Service System Manager

Purpose:
Job ID: 54625

Department Description: Managed Services for the Southern Division Service Department.

Responsibilities/Expectations: The System Manager is the Customer’s primary point of contact within Motorola. The System Manager acts as the communications consultant and manager of “contracted “ services. The System Manager serves as the primary liaison who will work closely with the Customer, Systems Support Center, Dispatch Operations, Product Groups, the Factory, System Engineering, System Integration, the Field Service Organization, the Service Support Network, third party contractors, the local service provider(s) and other vendors.

The System Manager is responsible for insuring the Terms and Conditions of the warranty/service contract are met. This may include but not be limited to: System Administration Service, Inventory Management Service, Configuration Management Service, Site Management Service, User Support Service, Vendor Management, Operational Assessment, and System Planning Service. Coordinate service activities and ensure compliance to contract. Insure compliance with response/restoration time commitment. Remotely diagnose system failure and facilitate call management as applicable. Manage Emergency Service efforts and escalation procedures as needed.

Provide analysis, recommendations and fault diagnostic information to the Customer to achieve “Best-in-Class” system performance and utilization.

The System Manager will be proactive in managing the resources available to sustain optimal uptime, “five-nines”-system availability and maximum beneficial use of the radio system. The System Manager will regularly review service information and quality reports generated by the system service database to determine an ongoing course of action. The System Manager will prepare various reports at regular intervals from system performance metrics provided by Integrated Network Management (NMI).^^

Knowledge Skills: Position is based in the Baton Rouge , Louisiana area.

BS in business or technical field with a minimum of 5 years experience in a Technical Services business or Program Management.

Applicant must have 5-10 years experience with the current Motorola systems, and technology.

Good working knowledge of communications systems with the ability to interface with the Customers technical people and provide (directly or indirectly) appropriate technical support.

Strong working knowledge of Motorola radio systems and their application by customers.

Must possess excellent interpersonal, negotiation, presentation, and communication skills, both orally and written, and be competent in Power Point, Word, and Excel applications.

Ability to lead a team while aggressively working across Motorola organizations too proactively solves customer problems.

Ability to conduct effective/productive meetings.

Must be able to work from a P&L statement and be familiar with department finances.

Candidate must hold, or obtain, a valid Louisiana driver's license.
REQUIREMENTS
Required Qualifications:
Experience Requirements:
(See Description)

Travel Percentage: 30%