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 OverviewResponsible 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 Radio Control Manager to inhibit or uninhibit lost radio subscribers.

• Review and testing of customer-created codeplugs and maintenance of assigned Motorola radio assets (APX7000 and APX8000).

• Resolution of system alarms and related services, including NICE and Genesis systems.

• Support and assistance for MWAA radio shop personnel as required.

• Representation of MWAA at periodic Regional Radio Managers meetings.

• Participation in monthly MWAA staff meetings via Microsoft Teams.

• Execution of reboots for specific Windows VMs, console PCs, and NM Clients following SUS updates.

• Management of Genesis iVista systems and reporting.

• Management of the NICE IP logging system and audio recording retrieval.

• Oversight of depot repairs with FSO support, including verification of returned units.

• Provision of weekly activity reports to the customer.

• Manages the System Management team.

• Possess a comprehensive working knowledge of Motorola ASTRO25 systems and their diverse customer applications.

• Demonstrate exceptional interpersonal, negotiation, and presentation skills, with a high degree of proficiency in both oral and written communication.

Candidate Skills:

• Possess a High School Diploma or equivalent.

• Exhibit the ability to function effectively within a team environment while collaborating across Motorola organizations to proactively address and resolve customer challenges.

• A minimum of 5 years of experience as a System Technologist, System Manager, Customer Service Manager, or in a similar customer-facing role.

• At least 2 years of experience providing technical customer service.

• At least 2 years of experience in the administration and operation of Motorola ASTRO25 systems; Motorola-specific training and certification is highly preferred.

• Maintain a thorough understanding of Motorola’s Technology Roadmaps and their strategic implications for evolving customer requirements.

• Maintain a general awareness of communications industry trends and their potential impact on future customer needs.

• Ensure strict adherence to all Service Level Agreement (SLA) terms and contractual obligations.

• Collaborate in close coordination with the designated Vesta System Manager.

• Observe all SLA requirements as per the contract.

Candidate Requirements:

• The SM will be an onsite role located at the Howard County customer location. The candidate must reside within 60 miles of the office.

• Must be a U.S. citizen with the ability to obtain necessary security clearance as required by government contract.

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

• Possess a valid driver’s license, as the role involves the operation of a company-provided vehicle.

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Target Base Salary Range: $90,000 - $125,000 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.

Basic Requirements

• 5+ years of experience in one of the following: LMR, RF Systems, Radio Frequency, Radio Communications, Wired/Wireless Communication Systems, Engineering, Motorola equipment,, Networking Equipment, IT, IT Systems, Telecommunications, Public Safety, Engineering, Networking equipment,  IP Networking, Solutions Architecture, ASTRO 25, P25, WAVE VoIP, or Military experience

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

• Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract(s)

Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

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.