System Manager III

Overview

Coordinate the Maintenance Agreement with the local service provider for a radio communications system and grow MSI's additional services with this customer.

What you'll do

• Manage and lead day-to-day activities in meeting MSI's contractual commitments documented in the Maintenance Agreement with the customer
• Manage and lead the relationship with the local service partner
• Manage and lead the relationship with the customer
• Ensure customer satisfaction goals are met both internally and with the customer
• Procure and coordinate any internal resources that may be needed
• Ensure compliance with response/restoration time commitments
• Remotely diagnose system failures 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 the system service database
• Monitor and report system availability metrics to the customer on a monthly basis
• Communicate user issues as they occur
• Coordinate ongoing continuous improvement efforts for the 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 the radio communications system to ensure compatibility
• Work with Motorola AE to identify new sales opportunities

What you'll need

• Bachelor's degree OR 4+ 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, or Military experience
• Must be a US Citizen and able to obtain background clearance as required by a US government customer
• Legal authorization to work in the U.S. indefinitely is required
• Highly task-focused, with strong written, verbal, and interpersonal communication skills
• Basic technical background on Day 1, with the ability and willingness to learn complex P25 radio systems, patching workflows, and R56 standards on the job
• Direct experience downloading software packages and transferring files securely across local drives or air-gapped environments

Details

• Standard 5-day, 8-hour-per-day schedule (40 hours/week)
• Exact hybrid/remote breakdown to be determined by leadership
• Travel under 10%
• Employer work permit sponsorship is not available for this position
• No relocation provided