System Manager - Gwinnett County, GA

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.

It’s not just about having the right technology, it’s about achieving peak performance. Motorola Solutions has served as a trusted partner to government agencies and enterprises worldwide for more than 95 years. Our years of leadership, innovation and experience managing and supporting hundreds of networks in more than 100 countries help answer the challenges of mission critical operations – ensure continuity, enhance productivity and reduce risk – helping achieve peak performance.

When every second counts and performance reliability is a must – we are ready and able to serve today, tomorrow and into the future.

The System Manager will be responsible for delivering on Motorola Solutions Maintenance Agreements by coordinating with the local service providers in all maintenance activities for Gwinnett County, GA. Responsible for looking for and growing Motorola Solutions role in providing additional services for this customer. Manage and lead day to day activities in meeting Motorola Solutions contractual commitments documented in the Maintenance Agreements with the customers.

Manage and lead our relationships with the local service partners. Manage and lead our relationships with the customers. Ensure that customer satisfaction goals are met both internally and with the customers.

• Work with Customers and Motorola Sales Account Executives to formulate future communications requirements
• Work with Customer, Service Partner, Motorola System Engineers, and third party contractors to review design recommendations for upgrades, additions, modifications, and/or improvements to radio communications system to insure compatibility
• Work with Motorola Account Executive to identify new sales opportunities
• Maintain accurate records and service history statistics
• Review service information and quality reports generated by system service database
• Monitor and report system availability metrics to the customer on a monthly basis
• Communicate user issues as they occur
• Coordinate on‑going continuous improvement efforts for the system
• Coordinate efforts to develop new metrics for measurements
• Monitor MTN (Motorola Technical Notifications) and Upgrade Bulletins, communicate to customers, MSS and/or FSO
• Prepare briefings for Customers, Service Partners and/or Motorola Management as required
• Procure and coordinate any internal resources that may be needed
• Collaborate with service leadership to gain a comprehensive understanding of your customers and their contracts, enabling accurate revenue forecasting
• Ensures compliance with response/restoration time commitment
• Remotely diagnose system failure and facilitate call management as applicable
• Manage Emergency Service efforts and escalation procedures
• Be available for after hours response during critical customer impacting outages as needed

• Bachelor’s degree or 5+ years of experience with LMR, RF Systems, Radio Communications, Radio Frequency, Motorola equipment, Wired/Wireless Communication Systems, IT Systems, Telecommunications, Public Safety, Engineering, Networking Equipment, IP Networking, Solutions Architecture, ASTRO 25, P25, WAVE VoIP, or Military experience
• Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract(s)
• Must be able to lift and operate 25-50 lbs
• Must live within a 60 minute response time to Gwinnett County, GA
• Must be familiar with Astro P25 infrastructure management to include RF (Combiners, Base Station Fundamentals, Astro Application Suite of products)
• Be able to work in Google Suite, MS Excel and Word to produce reports and deliver financial updates to…