Service Delivery Manager - Austin, Texas at 100012 Avigilon USA Corporation — Remote
Full job description
## Company Overview
Department Overview
At Motorola Solutions, we help people be their best in the moments that matter. We help firefighters see around buildings and police officers see around street corners. Our work is very meaningful, impactful, and cutting edge and we invite you to explore it. We are the Best!
Motorola Solutions is a world leader in the field of professional mobile communications systems with an impressive heritage of technological innovations and a global base of installed systems. The group's main business is the implementation of mission critical digital mobile communication systems for Government & Public Safety Communications customers.
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
#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!
EEO Statement