Field Service Manager at Motorola in Beltsville, Maryland

Job Description:

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Company Overview
At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it's helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.Department OverviewMotorola Solutions is looking for an experienced and growth-minded Service Manager to lead and oversee the operations of a Motorola Solutions Center location. The ideal candidate must be a positive and energetic leader who is experienced in training, managing and mentoring staff, as well as being fully capable of ensuring the success of customer service engagements. Interpersonal skills and leadership capability are paramount; as great teamwork is vital to Motorola Solutions' success. The candidate must also be able to identify new business opportunities in the course of delivering existing contracted service.Job Description
Scope of Responsibilities/Expectations:
- Full responsibility for managing the daily operations of the Center.
- Full responsibility for managing and scheduling the team of technical and administrative staff, and providing each with feedback and counsel when needed to improve their efficiency and effectiveness.
- Direct involvement in service delivery, where appropriate, to supplement and strengthen the team of technicians under the Manager's direct supervision.
- Develop and maintain customer relationships, while providing excellent customer service and building trust.
- Maximize current maintenance contracts and all other recurring revenue.
- Be the highest source of information at the Center for all Motorola Solutions' service, inventory/product-knowledge, concerns, and work process matters for both employees and customers.
- Build and maintain professional relationships with key work partners across Motorola Solutions, and third party vendors for achieving timely business objectives.
- Plan collaboratively to solve day-to-day challenges, utilizing internal support organizations, Motorola Solutions service providers, and customers.
- Provide technical support to technical staff for systems such as VHF/UHF, 800/900 MHz analog and digital systems, and/or mobile/portable subscriber equipment.
- Perform site walks to determine requirements needed to complete customer objectives.
- Produce quotes for service work, support the response to RFP and RFQ, and estimates of time and cost to complete work requested.
- Provide education of, and ensure adherence to Motorola Solutions policies and procedures.
- Represent Motorola Solutions in a professional manner at events, conferences, etc.
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Verifies the presale / postsale Bill of Materials (BOM) with the currently shipping BOM to ensure consistency.
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Evaluates pre-sales BOM for technical accuracy and accounts for any customization.
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Provides technical services hours to pre-sales / post sales for systems and ST tasks for both standard and custom solutions, conducts order management for drop-ship components to the P1 systems and is point of contact for all third party support relationships from the field.
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Provides "tier 3" support for technical issues in staging and the field for STs and staging resources.

Job Requirements:
- Excellent, efficient, and result-driven leadership and organizational skills.
- Outstanding verbal/written communication and interpersonal abilities.
- Works well under pressure and manages stressful situations with ease.
- Recognizes and aids in the resolution of conflicts between employees, vendors, and/or customers.
- Proficiency in MS Office Applications, Excel, and Google Apps, with a willingness to learn and utilize new tools.
- Knowledge sales and service principles.
- Knowledge of installation/maintenance/repair of two-way radio communication systems, dispatch consoles, and/or wide area networks.Basic Requirements
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Bachelors degree and 2+ years or 4+ years in Engineering, Field/System Tech, Project Management, or Services experienceTravel RequirementsUnder 25%Relocation ProvidedNonePosition TypeExperiencedReferral Payment PlanYes

EEO Statement
Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.

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