System Manager - Metropolitan Washington Airports Authority (MWAA)

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 on the radio system and related services, including NICE and Genesis.

• Assist and support MWAA radio shop personnel as needed.

• Reboot specific Windows VMs, Console PCs at all dispatch sites, and NM Clients after Software Update Subscription (SUS) updates.

• Manage Depot repair with FSO support and verify radios are repaired upon return.

**System and Meeting Participation:**

• Manage Genesis iVista systems and reports.

• Manage NICE IP Logging system and pull audio recordings.

• Attend and participate in periodic Regional Radio Managers meetings to represent MWAA.

• Participate in monthly MWAA staff meetings via Microsoft Teams Meetings.

**Motorola ASTRO25 Systems:**

• Strong working knowledge of ASTRO25 systems and their customer applications.

• 2+ years of experience in ASTRO25 system administration and operation (Motorola training and certification preferred).

**Customer Service and Technical Experience:**

• 5+ years of experience in a customer-facing role such as System Technologist, System Manager, or Customer Service Manager.

• 2+ years of technical customer service experience.

**Industry Knowledge:**

• Working knowledge of Motorola’s Technology Roadmaps and their impact on future customer needs.

• General understanding of communications industry trends and their impact on future customer needs.

**Interpersonal and Communication Skills:**

• Excellent interpersonal, negotiation, presentation, and communication skills (oral and written).

• Ability to work effectively as part of a team and collaborate across Motorola organizations to proactively solve customer problems.

**Candidate Requirements:**

• High School Diploma or equivalent.

• Valid driver’s license (for operating a company vehicle).

• Ability to obtain background clearance as required by government customers.

Basic Requirements

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• 2+ years of experience in one of the following: LMR, RF Systems, Radio Frequency, Radio Communications, Wired/Wireless Communication Systems, Networking Equipment, IT, IT Systems, ASTRO25, Telecommunications, Public Safety, Engineering, Networking equipment or Military experience
• Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract