System Manager

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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that's critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview
Motorola Solutions provides frontline personnel, such as firefighters and police officers, with advanced situational awareness tools for critical situations. As a leader in professional mobile communications systems, we leverage our impactful innovations, rich technological history, and significant global presence to demonstrate our expertise. Our primary focus is on delivering mission-critical digital mobile communication systems to government and public safety organizations.

Beyond technology, optimal performance is crucial. For over 95 years, Motorola Solutions has been a trusted global partner for government and enterprises. Our extensive leadership, innovative spirit, and experience in managing and supporting numerous networks in over 100 countries uniquely equip us to handle the challenges of mission-critical operations. We ensure continuity, boost productivity, and mitigate risk, enabling peak performance when every second and reliability are paramount. We are dedicated to meeting both current and future needs.

The System Manager's role is specifically dedicated to the Virginia State Police, ASTRO 25 VHF Trunking System. This individual MUST reside in or near Virginia to be present at the customer site 5 days a week, 8 hours a day. The System Manager must also be readily available to address customer and system issues as they arise.

Job Description
The System Manager serves as Motorola Solutions' primary customer contact, functioning as a communications consultant and manager of contracted services. They act as the main liaison, collaborating with the customer, the Systems Support Center, Dispatch Operations, Product Groups, the Factory, System Engineering, System Integration, the Field Service Organization, the Service Support Network, third-party contractors, and the local servicer.

• Contractual Compliance: Ensuring all terms and conditions of the maintenance contract are met, encompassing System Administration, Inventory Management, Configuration Management, Site Management, User Support, Vendor Management, Operational Assessment, and System Planning.
• Service Coordination: Coordinating service activities and ensuring adherence to contract obligations, including compliance with response/restoration time commitments. This involves managing emergency service efforts and escalation procedures using available tools and resources. The System Manager also provides analysis, recommendations, and fault diagnostic information to the customer to optimize system performance and utilization.
• Customer Relationship Management: Regularly meeting with designated customer contacts to review system maintenance and repair activities, and to discuss customer objectives and concerns.
• Financial Management: Tracking and managing financials for service deliverables, including overall budget, internal and third-party expenditures, and profitability.
• Business Development Support: Assisting Sales and Pre-Sale teams in developing proposals and efforts to offer additional services. This also involves working directly with the customer to identify potential opportunities that do not require sales/pre-sale assistance for both traditional and non-traditional services.
• Project Team Collaboration: Working with the project team during system implementation and expansions to ensure the completion of the initial contract. This includes coordinating the launch of new services, identifying and managing conflicts with project team goals (resources, schedule, deliverables), and providing assistance as needed.
• Client & Contract Management: Relationship Management, Contract Renewals, Proposal Development, Accurate Forecasting, Compliance (Governmental and Motorola contracting requirements and procedures), P&L Performance, Achieving Targets/Goals, Provide monthly system reports to appropriate management and attend monthly service meetings as required.
• Radio System Administration & Maintenance: Maintain radio system data such as alias and radio ID updates, console templates, and TG and encryption configurations. Including the use of Radio Management and Radio Central
• Monitor, investigate, escalate, and manage the resolution of UEM alarms.
• Managing the Radio Control Manager inhibit and un-inhibit lost radio subscribers on the radio system.
• Develop strong third-party relationships with our vendors and their sub-contractors, i.e. Nokia MPLS Management, VERINT, Infinity, Sound Communications
• Work with the Upgrade Operations Team during ASTRO system upgrades.
• Investigate/resolve system alarms on the radio system and related service to include Verint
• Reboot for specific Windows VM's, Console PC's at all dispatch sites, and the NM Clients after SUS (Software Update Subscription) updates.
• Perform User Administration for all applications, including 3rd party products.
• MotoPatch local CEN devices
• Manage Verint IP Logging system and pull audio recordings
• Familiar with Command Central Aware.
• Familiar with the customer's LMR upgrade/lifecycle path/roadmap
• Maintain and update subscribers in IMW
• Provide monthly system reports to the customer.
• Strong working knowledge of Motorola ASTRO25 systems and their applications by customers.
• Familiarity with FortiGate and Juniper firewalls, updating firewall policies, TCP/IP, dynamic routing protocols, troubleshooting networks, MPLS, and MPLS services.
• Experience with microwave fundamentals
• CompTIA Network+ Certification
• CompTIA Security+ Certification
• Ability to be a part of a team while aggressively working across Motorola organizations to proactively solve customer problems.
• 5+ years experience as a System Technologist, System Manager, Technical Customer Service Manager, or related customer contact position.
• 2+ years experience with Motorola ASTRO25 system administration and operation, with Motorola training and certification preferred.
• Working knowledge of Motorola's Technology Roadmaps and their impact on customer's future needs
• General understanding of communications industry trends and their impact on customer's future needs

Candidate Requirements

• This position requires residing within a one-hour commuting distance of the customer sites located in Virginia
• Travel up to 10% for training and customer support.
• Must have a current, valid driver's license and no traffic violations
• Required to complete Standard Form 89 Questionnaire for National Security Positions.
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
• Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract(s)
• Must be able to provide customer training on infrastructure
• Must be willing and capable of meeting the requirements to obtain a DHS Public Trust Clearance.
• Must possess excellent interpersonal, negotiation, presentation, and communications skills, both orally and written.
• Must have excellent communications skills and always present a professional image.

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.

Target Base Salary Range: $80,000 - $125000 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

Basic Requirements

• 5+ years of experience in one of the following: 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, Radio System Administration & Maintenance, Client & Contract Management, Contractual Compliance, Customer Management or Military experience
• Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract(s)
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements
Under 25%

Relocation Provided
None

Position Type
Experienced

Referral Payment Plan
Yes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K
• 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 complete this Reasonable Accommodations Form so we can assist you.