Technical System Manager

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Motorola Solutions, a trusted global partner for over a century, ensures peak performance of mission‑critical government and enterprise operations. Our Managed & Support Services organization manages hundreds of networks worldwide, dedicated to delivering exceptional reliability, continuity, and risk reduction. We pride ourselves on maintaining seamless service delivery, driving technical excellence, and ensuring our customers have the robust, state‑of‑the‑art communications architecture they need to keep their operations moving safely and efficiently.

As the Technical System Manager, you will serve as the primary onsite point of contact and communications consultant for our Enterprise customer. You are the face of Motorola Solutions, ensuring seamless service delivery, contract compliance, and superior customer satisfaction. The role involves delivering on Motorola Solutions Maintenance Agreements by coordinating with local service providers, 3rd Party Partners, other MSI Service Organizations and the customers in all maintenance activities for this customer.

• Coordinate everyday maintenance and knowledge transfer on Motorola Land Mobile Radio Products including Astro 25 trunking and 3rd party products.
• Manage and lead day‑to‑day activities to meet Motorola Solutions contractual commitments documented in the Maintenance Agreements.
• Verbalize and communicate concepts, recommendations and strategies to end customers.
• Assist in design, troubleshooting, and maintenance of the customer’s radio network.
• Understand and program Motorola RSS/CPS software and infrastructure equipment.
• Knowledge of Motorola infrastructure technologies including Astro 25 cores, MCC console line and 3rd party partners and networking equipment.
• Optimize and support complex communication systems, including legacy analog, advanced digital P25 and data infrastructure.
• Provide technical support of specialized systems and product applications, provisioning of communication system infrastructure and performance optimization of RF and broadband architecture.
• Program, configure, optimize, test and document complex communications systems.
• Provide weekly reports of activities and accomplishments.
• Manage storm response efforts and escalation procedures.
• Be available for after‑hours response during critical customer‑impacting outages as needed.
• Remotely diagnose system failure and facilitate call management as applicable.
• Maintain strict compliance with Service Level Agreements (SLAs) for response and restoration time commitments.
• Coordinate all service activities, including inventory, configuration, site, and user support services.
• Engage in case management and manage escalation process to resolve high‑priority issues.
• Maintain accurate records and service history statistics, review service information and quality reports, and monitor system availability metrics.
• Coordinate ongoing continuous improvement efforts, monitor MTN and Upgrade Bulletins, and communicate to customers, MSS, and Field Service Organization.
• Assist with preparing briefings for customers, service partners and/or Motorola management as required.

• Technical
  
  Certifications:
  
  Appropriate technical certifications for the role (e.g., CompTIA, Network+, Security+).
• Availability:
  Ability to work a flexible schedule, including weekends and holidays, and provide after‑hours emergency support during critical customer‑impacting outages.
• Driver’s License:
  Must possess and maintain a valid driver’s license and driving record.
• Clearance:
  Must be a U.S. Citizen, able to pass a background check and obtain a Secret Clearance as required…