System Technician

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POST DATE 9/1/2016
END DATE 10/11/2016

Motorola Lansing, MI

Job Classification
Full Time
Company Ref #
Lansing, MI
Mid-Career (2 - 15 years)
Job Type
Bachelors Degree
AJE Ref #


This person will be responsible for delivering on MSI's Maintenance Agreement with Oakland County, Michigan by coordinating with the local service provider in all maintenance activities. 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 internal resources that maybe needed

* Insures compliance with response/restoration time commitment

* Diagnose system failure and facilitate call management as applicable

* Manage Emergency Service efforts and escalation procedures


* 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

* Prepare briefings for Customers, Service Partner or Motorola Management as required


* Work with Customer, Service Partner, Emergency Callworks Engineers, and third party contractors to review design recommendations for upgrades, additions, modifications, and/or improvements to radio communications system to insure compatibility

Specific Skills

* Technical College degree or Industry related experience

* 5 Years+ work experience with IP/Analog telephony, preferably in either an installer or customer service role.

* Must have excellent interpersonal communication, presentation skills, including both verbal and written.

* Able to solve complex problems and situations

* Must be a self motivated team player able to work effectively with general guidance toward objectives

* Technology:

* Strong working knowledge of telephony systems and their application by customers.

* Understanding of Distributed Telecommunications systems

* Knowledge of computer systems and Intermediate knowledge of networking.

* Visionary

* Innovative

* Strong organizational and planning skills

* Sound judgment in decision making ability

* Effective collaboration and negotiating skills

* Effective problem solving skills

* Exercises flexibility as situations warrant

* Leads well in team environment

* Ability to work independently

* Anticipates change in business climate

* Computer and application literate

* Must be able to pass any back ground clearances as required by the customer

Experience Required
5 - 10

Basic Qualifications
4+ years of experience with Public Safety Military or Wireless Communication Systems