Motorola Solutions
Service Delivery Manager
Motorola Solutions, Virginia, Minnesota, United States, 55792
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
The US Federal Governments Markets Division (USFGMD) is chartered with being the premier, compliant supplier of world-class communications solutions to the U.S. Federal Government by providing the highest quality products, systems and services. The USFGMD will achieve this with a professional, well-trained, diverse workforce creating a positive and profitable customer relationship resulting in Total Customer Satisfaction and growth of our business.Job Description
The System Manager will be onsite at the customer’s location and be the primary point of contact within Motorola Solutions and must act as a communications consultant and manager.
Provide customers a single point of contact for customer management and ensure service delivery and Service Level Agreements (SLA) compliance.
Serves as the primary liaison who will work closely with the internal and external customers.
Ensure the Terms and Conditions of the warranty/maintenance contract are met.
Work with System Administration Service, Inventory Management Service, Configuration Management Service, Site Management Service, User Support Service, Vendor Management, Operational Assessment, and System Planning Service.
Coordinate service activities and ensure compliance with the contract.
Ensure compliance with response/restoration time commitment.
Diagnose system failure and facilitate call management as applicable.
Point of contact for escalations.
Manage and maintain services scope as per services contract and ensure customers understand their obligations in regard to service deliverables.
Ensure that customers receive appropriate and timely reporting as required by the Services Contract.
Manage sub-contractors’ deliverables and adherence to agreed scope and outcomes.
Manage product quality issues as needed.
Engage in the case management process to ensure proper service delivery.
Additional Candidate Details:Experience with current Motorola Solutions systems and technology (Astro P25).
Good working knowledge of communications systems with the ability to interface with the Customer's technical people and provide appropriate technical support.
Familiar with P&L and Project Management.
Strong working knowledge of Motorola Solutions Radio System and their application by customers.
Highly organized, strong attention to detail, capable of significant multi-tasking, and follows all tasks through to completion.
Communicate clearly (both written and verbal) with customers and act as a professional representative of the corporation.
Understand and communicate Motorola’s sold services based on proposals and contract/award documents.
Collaborate and maintain professional relationships with key work partners, customers, and third-party vendors.
Think strategically and work through day-to-day challenges that arise with internal support organizations, Motorola service providers, and customers.
Proficient in MS Office Applications, Excel, and Google Apps, and a willingness to learn and utilize new tools within the organization.
Experience with Motorola Solutions P25 LMR System, LTR, and radio systems.
Knowledge of Radio Frequency rules and regulations.
Knowledge of IP networking technology and WLAN.
Must possess excellent interpersonal, negotiation, presentation, and communications skills, both orally and written.
Ability to work with a team while aggressively working across Motorola organizations to proactively solve customer problems.
Qualifications:3+ years experience as an Electronics Technician or Field Technician.
3+ years of customer support experience.
3+ years of IT support experience.
Strong written and oral communication skills. (Fluent in English, oral and written).
Strong teamwork, interpersonal communication, and problem-solving skills.
Working knowledge of Analog and Digital Telephony.
Microsoft MCSE or equivalent experience.
In depth installation, configuration and troubleshooting experience for Windows Operating Systems.
Experience with Windows Domain architecture/ integration / Active Directory.
Experience with Linux/UNIX.
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.
Desired Qualifications:Experience with VMware virtualization suites.
Experience with Cloud Technologies.
Experience with Computer Telephony Integration (CTI) Applications.
Experience with database related technology and administration (MySql or SQL Server).
Experience with firewalls and security related applications.
Must be a U.S. citizen with the ability to obtain necessary security clearance as required by government contract.
Must have a T/S clearance and maintain as this US Government requirement.
Basic Requirements:
Must have a T/S clearance and maintain as this US Government requirement.
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
5+ years experience in one of the following: Electronics Technician, System Technologist, System Manager, Administrator/User, Customer Support Manager, System Engineering or Public Safety System Networks or Field Service Experience with one or more of the following: LMR, RF systems, Radio Communications, Radio Frequency, Electronics, Wired/Wireless Communication Systems, IT Systems, Telecommunications, Public Safety, Engineering or Networking equipment.
Travel Requirements:
Under 10%Relocation Provided:
NonePosition Type:
ExperiencedReferral Payment Plan:
YesOur U.S. Benefits include:Incentive Bonus PlansMedical, Dental, Vision benefits401K with Company Match10 Paid HolidaysGenerous Paid Time Off PackagesEmployee Stock Purchase PlanPaid Parental & Family Leaveand more!EEO StatementMotorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email ohr@motorolasolutions.com.
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The US Federal Governments Markets Division (USFGMD) is chartered with being the premier, compliant supplier of world-class communications solutions to the U.S. Federal Government by providing the highest quality products, systems and services. The USFGMD will achieve this with a professional, well-trained, diverse workforce creating a positive and profitable customer relationship resulting in Total Customer Satisfaction and growth of our business.Job Description
The System Manager will be onsite at the customer’s location and be the primary point of contact within Motorola Solutions and must act as a communications consultant and manager.
Provide customers a single point of contact for customer management and ensure service delivery and Service Level Agreements (SLA) compliance.
Serves as the primary liaison who will work closely with the internal and external customers.
Ensure the Terms and Conditions of the warranty/maintenance contract are met.
Work with System Administration Service, Inventory Management Service, Configuration Management Service, Site Management Service, User Support Service, Vendor Management, Operational Assessment, and System Planning Service.
Coordinate service activities and ensure compliance with the contract.
Ensure compliance with response/restoration time commitment.
Diagnose system failure and facilitate call management as applicable.
Point of contact for escalations.
Manage and maintain services scope as per services contract and ensure customers understand their obligations in regard to service deliverables.
Ensure that customers receive appropriate and timely reporting as required by the Services Contract.
Manage sub-contractors’ deliverables and adherence to agreed scope and outcomes.
Manage product quality issues as needed.
Engage in the case management process to ensure proper service delivery.
Additional Candidate Details:Experience with current Motorola Solutions systems and technology (Astro P25).
Good working knowledge of communications systems with the ability to interface with the Customer's technical people and provide appropriate technical support.
Familiar with P&L and Project Management.
Strong working knowledge of Motorola Solutions Radio System and their application by customers.
Highly organized, strong attention to detail, capable of significant multi-tasking, and follows all tasks through to completion.
Communicate clearly (both written and verbal) with customers and act as a professional representative of the corporation.
Understand and communicate Motorola’s sold services based on proposals and contract/award documents.
Collaborate and maintain professional relationships with key work partners, customers, and third-party vendors.
Think strategically and work through day-to-day challenges that arise with internal support organizations, Motorola service providers, and customers.
Proficient in MS Office Applications, Excel, and Google Apps, and a willingness to learn and utilize new tools within the organization.
Experience with Motorola Solutions P25 LMR System, LTR, and radio systems.
Knowledge of Radio Frequency rules and regulations.
Knowledge of IP networking technology and WLAN.
Must possess excellent interpersonal, negotiation, presentation, and communications skills, both orally and written.
Ability to work with a team while aggressively working across Motorola organizations to proactively solve customer problems.
Qualifications:3+ years experience as an Electronics Technician or Field Technician.
3+ years of customer support experience.
3+ years of IT support experience.
Strong written and oral communication skills. (Fluent in English, oral and written).
Strong teamwork, interpersonal communication, and problem-solving skills.
Working knowledge of Analog and Digital Telephony.
Microsoft MCSE or equivalent experience.
In depth installation, configuration and troubleshooting experience for Windows Operating Systems.
Experience with Windows Domain architecture/ integration / Active Directory.
Experience with Linux/UNIX.
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.
Desired Qualifications:Experience with VMware virtualization suites.
Experience with Cloud Technologies.
Experience with Computer Telephony Integration (CTI) Applications.
Experience with database related technology and administration (MySql or SQL Server).
Experience with firewalls and security related applications.
Must be a U.S. citizen with the ability to obtain necessary security clearance as required by government contract.
Must have a T/S clearance and maintain as this US Government requirement.
Basic Requirements:
Must have a T/S clearance and maintain as this US Government requirement.
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
5+ years experience in one of the following: Electronics Technician, System Technologist, System Manager, Administrator/User, Customer Support Manager, System Engineering or Public Safety System Networks or Field Service Experience with one or more of the following: LMR, RF systems, Radio Communications, Radio Frequency, Electronics, Wired/Wireless Communication Systems, IT Systems, Telecommunications, Public Safety, Engineering or Networking equipment.
Travel Requirements:
Under 10%Relocation Provided:
NonePosition Type:
ExperiencedReferral Payment Plan:
YesOur U.S. Benefits include:Incentive Bonus PlansMedical, Dental, Vision benefits401K with Company Match10 Paid HolidaysGenerous Paid Time Off PackagesEmployee Stock Purchase PlanPaid Parental & Family Leaveand more!EEO StatementMotorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email ohr@motorolasolutions.com.
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