services for our customers who use MSI products; allowing them to focus on their mission and enable them to respond faster. Our field teams are focused on providing services and administration of various public safety software products such as 9-1-1 Call Handling, Real-Time Crime Center, Computer Aided Dispatch, Records Management Systems, Jail Management Systems and Mobile Data Computing, among other offerings.

Job Description

Candidate Must Reside within a commutable distance of Anne Arundel County, MD and must be willing to work onsite at customer location in Anne Arundel County, MD

This role will be responsible for delivering on MSI’s Maintenance Agreement by coordinating with the local service provider in all maintenance activities. In addition, this person will be responsible for looking for and growing MSI’s role in providing additional services for this customer.

The System Manager/Technical Consultant’s responsibilities include but are not limited to:

Manage and lead day to day activities in meeting MSI’s contractual commitments documented in the Maintenance Agreement with the customer
Manage and lead our relationship with the local service partner
Manage and lead our relationship with the customer
Ensure that customer satisfaction goals are meet both internally and with the customer
Procure and coordinate any internally resources that maybe needed
Insures compliance with response/restoration time commitment
Remotely diagnose system failure and facilitate call management as applicable
Manage Emergency Service efforts and escalation procedures
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 system
Coordinate efforts to develop new metrics for measurements
Monitor PSB/SRN and SER Upgrade Bulletins and communicate to Customer/MSS or FSO
Prepare briefings for Customers, Service Partner or Motorola Management as required
Work with Customer and Motorola Sales AE 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 AE to identify new sales opportunities
Strong written and oral communication skills. (Fluent in English, oral and written)
Strong soft skills, interpersonal communication, and problem-solving skills.
Ability to handle stressful situations & troubleshoot critical issues while maintaining effective communication with Customer and Motorola Management.
Microsoft MCSE or equivalent experience
Cisco CCNA certifications or related experience
In depth installation, configuration, and troubleshooting experience for Windows Server 2008, 2012, Windows 7, Windows 10 Operating Systems
Experience with Windows Domain architecture/ integration / Active Directory
Experience in providing Linux/UNIX technical support to customers
Experience with troubleshooting various server/desktop hardware related issues
Experience with Servers (Dell and HP)
Experience troubleshooting LAN/WAN
Experience with VOIP applications
Experience troubleshooting 3rd party application integration
Candidates with VESTA experience will be given priority consideration

This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.

Target Base Salary Range: $115,000-$120,000

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

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Basic Requirements

Associates degree in Computer Science (or related degree ) OR at least 4+ years of work experience in resolving customer technical issues
Must be able to obtain background clearance as required by government customer
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.