System Manager - Osceola County, FL

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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future. Department Overview Dedicated to and responsible for the Osceola County, FL Public Safety System, the System Manager oversees the radio system that encompasses 13 RF sites operating within the 700/800 MHz range. Working closely with the customer and technical teams, the System Manager focuses on ensuring the integrity and reliability of the communication network by: Building strong customer relationships and instilling confidence in Motorola as a service provider. Serving as a technical resource (SME) to proactively manage all technical deliveries and network issues that impact client communication systems. This includes handling escalations, forecasting, project management, facilitating product/system upgrades, managing scheduled maintenance outages, and coordinating with third-party service providers. Collaborating with the Motorola Sales team and other internal teams to enhance and expand the assigned portfolio. Acting as the on-site project manager for Osceola County's radio projects. By leveraging their expertise and working closely with stakeholders, the System Manager effectively manages technical deliveries, addresses network problems, and ensures customer satisfaction and retention. Additionally, they actively collaborate with the Motorola Sales team and other internal departments to drive growth and offer new services within the assigned portfolio. Job Description This role will be based in Osceola County, FL. The System Manager serves as the primary point of contact for Motorola Solutions (MSI) customers regarding radio communications. This role functions as both a communications consultant and a project manager, overseeing contracted services. A key responsibility is ensuring the successful delivery of MSI's Maintenance Agreement, which involves coordinating all maintenance activities with the local service provider. Furthermore, this individual will be tasked with identifying and pursuing opportunities to expand MSI's provision of additional services to the customer. The responsibilities of the System Manager include, but are not limited to, the following: Leadership and Relationship Management: Serve as the primary point of contact for the customer, leading the relationship and ensuring service delivery and compliance with Service Level Agreements (SLAs). Manage the day-to-day activities required to meet Motorola Solutions' (MSI) contractual commitments outlined in the Maintenance Agreement. Lead and manage the relationships with both the local service partner and the customer. Act as the main liaison between the customer and various internal groups (e.g., Systems Support Center, Dispatch Operations, Product Groups, System Engineering, Field Service, etc.), as well as third-party contractors and local service partners. Manage the delivery and execution of service contracts and the deliverables of subcontractors, ensuring adherence to the agreed-upon scope and outcomes. Manage and lead Emergency Service efforts and escalation procedures. Contract Compliance and Service Delivery: Ensure internal and external customer satisfaction goals are met. Ensure timely response and restoration of service, meeting all compliance requirements for response/restoration time commitments. Ensure full compliance with the Terms and Conditions of maintenance contracts, including system administration, inventory management, configuration management, site management, vendor management, operational assessment, and system planning ... (truncated, view full listing at source)