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.

The Video and Software Services (VSS) Field Support organization is the team that supports our public safety agencies throughout the world. We are committed to providing services for our customers who use MSI products; allowing them to focus on their mission and enable them to respond faster. Our field teams are focused on providing services and administration of various public safety software products such as 9‑1‑1 Call Handling, Real‑Time Crime Center, Computer Aided Dispatch, Records Management Systems, Jail Management Systems and Mobile Data Computing, among other offerings.

Candidate Must Reside within a commutable distance of Anne Arundel County, MD and must be willing to work onsite at customer location in Anne Arundel County, MD

This role will be responsible for delivering on MSI's Maintenance Agreement by coordinating with the local service provider in all maintenance activities. In addition, this person will be responsible for looking for and growing MSI's role in providing additional services for this customer.

• Manage and lead day to day activities in meeting MSI's contractual commitments documented in the Maintenance Agreement with the customer
• Manage and lead our relationship with the local service partner
• Manage and lead our relationship with the customer
• Ensure that customer satisfaction goals are meet both internally and with the customer
• Procure and coordinate any internally resources that maybe needed
• Insures compliance with response/restoration time commitment
• Remotely diagnose system failure and facilitate call management as applicable
• Manage Emergency Service efforts and escalation procedures
• 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 on‑going continuous improvement efforts for system
• Coordinate efforts to develop new metrics for measurements
• Monitor PSB/SRN and SER Upgrade Bulletins and communicate to Customer/MSS or FSO
• Prepare briefings for Customers, Service Partner or Motorola Management as required
• Work with Customer and Motorola Sales AE 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 AE to identify new sales opportunities
• Strong written and oral communication skills. (Fluent in English, oral and written)
• Strong soft skills, interpersonal communication, and problem-solving skills.
• Ability to handle stressful situations & troubleshoot critical issues while maintaining effective communication with Customer and Motorola Management.
• Microsoft MCSE or equivalent experience
• Cisco CCNA certifications or related experience
• In depth installation, configuration, and troubleshooting experience for Windows Server 2008, 2012, Windows 7, Windows 10 Operating Systems
• Experience with Windows Domain architecture/ integration / Active Directory
• Experience in providing Linux/UNIX technical support to customers
• Experience with troubleshooting various server/desktop hardware related issues
• Experience with Servers (Dell and HP)
• Experience troubleshooting LAN/WAN
• Experience with VOIP applications
• Experience troubleshooting 3rd party application integration
• Candidates with VESTA experience will be given priority consideration

This position is subject to working in high…