Technical System Manager

About the role

The Technical System Manager serves as the primary onsite point of contact and communications consultant for our Enterprise customer. They ensure seamless service delivery, contract compliance, and superior customer satisfaction by managing and leading day-to-day activities in meeting Motorola Solutions Maintenance Agreements.

Responsibilities

• Deliver 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.
• Verbalize and communicate concepts, recommendations, and strategies to the end customers.
• Manage and troubleshoot the customer’s radio network, understand Motorola RSS/CPS software, and program subscribers and infrastructure equipment.
• Optimize and support complex communication systems, provide technical support of specialized systems and product applications, including troubleshooting of software-driven electronics, 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.
• Have very strong knowledge of wired communications systems, such as local area networks (LAN) and wide area networks (WAN), and be proficient in computer network installation, configuration, and maintenance systems to include cabling, routers, switches, firewalls, and bridges.
• Be proficient in Microsoft Office products, Google Suite, and Motorola Radio Service Software products.
• Have excellent communications skills (written and verbal) and always present a professional image.

Operations & SLA Compliance

• Ensure strict compliance with Service Level Agreements (SLAs), specifically response and restoration time commitments.
• Coordinate all service activities, including Inventory, Configuration, Site, and User Support services.
• Engage in case management and manage the escalation process to resolve high-priority issues.
• Diagnose system failures and facilitate call management as required.

Reporting Responsibilities

• Maintain accurate records and service history statistics.
• Review service information and quality reports generated by the system service database.
• Monitor and report system availability metrics to the customer on a monthly basis.
• Coordinate on-going continuous improvement efforts for the system.
• Monitor MTN (Motorola Technical Notifications) and Upgrade Bulletins, communicate to customers, MSS, and/or Field Service Organization.
• Aid in preparing briefings for Customers, Service Partners, and/or Motorola Management as required.

Candidate Requirements

• Technical Certifications: Appropriate technical certifications for the role (e.g. CompTIA, Network+, Security+, etc.).
• 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 by assigned customers.
• Legal Authorization: Must have the ability to work in the U.S. indefinitely.

Basic Requirements

• Bachelor’s degree OR 5+ 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. Citizenship with the ability to obtain necessary security clearance as required by contract(s).