Sr Manager System Technologist Team

Company Overview

Motorola Solutions is there for our customers when everything is on the line. In extreme moments — when a hurricane lands or when a fire breaks out. And in everyday moments — when a package arrives just in time for the holiday or when a child doesn’t miss the school bus home. 

We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.

Department Overview

The Centralized Managed Support Operations (CMSO) organization is responsible for global delivery of Motorola Solutions’ product and applications support, centralized service delivery, and managed service operations.
Job Description

The Sr Manager of Support Services for NG911 will lead the emergency call handling and next-generation core services technical support (L3) group.  This role is responsible for ensuring an exceptional post-implementation customer experience that aligns with business and strategies and delights customers. Moreover, the role is responsible for achieving key performance indicators, mentoring and developing staff, and streamlining processes related to the successful operation of a geographically diverse technical support team.

​Specific Knowledge/Skills:

• Leading a geographically dispersed team providing technical support for the VESTA 9-1-1, CallWorks CallStation, VESTA NGCS and related products & services
• Directly managing, coaching, developing, and inspiring a team across multiple sites locations including Temecula, CA, Birmingham, AL and Gatineau, QC. 
• Developing and driving the implementation of repeatable, scalable and efficient service delivery models enabling service that is aligned with customer needs, services offer requirements, and product support commitments
• Working in operations frameworks that include the following responsibilities: Performance Management, Incident, Problem and Event management, and Customer Experience Relationship Management
• Partner and collaborate with Software Enterprise Engineering leaders and teams to resolve customer Incidents/Problem Tickets and provide trending data to the key stakeholders
• Ensure responsiveness - Resolve problems quickly, ensure root causes are addressed and problems do not recur, ensure customers are satisfied with timing and quality of repairs and solutions offered, and systems are appropriately used and exploited
• Knowledge and Practicing Experience of ITIL Framework and ability to leverage “best practices”
• Conduct direct report’s employee performance appraisals, as applicable, according to Motorola policies and complete by the due date
• An understanding of the Agile development methodology
• 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.

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Basic Requirements

• Bachelor Degree in Business, Operations Management, or Engineering
• 5+ years experience in Technical Customer Support or Public Safety Support
• 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.

   

Vaccine Requirement

Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees. These employees are required to submit proof of vaccination to Motorola Solutions and maintain compliance with these requirements.

Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits effective Day 1
• 401K with Company Match and Day 1 vesting
• 9 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

EEO Statement

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.