Service Delivery Manager - Greater Los Angeles

About the role

The Service Delivery Manager (SDM) role at Motorola Solutions focuses on upgrading, implementing, and maintaining complex Communication Systems at customer sites. This includes installing subscriber mobile units, system upgrades, optimization, and repairing critical components such as infrastructure, loggers, subscribers, computers, servers, and network equipment.

Responsibilities

• Cultivate and manage strong relationships with the customer and local service partners
• Lead and manage day-to-day activities to meet all contractual commitments outlined in the Maintenance Agreements
• Ensure high customer satisfaction, meeting both internal and external goals
• Procure and coordinate necessary internal resources
• Ensure strict compliance with all committed response and restoration times
• Remotely diagnose system failures and facilitate call management procedures
• Manage emergency service efforts and all escalation procedures
• Perform installation and removal of mobile communication equipment, including associated cabling, at customer locations or in vehicles
• Execute simple troubleshooting and repair of existing equipment installations as required
• Accurately document all work details, including customer information, parts used, equipment, and specific customer instructions
• Responsible for the proper care and maintenance of all assigned company assets
• Responsible for the calibration of assigned test equipment and maintaining an up-to-date test equipment database
• Process all expense reports
• Maintain precise records and service history statistics
• Review service information and quality reports generated by the system service database
• Provide the customer with monthly reports on system metrics
• Communicate user issues as they arise
• Collaborate with the Customer, Service Partner, Motorola System Engineers, and third-party contractors to review and ensure compatibility of design recommendations for system upgrades, additions, modifications, and improvements
• Partner with the Motorola Account Executive to identify and pursue new sales opportunities

Requirements

• Technical Certifications: Appropriate technical certifications for the role (e.g., Certified Electronics Associate, R56, CompTIA, Network+, Security+, CCNA, PMP, etc.) must be achieved within six months of hire
• Training and experience in configuring, testing, and optimizing current Motorola two-way radio and subscriber equipment
• Availability: Must be available 24/7/365. Willingness to work weekends, holidays, and varying schedules is sometimes required
• Travel: Estimated travel is 25-50%
• Driver's License: Must possess and maintain a valid driver’s license and driving record
• Clearance: Must be able to pass a background check and obtain background clearance as required by assigned customers

Qualifications

• 3+ years of technical experience in one of the following: LMR, RF Systems, Radio Frequency, Radio Communications, Wired/Wireless Communication Systems, Networking Equipment, IT, IT Systems, Telecommunications, Public Safety, Engineering, Networking equipment or Military experience
• U.S. citizen with the ability to obtain necessary security clearance as required by contract(s)

Skills

• Self-motivated, quick learner, and effective team member with excellent communication skills
• Hands-on experience with Motorola P25 7.X systems, networking, and RF systems
• Strong knowledge of Motorola subscribers, devices, programming, CPS, Radio Manager, Provisioning Manager and related applications

Benefits

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave