System Manager - Field Based

Company Overview

At Motorola Solutions, we believe that everything starts with safety. It’s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we’re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.

Department Overview

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.
Dedicated and responsible for the Virginia International Terminals MotoTrbo Radio System. The System Manager must reside in or near Norfolk, VA. The System Manager will work at the customer site 5 days a week 8 hours a day and is readily available to attend to customer issues and system issues as needed - Including after hour emergency.
Job Description

• The System Manager is the Customer’s primary point of contact within Motorola and 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.
• Ensure 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.
• Ensure 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.
• Regularly meet with the designated customer contacts to review system maintenance and repair activities, and discuss customer objectives and concerns.
• Track and manage financials for service deliverables (overall budget, internal and 3rd party expenditures, profitability, etc.).
• Assist Sales and Pre-Sale teams in development of proposals and overall efforts for offering additional services to the account. 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).
• 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:

• Relationship Management
• Contract Renewals
• Proposals
• Accurate Forecasting
• Compliance (Governmental and Motorola contracting requirements and procedure)
• P&L Performance
• Work To Targets / Goals
• Maintain radio system data such as alias and radio ID updates, console templates, and TG and encryption configurations. Including use of Radio Management and Radio Central
• Monitor the radio system alarms as well as the investigation and analysis of alarms.
• Manage the Radio Control Manager inhibit and enable lost radio subscribers on the radio system.
• Review and test customer created radio subscriber codeplugs.
• Investigate/resolve system alarms on the radio system.
• Manage Depot repair.
• Verify radios are repaired once returned from repair.
• Provide monthly system reports to customer.
• Maintain subscriber database.
• Requires a Transportation Workers Identification Card (TWIC) badge for port access.
• Manage day to day activities of FSO on site technician.
• Manage repair parts, and repair shop activities.
• Work with third party vendors and manage projects.

Candidate Requirements:

• Strong working knowledge of Motorola MotoTrbo systems and their applications by customers.
• 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.
• 2+ years experience with Motorola ASTRO25 system administration and operation, with Motorola training and certification preferred.
• Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract(s).
• Working knowledge of Motorola’s Technology Roadmaps and their impact on customer’s future needs
• 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
• Valid driver’s license as the candidate will be operating a company vehicle.

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Basic Requirements

• 5+ years experience in one of the following: Electronics Technician, System Technologist, System Manager, Customer Service Manager (or related Customer Contact role) OR Field Service Experience with one or more of the following: LMR, RF systems, Wired/Wireless Communication Systems, IT Systems or Networking equipment.
• Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract(s).

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.