RMS System Manager - US Onsite

Summary

Motorola Solutions is a global community focused on enhancing public safety through innovative technology. The RMS System Manager will be responsible for managing day-to-day activities related to maintenance agreements and ensuring customer satisfaction while coordinating with local service providers.

Responsibilities

• Manage and lead day to day activities in meeting MSI’s contractual commitments documented in the Maintenance Agreement with the customer
• 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. The System Manager/Technical Consultant’s responsibilities include but are not limited to:
• 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 met both internally and with the customer
• Procure and coordinate any internal resources that may be 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

Skills

• High School diploma, or Associates or Bachelor's degree in IT, Public Safety, or Technology
• Must be able to obtain a background clearance as required by our government customers
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position
• Bachelor's degree in IT, or Technology preferred
• 3+ years of IT or Public Safety experience preferred
• 3+ years Computer Science, Networking, Engineering, System Maintenance experience (public safety system experience preferred)
• 3+ years of Public Safety Applications experience involving CAD/RMS/Mobile, and other emergency 911 center equipment greatly preferred
• Proven track record working with or deploying enterprise hardware and software solutions; HP preferred
• Experience creating positive working relationships with customers and application end users
• Able to function effectively in a fast-paced, demanding environment that regularly requires the ability to multitask
• Excellent verbal and written communication skills
• Comfortable working both alone and in a team environment
• Experience with Microsoft Windows Server and Desktop Operating Systems (MCSA/MCSE skills)
• Experience with Microsoft SQL Server, ODBC and Ops Manager (SCOM)
• Experience with Public Safety Applications including CAD, Mobile and RMS
• Ability to troubleshoot application system issues including hardware, network and third-party components

Qualifications

Must Haves

• High School diploma, or Associates or Bachelor's degree in IT, Public Safety, or Technology
• Must be able to obtain a background clearance as required by our government customers
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position

Nice to Haves

• Bachelor's degree in IT, or Technology preferred
• 3+ years of IT or Public Safety experience preferred
• 3+ years Computer Science, Networking, Engineering, System Maintenance experience (public safety system experience preferred)
• 3+ years of Public Safety Applications experience involving CAD/RMS/Mobile, and other emergency 911 center equipment greatly preferred
• Proven track record working with or deploying enterprise hardware and software solutions; HP preferred
• Experience creating positive working relationships with customers and application end users
• Able to function effectively in a fast-paced, demanding environment that regularly requires the ability to multitask
• Excellent verbal and written communication skills
• Comfortable working both alone and in a team environment
• Experience with Microsoft Windows Server and Desktop Operating Systems (MCSA/MCSE skills)
• Experience with Microsoft SQL Server, ODBC and Ops Manager (SCOM)
• Experience with Public Safety Applications including CAD, Mobile and RMS
• Ability to troubleshoot application system issues including hardware, network and third-party components

Benefits

• 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