- Bachelor's degree
- Associate's degree
- Customer service
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At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.
Dedicated and responsible for the State of Maryland Motorola ASTRO25 Statewide radio system. System Manager resides in or near the State of Maryland and is readily available to attend to customer and system issues as needed.
Our people are on the front lines of our organization, building strong, long term business relationships and promoting our products and services to our valued customers
The System Manager is the Customer's primary point of contact within Motorola and acts as the communications consultant and manager of contracted services. The System Manager serves as the primary liaison who will work closely with 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, the local service provider(s) and other vendors.
The System Manager is responsible for ensuring that the Terms and Conditions of the warranty/service contract are met. This may include but not be limited to: System Administration Service, Inventory Management Service, Configuration Management Service, Site Management Service, User Support Service, Vendor Management, Operational Assessment, and System Planning Service. This person must be able to:
Coordinate service activities and ensure compliance to contract.
Ensure compliance with response/restoration time commitment.
Remotely diagnose system failure and facilitate call management as applicable.
Manage Emergency Service efforts and escalation procedures as needed.
Provide analysis, recommendations and fault diagnostic information to the Customer to achieve Best-in-Class system performance and utilization.
The System Manager will be proactive in managing the resources available to sustain optimal up-time, five-nines system availability and maximum beneficial use of the radio system. They will regularly review service information and quality reports generated by the system service database to determine an ongoing course of action. This individual also needs to be aware of all solution offerings in our portfolio, be capable of educating the customer in those offerings and have the foresight to engage sales and engineering to package the appropriate solution to meet the customer’s needs
**Must be able to obtain background clearance as required by government customer**
The System Manager is the Customer’s primary point of contact within Motorola.
The System Manager acts as communications consultant and manager of contracted services.
The System Manager serves as the primary liaison who will work closely with 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 the local servicer.
The System Manager is responsible for insuring the Terms and Conditions of the warranty/maintenance contract are met. This includes but is not limited to: System Administration, Inventory Management, Configuration Management, Site Management, User Support, Vendor Management, Operational Assessment, and System Planning. Coordinate service activities and ensure compliance to contract.
The System Manager insures compliance with response/restoration time commitment. Using available tools and resources, manage Emergency Service efforts and escalation procedures. Provide analysis, recommendations and fault diagnostic information to the customer to achieve Best-in-Class system performance and utilization.
The System Manager will meet regularly with the designated customer contacts to review system maintenance and repair activities, and discuss customer objectives and concerns.
The System Manager will track and manage financials for service deliverables (overall budget, internal and 3rd party expenditures, profitability, etc.).
The System Manager will assist Sales and Pre-Sale teams in development of proposals and overall efforts for offering additional services to the State. This will also include working directly with the customer for potential opportunities that do not require sales / pre-sale assistance (for both traditional and non-traditional services).
The System Manager will work with the project team, who is continuing to implement the system (and additional expansions), to assist in the overall completion of the initial contract. This will include coordination for launching new services (when new sites / equipment are moving to operational status), identifying and managing conflicts with project team goals (resources, schedule, deliverables, etc.), and providing assistance (when appropriate).
Job Description also includes the following:
Compliance (Governmental and Motorola contracting requirements and procedure)
Working To Targets / Goals
Specific Knowledge Skills
Must possess excellent interpersonal, negotiation, presentation, and communications skills, both orally and written.
Ability to be a part of a team while aggressively working across Motorola organizations to proactively solve customer problems.
5+ years experience as a System Technologist, System Manager, Customer Service Manager, or related customer contact position.
2+ years of technical customer service experience.
Associates degree from an accredited college or university in Electrical Engineering Technology or related field preferred.
General understanding of communications industry trends and their impact on customer’s future needs
Must be able to obtain background clearance as required by government customer
Bachelors degree and 3+ years or 6+ years experience as a System Technologist, System Manager, Customer Service, Sales Support, Account Management, Engineer or related customer contact position.
Referral Payment Plan
Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.