Motorola Solutions

Manager

• Provide technical oversight and strategic direction for a team of approximately 33 Engineers and Field Service professionals.
• Accountable for the architectural maintenance and operational integrity of mission-critical backhaul infrastructures supporting ASTRO 25, WAVE VOIP, and related technologies in service of the Federal customer.
• Engage in direct collaboration with Pre-Sale and Post-Sale design teams to establish comprehensive implementation methodologies.
• Assume primary responsibility for the definition and design of technical network architectures supporting ASTRO 25 and adjacent backhaul systems.
• Enforce documentation standards and govern the production of sophisticated network diagrams and technical drawings.
• Conduct strategic evaluations and manage the lifecycle integration of third-party vendor hardware within the existing portfolio.
• Provide rigorous oversight of subcontractors and external vendors to ensure strict alignment with technical requirements and project schedules.
• Supervise ASTRO core operations, encompassing radio programming, codeplug development, MTX programming, and WAVE technology integrations or upgrades.
• Manage resource allocation and personnel assignments to fulfill all contractual obligations and support the customer's mission-critical operations.
• Direct comprehensive network topology assessments, performance reporting, and advanced diagnostic troubleshooting initiatives.

Senior Federal Field Services Manager

Systems Engineer

• Proven background in unified communications systems.
• Essential experience with Voice-Over-IP (VoIP) and Unified Communications.
• Strong general knowledge of IP networking protocols and security.
• Experience with Broadcom VMWare and KVM Administration.
• Ability to install, operate, and maintain data networked software applications, components, and operating systems.
• Excellent verbal and written communication skills.
• Present complex technical topics to non-technical audiences.

Engineer

• Technical management of Research and Development projects and programs
• Responsibility for overall system design and requirement specification
• Setting and tracking development schedules and tasks
• Participating in the hands-on design, simulation, and verification work
• Overseeing relevant simulation, software, FPGA, and testing efforts
• Customer-facing engagement and technical material preparation when needed
• Reporting to management, as required for strategic planning and assessment
• Participate in Research and Development business development and capture efforts

Principal R&D Engineer

Customer Support

• Responsible for maintaining account orderliness.
• Ensuring a field agent is assigned to each account.
• Updating designated accounts with new information received from the client.
• Communicating escalated information to the client or supervisor as needed.
• Facilitate the successful recovery of assigned collateral, while demonstrating basic product and service knowledge and initiating required actions as needed.

Customer Service Representative

• Manage the Managed and Support Services (M&S) business for assigned customer contracts
• Ensure customer satisfaction with Motorola Public Safety Customers
• Provide customers a single point of contact for Customer management
• Ensure service delivery and Service Level Agreements (SLA) compliance
• Manage and maintain services scope as per services contract
• Gather and provide Booking Packages to SCSO for contract loading
• Work with customer and field teams to create and/or update existing Customer Support Plans (CSP)
• Create customer and service provider Statements of Works

Associate Customer Support Manager

Project Manager

• Leads large projects by developing detailed project plans, managing timelines and resources, and establishing clear goals
• Identifies and mitigates risks, and develops corrective action plans
• Prepares reports for upper management regarding status of the project.

Project Management Manager II

Customer Advocate

• Serve as a Customer Success Manager supporting Critical Connect/Wave PTX clients to maximize usage, value, and product satisfaction.
• Partner with customers to promote their full adoption of Motorola products and services.
• Ensure their desired outcomes are clearly documented, understood, and realized.
• Work closely with Support and Onboarding teams to ensure clients are set-up for success.
• Provide both proactive and reactive advocacy for clients, acting as the quarterback with internal resources to quickly resolve any client issues.
• Develop and implement strategies to minimize client churn.
• Drive adoption, outcomes, and annual recurring revenue and map out a customer retention strategy.

Customer Success Advocate – Critical Connect, Wave PTX

Account Executive

• Help develop existing accounts with an emphasis on new account development
• Support Motorola's Authorized Reseller Channel Partners
• Meet or exceed assigned revenue and project quota focused on North America PCR System Platforms
• Work with vertical marketing teams to identify end user engagement opportunities
• Lead Radio and Data system solution development efforts
• Facilitate and Develop Commercial System Opportunities in conjunction with local Channel Account Managers

Channel Sales Executive

Data Analyst

• Plan and oversee enterprise-level support and service activities for designated clients.
• Act as the single point of contact to coordinate service incident resolution.
• Generate ad hoc reports and regular datasets for end-users utilizing system tools.
• Program and maintain report forms, dashboards, and other end-user information portals.
• Determine and document operational objectives by studying business functions and gathering information.
• Prepare technical reports by collecting, analyzing, and summarizing information and trends.
• Recommend and implement controls by identifying problems and writing improved procedures.

Business Data Analyst – SaaS

Pre-sales Engineer

• Responsible for being the technical solution owner of budgetary, competitive, and sole source proposal responses
• Assists in providing point by point technical responses to Request for Proposal (RFP) and Request for Information (RFI) responses
• Provide hardware and software recommendations based on customer requirements
• Provide solutions description and system configuration diagrams
• Provide bill of material for software, hardware, and non-standard third party applications
• Identify interface requirements and solicit system implementation team for design
• Conduct customer facing technical requirements discovery sessions for estimation and configuration (Conference Call or In Person)
• Builds relationships with sales, internal engineering, system integration, proposal, pricing, and key technical subject matter expert teams within the organization
• Work with the customer and the sales team to deploy product evaluations as necessary
• Ability to provide customer product training (both in-person and virtual)
• Computer hardware sizing, configuration and implementation experience
• Technical writing experience and the ability to deliver technical information to a nontechnical audience

Pre-Sales Engineer, Land Mobile Radio

• Design, build and execute a comprehensive business plan for strategic accounts for hotels, cruise ships and other hospitality companies to achieve order and revenue targets each month, quarter and year.
• Work both individually and with the broader North American Sales Team on identifying key partners, integrators, and customers; equipping the team with resources to quickly and effectively engage contacts in a manner that will result in Motorola Solutions differentiation, market leadership, and subject matter expertise that will help close deals
• Deliver a business revenue forecast on a monthly, quarterly and annual basis
• Schedule regular engagements with key stakeholders to maintain relationships and assigned opportunities relative to latest and greatest within Motorola Solutions portfolio (Lunch and Learns, webinars, on-site meetings/demos) and attend tradeshows
• Develop standardized vertical market presentations and sales tools for use by North American Sales Team outlining Motorola Solutions value proposition within vertical
• Develop effective relationships with internal Motorola sales departments in our regions and with our partner managers
• Utilize Salesforce CRM to build and maintain a strategic account plan identifying key players for each assigned account along with tracking open sales opportunities you are actively engaged in driving to closure.
• Develop and maintain deep, meaningful relationships that are relevant to security and surveillance and have the possibility of generating opportunities for Motorola Solutions and to include customers, trade associations, affinity groups etc.
• Help in identifying trade associations, partnering opportunity, new business plans & objectives, and other creative market approaches to maximize impact of North American Sales Team efforts
• Create and execute targeted marketing plans, including marketing campaigns, tradeshow events, sales tools and web resources, social media and customer interactions as approved
• Identify “product gaps” that need to be addressed by Product Management in order to gain greater exposure/standardization with your customer base.
• Prepare regular reports and provide to your reporting line and Product Management on gaps and fiscal impact of gaps to Motorola Solutions
• Manage business unit resources - solution engineers, insides sales, demo equipment, marketing budgets, travel budgets, or any other resources the company allocates
• Compile data on competitive products and pricing and report it back to head office, maintain working knowledge of competitive offerings

Senior Enterprise Account Executive – Video, Hospitality

Program Manager

• Define and execute the strategic roadmap for all innovation and engagement initiatives.
• Own the full lifecycle of new programs.
• Lead and actively manage our flagship global programs.
• Bring creative and compelling employee events to life.
• Transform employee feedback and data into actionable insights.
• Own communications activities for Global Products.

Program Manager, Innovation & Engagement

• Work in collaboration with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Service Managers, and CMSO Support teams throughout the customer engagement.
• Accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, and escalation management.
• Exercise judgment in selection methods and techniques for obtaining solutions.
• Ensures best practices are being adhered to within the customer's environment.
• Delivers consistent service levels by exceeding customer expectations and managing customer escalations.
• Helps manage and coordinate the processing, communication, and implementation of technical changes, including changes related to new cloud releases, customer requests, field change orders, and reconfigurations, and is engaged on all upgrade and execution plans.
• Maintains awareness of all complex service matters including technical solutions implementations and activities.
• Reporting on technical performance, and providing reviews of relevant service requests open within a customer's environment.
• Can explain technical problems and solutions to team/client members.
• Ensures effective coordination and support between account teams and supporting technical resources.
• Builds value-added relationships within the domain of the account to become the trusted technical advisor to the customer.

Software Service Manager

• Collaborate with Sales, Product, Engineering, Deployment, Customer Success, Customer Service Managers, Onsite Servicers, and CMSO Support teams throughout the customer engagement.
• Oversee Servicer Statement of Works (SSOW) with Onsite Servicers and ensure service delivery and Service Level Agreements (SLA) compliance.
• Serve as the primary point of contact for the lifecycle management of video and other complimentary Motorola ecosystem technologies.
• Establish recurring governance meetings for mid-term and long-term planning.
• Be accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, case management, and escalation processes.
• Manage and maintain services scope as per services contract and ensure Customers understand their obligations in regard to service deliverables.
• Build value-added relationships within the domain of the account to become the trusted service delivery advisor to the customer.
• Ensure best practices are being adhered to within the customer's environment.
• Deliver consistent service levels by exceeding customer expectations and driving corrective actions to closure.
• Help manage and coordinate the processing, communication, and implementation of technical changes, including changes related to new releases, customer requests, field change orders, and reconfigurations, and be engaged on all upgrade and execution plans.
• Maintain awareness of all complex service matters, including technical solutions implementations, product quality issues and related activities.
• Report on technical performance and provide reviews of relevant service requests open within a customer's environment.
• Ensure effective coordination and support between account teams and supporting technical resources, resulting in adherence to agreed scope, deliverables, and outcomes.
• Have familiarity with video solution deployment methodologies and quality processes.
• Show dedication to delivering and supporting end-to-end solutions with exceptional quality, identifying up-sell or cross-sell opportunities.
• Ensure all operational documents remain up to date and relevant, such as Customer Support Plans and Servicer Statements of Work.
• Undertake problem management by addressing the root causes of repetitive incidents to minimize operational impact.
• Work with the Customer Support Manager on any contract renewal process for all assigned service agreements; including but not limited to customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates / changes.
• Work closely with the Motorola Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.

Video Systems Manager

Administration

• Work assignments within our fast-paced environment
• Requesting, approving and rejecting agent fee requests
• Reviewing agent fee denial appeals
• Communicating escalated information to the client or supervisor as needed
• Pulling and maintaining fee reports
• Updating designated accounts
• Communicating with our clients throughout the lifecycle of each fee request as needed