System Manager - Howard County, MD

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 Responsible for the management and oversight of the Howard County, MD ASTRO25 800MHz radio system. The System Manager will reside within a reasonable distance of Howard County, providing on-site support at the customer location 8 hours a day, 5 days a week, for a total of 40 hours per week. This role requires the candidate to be readily available to address customer requirements and system-related issues as they arise. Our personnel serve on the front lines, establishing robust, long-term business relationships while actively promoting Motorola products and services to our valued customers. Job Description Serve as the customer's primary point of contact within the Motorola organization. Act as a communications consultant and lead manager for all contracted services. Function as the principal liaison, collaborating 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, and the local servicer. Ensure full compliance with the terms and conditions of the warranty and maintenance contract, encompassing system administration, inventory and configuration management, site management, user support, vendor management, operational assessments, and system planning. Coordinate all service activities to guarantee contractual adherence. Guarantee adherence to response and restoration time commitments. Utilize available tools and resources to manage emergency service efforts and escalation procedures, while providing analysis and diagnostic recommendations to achieve best-in-class system performance. Maintain regular meetings with designated customer contacts to review system maintenance, repair activities, and discuss long-term objectives and concerns. Track and manage financials for service deliverables, including overall budget oversight, internal and third-party expenditures, and profitability. Support Sales and Pre-Sale teams in developing proposals and expanding service offerings, while working directly with the customer to identify potential opportunities for both traditional and non-traditional services. Collaborate with the project implementation team to assist in the completion of initial contracts and expansions, including coordinating the launch of new services and managing resource or schedule conflicts. Must reside within a reasonable distance of the customer location, not to exceed 60 miles. Work in close coordination with the Motorola-employed Howard County Vesta 911 System Manager. Enforce all Service Level Agreement (SLA) terms to ensure Motorola delivers services strictly per the contract. Maintain professional hygiene and sensitivity within a small office environment to ensure a productive workspace for all personnel. Proactive relationship management and oversight. Management of contract renewals. Development of service proposals. Accurate financial forecasting. Compliance with governmental and Motorola contracting requirements and procedures. Profit and loss (P&L) performance management. Consistently working toward established targets and goals. Administration of SIDA badges for all Motorola badged employees. Maintenance of radio system data, including alias and ID updates, console templates, and encryption configurations. Monitoring, investigation, and analysis of radio system UEM alarms. Management of the ... (truncated, view full listing at source)