System Manager - State of Mississippi

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

Dedicated to and responsible for the State of Mississippi public safety system. This is a major state-wide system consisting of 154 sites operating within the 700/800 MHz range. The System Manager works directly with the customer and technical team to deliver on assigned objectives which include ensuring the integrity and reliability of the customers’ communication network by:
1. Building customer relationships and instilling customer confidence in Motorola
as a service provider.
2. Working as a technical resource (SME) to proactively manage all technical
deliveries and/or network problems with impacting client communication systems
(including those requiring escalations)
3. Facilitating product/system upgrades and scheduled maintenance outages
(including managing the work of third-party service providers), and working to
ensure both customer satisfaction and customer retention.
4. Working with Motorola’s Sales team (and other internal teams) to
grow/enhance the assigned portfolio (new services).
Job Description

• The System Manager is the Customer’s primary point of contact within Motorola and must act as a communications consultant and manager of contracted services

• 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 not only work closely with the Customers but as well the 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 services

• Responsible for ensuring the Terms and Conditions of the warranty/maintenance contract are met

  • This includes but is not 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. Coordinate service activities and ensure compliance with the contract

• Ensures compliance with response/restoration time commitment

• Diagnose system failure and facilitate call management as applicable

• Track territory revenue and growth opportunities

• Manage Emergency Service efforts and escalation satisfaction involves proper delivery and execution of service contracts

  • If any service is not being performed up to contracted specifications or a process is not producing the correct results, the SM will become involved and find a solution

• 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 Motorola Solutions Technical Notifications (MTN)

• Engage as needed in the case management process to ensure proper service delivery

Additional Candidate Details:

• Experience with current Motorola Solutions systems and technology such as P25, SmartZone, SmartNet, and LMR is required

• 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 at a working level Motorola’s sold services based on proposals and contract/award documents

• Collaborate and maintain professional relationships with key work partners across the corporation and third-party vendors for achieving timely business objectives

• 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

• Must be able to obtain background clearance as required by government customers.

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Basic Requirements

 Bachelor’s degree or 3+ years of experience as a System Manager, System Technologist, Customer Support Manager, System Engineering or Pubic Safety System Networks.  

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.