Service Delivery Manager

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department Overview

Enterprise Channel & Sales Operations focuses on developing and implementing an impactful and effective partner experience including program, tools and processes conducted when doing business with Motorola Solutions. As a result, this enables sales to achieve their short and long-term objectives. These relate to channel sales revenues, profit and market penetration.

Job Description

This role is responsible for delivering on MSI’s Maintenance Agreement by coordinating with the local service provider in all maintenance activities and growing MSI’s role in providing additional services for the customer. The System Manager/Technical Consultant’s responsibilities include but are not limited to:

• Manage and lead day to day activities in meeting MSI’s contractual commitments documented in the Maintenance Agreement with the customer

• Manage and lead our relationship with the local service partner

• Manage and lead our relationship with the customer

• Ensure that customer satisfaction goals are meet both internally and with the customer

• Procure and coordinate any internal resources that maybe needed

• Ensures compliance with response/restoration time commitment

• Remotely diagnose system failure and facilitate call management as applicable

• Manage Emergency Service efforts and escalation procedures

Experience

• Experience with Motorola communication systems

• Understanding of two way radio communication products, systems and services

• Must have hands on experience with Motorola P25 7.X systems, networking, RF systems

• Must have excellent interpersonal communication, presentation skills, including both verbal and written using all the tools and applications provided by MSI

• Able to solve complex problems and situations

• Must be a self motivated team player able to work effectively with general guidance toward objectives

Technology:

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

• Possess block diagram …