Motorola Solutions
System Manager - Metropolitan Washington Airports Authority (MWAA)
Motorola Solutions, Baltimore, Maryland, United States, 21276
Overview
Company Overview: Motorola Solutions focuses on people and safety through critical communications, video security, and command center technologies that support public safety agencies and enterprises. Department Overview
The System Manager oversees the Metropolitan Washington Airports Authority ASTRO25 800MHz radio system. This role requires on-site presence at the customer location five days a week, eight hours a day, to address customer and system issues and to build strong, long-term relationships and promote products and services. Job Description
The System Manager serves as the primary point of contact and communications consultant for the customer within Motorola, overseeing contracted services. They liaise with internal and external stakeholders including Customer, Systems Support Center, Dispatch Operations, Product Groups, the Factory, System Engineering, System Integration, Field Service Organization, Service Support Network, third-party contractors, and local servicers. Key Responsibilities
Contractual Compliance: Ensure all terms and conditions of warranty/maintenance contracts are met, covering System Administration, Inventory Management, Configuration Management, Site Management, User Support, Vendor Management, Operational Assessment, and System Planning. Coordinate service activities and ensure contract adherence. Service Performance: Guarantee compliance with response and restoration time commitments. Manage emergency service efforts and escalation procedures; provide analysis, recommendations, and fault diagnostic information to customers to optimize system performance and utilization. Customer Engagement: Regularly meet with designated customer contacts to review system maintenance and repair activities and discuss customer objectives and concerns. Financial Management: Track and manage the financials of service deliverables, including overall budget, internal and third-party expenditures, and profitability. Business Development: Assist Sales and Pre-Sale teams in developing proposals and efforts to offer additional services, and identify opportunities for traditional and non-traditional services with customers that do not require sales/pre-sale assistance. Project Collaboration: Work with the project team during system implementation and expansion to complete the initial contract, coordinate the launch of new services, manage conflicts with project goals, and provide assistance as needed. Client and Contract Management
Relationship Management Contract Renewals Proposal Development Accurate Forecasting Compliance (Governmental and Motorola contracting requirements and procedures) P&L Performance Meeting Targets and Goals Provide weekly activity reports to customers Radio System Management and Maintenance
Manage SIDA Badges for all Motorola badged employees Maintain radio system data, including alias and radio ID updates, console templates, and Talkgroup and encryption configurations Monitor and investigate radio system UEM alarms Manage the Radio Control Manager to inhibit and unhibit lost radio subscribers Review and test customer-created radio subscriber codeplugs Update and maintain two Motorola radio subscribers (1-APX7000 and 1-APX8000) assigned to the System Manager (Motorola assets) Investigate and resolve system alarms on the radio system and related services, including NICE and Genesis Assist and support MWAA radio shop personnel as needed Reboot specific Windows VMs, Console PCs at all dispatch sites, and NM Clients after SUS updates Manage Depot repair with FSO support and verify radios are repaired upon return System and Meeting Participation
Manage Genesis iVista systems and reports Manage NICE IP Logging system and pull audio recordings Attend and participate in periodic Regional Radio Managers meetings to represent MWAA Participate in monthly MWAA staff meetings via Microsoft Teams Motorola ASTRO25 Systems
Strong working knowledge of ASTRO25 systems and their customer applications 2+ years of experience in ASTRO25 system administration and operation (Motorola training and certification preferred) Customer Service and Technical Experience
5+ years of experience in a customer-facing role such as System Technologist, System Manager, or Customer Service Manager 2+ years of technical customer service experience Industry Knowledge
Working knowledge of Motorola's Technology Roadmaps and their impact on future customer needs General understanding of communications industry trends and their impact on future customer needs Interpersonal and Communication Skills
Excellent interpersonal, negotiation, presentation, and communication skills (oral and written) Ability to work effectively as part of a team and collaborate across Motorola organizations to proactively solve customer problems Candidate Requirements
High School Diploma or equivalent Valid drivers license (for operating a company vehicle) Ability to obtain background clearance as required by government customers Basic Requirements
2+ years of experience in one of the following: LMR, RF Systems, Radio Frequency, Radio Communications, Wired/Wireless Communication Systems, Networking Equipment, IT, IT Systems, ASTRO25, Telecommunications, Public Safety, Engineering, Networking equipment or Military experience Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract Travel and Other Details
Travel: Under 25% Relocation Provided: None Position Type: Experienced Referral Payment Plan: Yes Benefits
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. We welcome applications from candidates who feel they would be a great addition to our team, even if they do not meet every preferred skill. We are committed to providing an inclusive and accessible recruiting experience for candidates with disabilities or other health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.
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Company Overview: Motorola Solutions focuses on people and safety through critical communications, video security, and command center technologies that support public safety agencies and enterprises. Department Overview
The System Manager oversees the Metropolitan Washington Airports Authority ASTRO25 800MHz radio system. This role requires on-site presence at the customer location five days a week, eight hours a day, to address customer and system issues and to build strong, long-term relationships and promote products and services. Job Description
The System Manager serves as the primary point of contact and communications consultant for the customer within Motorola, overseeing contracted services. They liaise with internal and external stakeholders including Customer, Systems Support Center, Dispatch Operations, Product Groups, the Factory, System Engineering, System Integration, Field Service Organization, Service Support Network, third-party contractors, and local servicers. Key Responsibilities
Contractual Compliance: Ensure all terms and conditions of warranty/maintenance contracts are met, covering System Administration, Inventory Management, Configuration Management, Site Management, User Support, Vendor Management, Operational Assessment, and System Planning. Coordinate service activities and ensure contract adherence. Service Performance: Guarantee compliance with response and restoration time commitments. Manage emergency service efforts and escalation procedures; provide analysis, recommendations, and fault diagnostic information to customers to optimize system performance and utilization. Customer Engagement: Regularly meet with designated customer contacts to review system maintenance and repair activities and discuss customer objectives and concerns. Financial Management: Track and manage the financials of service deliverables, including overall budget, internal and third-party expenditures, and profitability. Business Development: Assist Sales and Pre-Sale teams in developing proposals and efforts to offer additional services, and identify opportunities for traditional and non-traditional services with customers that do not require sales/pre-sale assistance. Project Collaboration: Work with the project team during system implementation and expansion to complete the initial contract, coordinate the launch of new services, manage conflicts with project goals, and provide assistance as needed. Client and Contract Management
Relationship Management Contract Renewals Proposal Development Accurate Forecasting Compliance (Governmental and Motorola contracting requirements and procedures) P&L Performance Meeting Targets and Goals Provide weekly activity reports to customers Radio System Management and Maintenance
Manage SIDA Badges for all Motorola badged employees Maintain radio system data, including alias and radio ID updates, console templates, and Talkgroup and encryption configurations Monitor and investigate radio system UEM alarms Manage the Radio Control Manager to inhibit and unhibit lost radio subscribers Review and test customer-created radio subscriber codeplugs Update and maintain two Motorola radio subscribers (1-APX7000 and 1-APX8000) assigned to the System Manager (Motorola assets) Investigate and resolve system alarms on the radio system and related services, including NICE and Genesis Assist and support MWAA radio shop personnel as needed Reboot specific Windows VMs, Console PCs at all dispatch sites, and NM Clients after SUS updates Manage Depot repair with FSO support and verify radios are repaired upon return System and Meeting Participation
Manage Genesis iVista systems and reports Manage NICE IP Logging system and pull audio recordings Attend and participate in periodic Regional Radio Managers meetings to represent MWAA Participate in monthly MWAA staff meetings via Microsoft Teams Motorola ASTRO25 Systems
Strong working knowledge of ASTRO25 systems and their customer applications 2+ years of experience in ASTRO25 system administration and operation (Motorola training and certification preferred) Customer Service and Technical Experience
5+ years of experience in a customer-facing role such as System Technologist, System Manager, or Customer Service Manager 2+ years of technical customer service experience Industry Knowledge
Working knowledge of Motorola's Technology Roadmaps and their impact on future customer needs General understanding of communications industry trends and their impact on future customer needs Interpersonal and Communication Skills
Excellent interpersonal, negotiation, presentation, and communication skills (oral and written) Ability to work effectively as part of a team and collaborate across Motorola organizations to proactively solve customer problems Candidate Requirements
High School Diploma or equivalent Valid drivers license (for operating a company vehicle) Ability to obtain background clearance as required by government customers Basic Requirements
2+ years of experience in one of the following: LMR, RF Systems, Radio Frequency, Radio Communications, Wired/Wireless Communication Systems, Networking Equipment, IT, IT Systems, ASTRO25, Telecommunications, Public Safety, Engineering, Networking equipment or Military experience Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract Travel and Other Details
Travel: Under 25% Relocation Provided: None Position Type: Experienced Referral Payment Plan: Yes Benefits
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. We welcome applications from candidates who feel they would be a great addition to our team, even if they do not meet every preferred skill. We are committed to providing an inclusive and accessible recruiting experience for candidates with disabilities or other health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.
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