System Manager III - City of Detroit at Motorola… · Michigan…

System Manager III - City of Detroit

Location: Michigan Remote Work

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. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

The Systems & Services organization is responsible for delivering end-to-end operational excellence, continuous system availability, and service integration for Motorola Solutions' mission-critical public safety and enterprise network customers. Our mission is to maintain resilient critical infrastructure, drive technology transitions, and ensure our public safety partners maintain seamless, 24/7 mission readiness.

Within Systems & Services, the T5N Regional Service Team oversees field service delivery, account governance, and contract performance across Ohio, Michigan, Wisconsin, Minnesota, North Dakota, and South Dakota. Composed of Customer Service Managers (CSMs) and System Managers, our team serves as the primary operational partner for state and local government agencies—driving strict SLA compliance, managing local technical resources, protecting multi-million-dollar service contracts, and leading daily lifecycle execution for public safety networks.

Job Description

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. The System Manager/Technical Consultant’s responsibilities include but are not limited to:

• Work onsite at customer location 5 days per week.

• Coordinate service activities and ensure compliance with system services provided under contract.

• Support the Motorola Service Provider in performing tasks defined in the maintenance contract's Statements of Work (SOW).

• Document action items related to system maintenance and management.

• Determine appropriate actions for system anomalies or problems affecting normal operation.

• Maintain comprehensive knowledge of the Customer system.

• Perform and oversee site maintenance and cleaning.

• Execute and supervise infrastructure preventive maintenance activities.

• Conduct infrastructure emergency repairs and follow escalation procedures.

• Maintain accurate records of maintenance and service history statistics.

• Review service information and quality reports from the system database.

• Collaborate with Motorola management and the Customer to develop and implement Standard Operating Procedures (SOPs).

• Attend regular meetings with Motorola management, the Customer, and User Groups to review system and service support performance and address technical or operational issues.

• Notify appropriate personnel for complex system issues.

• Provide system activity, performance, and quality reports from the system service database.

• Support the implementation of all system upgrades performed by Motorola. Participate in system testing, verify procedures, and document results.

• Evaluate current operations, equipment capabilities, system usage, and planned changes. Facilitate the adoption of revised support service processes.

• Coordinate and oversee 3rd party vendor activities for Site Preventive Maintenance Services.

• Attend training to maintain current professional knowledge and acquire necessary skills and certifications.

• Experience in the Telecommunications/Land Mobile Radio industry.

• Knowledge of application, maintenance, and general management of multi-site communications systems.

• Computer skills in applicable databases and radio programming software.

Reporting:

• 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

Coordination:

• 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

Basic Requirements

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

• 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

• 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.