Motorola Solutions

Service Delivery Manager - Austin, Texas

Motorola Solutions$115K — $125K *
US-AnywhereRemote in Texas, US
Telecommunications & Hardware
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's Degree with 4+ years experience in Customer Service or 6+ years in Communications Technology and 2+ years in Customer Facing role
  • Strong relationship management skills with local service partners and customers
  • Ability to diagnose system failures remotely
  • Experience with service history record-keeping and reporting
  • Knowledge of radio communications systems and design recommendations
  • Legal authorization to work in the U.S. indefinitely
  • Flexibility to travel 25-50% and work remotely while being in Austin, Texas weekly

Responsibilities

  • Lead day-to-day activities to meet MSI's contractual commitments
  • Manage relationships with local service partners and the customer
  • Ensure customer satisfaction and compliance with service commitments
  • Procure and coordinate internal resources as required
  • Diagnose system failures remotely and manage call handling
  • Oversee emergency service efforts and escalation procedures
  • Prepare reports and briefings for stakeholders including customers and management

Benefits

  • 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!
Full Job Description
Job Description

NOTE: This position is Remote + Travel. The candidate must reside in the Greater Austin, Texas area.

This person will be responsible for delivering on MSI's Maintenance Agreement by coordinating with the local service provider in all maintenance activities. In addition, this person will be responsible for looking for and growing MSI's role in providing additional services for this 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 internally resources that maybe needed
  • Insures compliance with response/restoration time commitment
  • Remotely diagnose system failure and facilitate call management as applicable
  • Manage Emergency Service efforts and escalation procedures


Reporting:
  • Maintain accurate records and service history statistics
  • Review service information and quality reports generated by system service database
  • Monitor and report system availability metrics to the customer on a monthly basis
  • Communicate user issues as they occur
  • Coordinate on-going continuous improvement efforts for system
  • Coordinate efforts to develop new metrics for measurements
  • Monitor PSB/SRN and SER Upgrade Bulletins and communicate to Customer/MSS or FSO
  • Prepare briefings for Customers, Service Partner or Motorola Management as required


Coordination:
  • Work with Customer and Motorola Sales AE to formulate future communications requirements
  • Work with Customer, Service Partner, Motorola System Engineers, and third party contractors to review design recommendations for upgrades, additions, modifications, and/or improvements to radio communications system to insure compatibility
  • Work with Motorola AE to identify new sales opportunities.


Target Base Salary Range - $115,000 to $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.

#LI-NJ1

#LI-REMOTE

Basic Requirements
  • Bachelors Degree with 4+ years in Customer Service related role or 6+ years in Communications Technology with 2+ years in Customer Facing role.
  • Legal Authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
  • Individual will be expected to be in Austin, Texas on a weekly basis

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!


About Motorola Solutions

Motorola provides products, technologies, and services for mobile, wireline digital communication, information, and entertainment applications. Its product portfolio includes smartphones operating on the Android operating system, feature phones, media tablet devices, wireless accessories, and more. Its range of smartphone products includes the Moto X first generation, Moto X second generation, Moto G first generation, Moto G second generation, and more. It is also the manufacturer of Moto 360, a smartwatch that provides services such as notifications, updates, and other related features. It also provides monitors, cordless phones, applications, and accessories such as cases, wireless headsets, wireless speakers, and more. In addition, it provides multimedia content, including video, voice, messaging, and cloud-based and Internet-based applications and services to multiple screens such as mobile devices, televisions, media tablets, and personal computers. Its Medios service platform enables service providers to deliver content on devices. Motorola is based in Chicago, Illinois. It primarily sells its products in the United States, China, Brazil, and Singapore. Motorola currently operates as a subsidiary of Google Inc.

Motorola Solutions Careers

Join the dynamic team at Motorola Solutions today and be part of a company renowned for its relentless innovation, leadership in technology, and a commitment to professional excellence. As a global leader in communications and electronics, Motorola Solutions offers unparalleled job opportunities designed to empower your career growth and development. Work You’ll Do At Motorola Solutions, you will collaborate with a diverse team of experts who are at the forefront of technological innovation and public safety solutions. Our work impacts lives, ensuring safety and security for communities around the world. You will be part of a culture that values diversity, equity, and inclusion, and where every team member’s contribution is valued. Lead in Innovation and Technology Motorola Solutions is not just about radios and hardware; we are at the cutting edge of software solutions, AI, and data analytics. By joining our team, you will work on groundbreaking projects that redefine how public safety communicates in the digital age. Your work will help develop smart solutions that keep people safe and businesses thriving. Grow Your Career With Motorola Solutions, your career trajectory is boundless. We offer a variety of professional development and leadership training programs to help you hone your skills and advance within the company. From internships to full-time positions, Motorola Solutions is committed to nurturing talent and fostering an environment where innovation thrives. Benefits and Culture Our employees enjoy a competitive package of benefits that supports their life and well-being. These include health, vision, and dental insurance, employee assistance programs, and flexible working arrangements. At Motorola Solutions, we believe in maintaining a work-life balance that fosters both personal and professional growth. Join Our Team Explore the numerous employment opportunities at Motorola Solutions. Whether you are a seasoned professional or a recent graduate, we have positions ranging from engineering to marketing, sales to project management. We are hiring individuals who are passionate, curious, and ready to drive change. Networking and Professional Development Motorola Solutions values networking and connections within the industry. We encourage our employees to engage in various professional groups and forums to enhance their networking skills and industry knowledge. This engagement is pivotal in fostering a collaborative environment and sparking innovation within our teams. Internship Programs Our internship programs offer a robust introduction to the world of public safety solutions and communications technology. Interns at Motorola Solutions gain hands-on experience, working alongside seasoned professionals and participating in projects that make real-world impacts. Stay Connected Join the Motorola Solutions career community to stay updated on new job openings, company news, and industry developments. Tailor your job search with our career tools and get tips on crafting the perfect resume and acing your interview. Search Motorola Solutions Jobs Ready to start your journey with Motorola Solutions? Search open positions that match your skills and interests. We are looking for individuals who are driven, creative, and ready to make a difference. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at Motorola Solutions.
Learn more about Motorola Solutions
Size
18,700 employees
Market Cap
$42.7 billion
Industry
Net Income
$949 million
Founded
1928
5 Year Trend
+6.2%
Revenue
$7.4 billion
NASDAQ

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