System Manager - Fulton 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 local service providers in all maintenance activities for Fulton County, Georgia.
• Manage and lead day‑to‑day activities in meeting Motorola Solutions contractual commitments documented in the Maintenance Agreements with customers.
• Manage and lead our relationships with local service partners.
• Manage and lead our relationships with the customers.
• Ensure that customer satisfaction goals are met both internally and with the customers.
• Procure and coordinate any internal resources that may be needed.
• Collaborate with service leadership to gain a comprehensive understanding of customers and their contracts, enabling accurate revenue forecasting.
• Ensure compliance with response/restoration time commitments.
• 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.

• 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 ongoing 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.

• 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.

• Must be able to lift and operate 25 - 50 lbs.
• The System Manager must live within a 25 minute response time to Fulton County, Georgia.
• 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 Manager.
• Be onsite at customer location as required to maintain P25 System performance and manage day‑to‑day oversight.
• Portion of job function allows work from home balance.
• 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.