System Manager

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department OverviewIt'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.
As the System Manager for the Berks County, PA 700 MHz Digital P25 Public Safety Radio Systems at Motorola Solutions, you will play a crucial role in ensuring the smooth operation of the system. This position requires the System Manager to be located in or near Berks County, PA, and work at the customer site or remotely for 8 hours a day, 5 days a week. You will be readily available to attend to customer and system issues as needed, building strong and long-term business relationships with our valued customers. Join our team and be on the front lines of our organization, promoting our products and services to ensure the highest level of customer satisfaction.
Job Description

• The System Manager assumes a pivotal role as the primary point of contact within Motorola Solutions, acting as a trusted communications consultant and manager of contracted services for our valued customers. This position involves close collaboration with various stakeholders, including the Customer, Systems Support Center, Dispatch Operations, Product Groups, Factory, System Engineering, System Integration, Field Service Organization, Service Support Network, third-party contractors, and local servicers.
• Responsibilities of the System Manager encompass ensuring compliance with warranty/maintenance contract terms and conditions. This includes overseeing System Administration, Inventory Management, Configuration Management, Site Management, User Support, Vendor Management, Operational Assessment, and System Planning. The coordination of service activities and adherence to contract requirements are paramount.
• The System Manager plays a crucial role in maintaining compliance with response/restoration time commitments. Leveraging available tools and resources, emergency service efforts and escalation procedures are managed effectively. The System Manager provides valuable analysis, recommendations, and fault diagnostic information to achieve optimal system performance and utilization.
• Regular meetings with designated customer contacts are conducted to review system maintenance and repair activities and address customer objectives and concerns. Financial oversight of service deliverables, including budget management, internal and third-party expenditures, and profitability tracking, is also a key responsibility.
• Additionally, the System Manager supports Sales and Pre-Sale teams in the development of proposals and the provision of additional services to the account. This extends to direct collaboration with customers for potential opportunities that may not require sales or pre-sale assistance.
• Working closely with the project team, the System Manager assists in the overall completion of the initial contract and any subsequent expansions. This entails coordinating the launch of new services as sites or equipment reach operational status, addressing conflicts with project team goals, and providing assistance when necessary.
• Maintain and update radio system data, including alias and radio ID updates, console templates, TG and encryption configurations, using Radio Management and Radio Central.
• Monitor, investigate, escalate, and resolve UEM alarms effectively.
• Manage the inhibit and un-inhibit process for lost radio subscribers on the radio system through Radio Control Manager.
• Perform reboots for specific Windows VMs, Console PCs at dispatch sites, and NM Clients after SUS updates (Software Update Subscription).
• Maintain 3rd party equipment databases, such as NICE Inform, CommandCentral Aware, and WAVE.
• Perform User Administration for all applications, including 3rd party products.
• Manage MotoPatch local CEN devices.
• Oversee DiagnostX systems and generate reports.
• Manage NICE IP Logging system and retrieve audio recordings as needed.
• Coordinate with shop support for managing the MACH Alert system
• Coordinate with 3rd party shop support for managing Depot repairs and verifying proper repair of returned radios.
• Familiarity with Command Central Aware.
• Familiarity with WAVE.
• Maintain and update subscribers in IMW.
• Provide monthly system reports to the customer and attend monthly service meetings with the customer and shop.

​Additional Responsibilities:

• Relationship Management: Foster and maintain strong relationships with customers, understanding their needs and ensuring customer satisfaction.
• Contract Renewals: Manage contract renewals, proactively engaging with customers to secure renewals and drive revenue growth.
• Proposals: Develop and present compelling proposals to customers, effectively communicating the value of our products and services.
• Accurate Forecasting: Provide accurate and timely sales forecasting, analyzing market trends and customer insights to predict future sales performance.
• Compliance: Ensure compliance with both governmental regulations and Motorola contracting requirements and procedures.
• P&L Performance: Take ownership of profit and loss performance, driving revenue growth and managing costs to meet or exceed financial targets.
• Working to Targets/Goals: Work diligently to achieve sales targets and goals, developing strategies and executing plans to drive business success.

Candidate Requirements

• Must be a U.S. citizen with the ability to obtain necessary security clearance as required by government contract.
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
• Must possess a current and valid driver's license, no traffic violations, and have a clean driving record.

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Basic Requirements

• 5+ years experience of experience with one of the following: System Technologist, System Manager, Customer Service Manager, Technical Customer Service, Motorola Equipment, ASTRO25, System Administration, Operations, Military experience, Systems Support Center, Dispatch Operations, Product Groups, Factory, System Engineering, System Integration, Field Service Organization, Service Support Network, Radio Frequency, RF Systems, WAVE, Public Safety, Telecommunications

Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

Our U.S. Benefits include:

• 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
• and more

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you'd like to join our team but feel that you don't quite meet all of the preferred skills, we'd still love to hear why you think you'd be a great addition to our team.

We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email