Service Delivery Manager - Greater Los Angeles

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

Motorola Solutions, a trusted global partner for over a century, ensures peak performance of mission-critical government and enterprise operations, managing hundreds of networks worldwide for reliability, continuity, productivity, and risk reduction.

This Service Delivery Manager (SDM) role focuses on upgrading, implementing, and maintaining complex Communication Systems at customer sites, including installing subscriber mobile units, system upgrades, optimization, and repairing critical components (infrastructure, loggers, subscribers, computers, servers, network equipment).

The SDM will collaborate with Customers, System Managers, Engineers, Sales, Project Managers, Technologists, and Service Partners. Based in Greater Los Angeles, the position requires service coverage across all of California and parts of Nevada and Arizona.

Job Description

The Service Delivery Manager (SDM) is responsible for upholding Motorola Solutions (MSI) Maintenance Agreements. This involves coordinating all maintenance activities with the local service provider and actively seeking opportunities to expand MSIs service offerings for the customer.

• Lead and manage the day-to-day activities to meet all contractual commitments outlined in the Maintenance Agreements.
• Cultivate and manage strong relationships with the customer as well as local service partners
• Ensure high customer satisfaction, meeting both internal and external goals
• Procure and coordinate necessary internal resources
• Ensure strict compliance with all committed response and restoration times
• Remotely diagnose system failures and facilitate call management procedures
• Manage emergency service efforts and all escalation procedures
• Perform installation and removal of mobile communication equipment, including associated cabling, at customer locations or in vehicles. This work must adhere to best practices and R56 Standards and Guidelines
• Execute simple troubleshooting and repair of existing equipment installations as required
• Accurately document all work details, including customer information, parts used, equipment and specific customer instructions
• Responsible for the proper care and maintenance of all assigned company assets
• Responsible for the calibration of assigned test equipment and maintaining an up-to-date test equipment database
• Process all expense reports
• Maintain precise records and service history statistics
• Review service information and quality reports generated by the system service database
• Provide the customer with monthly reports on system metrics
• Communicate user issues as they arise
• Coordinate ongoing continuous improvement efforts for the system
• Lead efforts to develop new performance metrics
• Monitor technical bulletins and communicate relevant information to the Customer, and LMR Deployment and Services Organization
• Prepare required briefings for Customers, the Service Partner, or Motorola Management
• Collaborate with the Customer and the Motorola Sales Account Executive to define future communication requirements
• Work with the Customer, Service Partner, Motorola System Engineers, and third-party contractors to review and ensure compatibility of design recommendations for system upgrades, additions, modifications, and improvements
• Partner with the Motorola Account Executive to identify and pursue new sales opportunities

Candidate Requirements

• Associates or Bachelors degree, professional and technical certifications, or military training preferred
• Must be self-motivated, a quick learner, and an effective team member with excellent communication skills
• Hands-on experience with Motorola P25 7.X systems, networking, and RF systems is essential
• Familiarity with Motorola's Technology Roadmaps and their potential impact on future customer needs
• Strong knowledge of Motorola subscribers, devices, programming, CPS, Radio Manager, Provisioning Manager and related applications

Technical Certifications

• Appropriate technical certifications for the role (e.g., Certified Electronics Associate, R56, CompTIA, Network+, Security+, CCNA, PMP, etc.) must be achieved within six months of hire

Training and Experience

• Training and experience in configuring, testing, and optimizing current Motorola two-way radio and subscriber equipment

Availability

• Must be available 24/7/365. Willingness to work weekends, holidays, and varying schedules is sometimes required

Travel

• Estimated travel is 25-50%

Drivers License

• Must possess and maintain a valid driver's license and driving record

Clearance

• Must be able to pass a background check and obtain background clearance as required by assigned customers

Location

• Candidates should be located near Rosemead, Greater Los Angeles, Southern California due to the schedule, travel, and obligation to be on-site at the customer location.

This is a Travel + Hybrid (Remote and Onsite) position. The customer requires onsite support, with the potential for a request of 5x/week dedicated onsite support.

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Target Base Salary Range: $85,000 USD - $95,000 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.

Basic Requirements

• 3+ years of technical experience in one of the following: LMR, RF Systems, Radio Frequency, Radio Communications, Wired/Wireless Communication Systems, Networking Equipment, IT, IT Systems, Telecommunications, Public Safety, Engineering, Networking equipment or Military experience
• Must be a U.S. citizen with the ability to obtain necessary security clearance as required by contract(s)
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

• 25-50%

Relocation Provided

• None

Position Type

• Experienced

Referral Payment Plan

• Yes

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.