RMS System Manager - US Onsite

Job title: RMS System Manager - US Onsite

About the Role RMS System Manager is responsible for delivering MSI’s Maintenance Agreement by coordinating with the local service provider and identifying opportunities to grow MSI’s services with the customer. This role manages day-to-day activities to meet contractual commitments and maintains strong relationships with the customer and service partner to ensure high customer satisfaction.

What You'll Do

• Manage and lead day-to-day activities in meeting MSI’s contractual commitments documented in the Maintenance Agreement with the customer
• Deliver MSI’s Maintenance Agreement by coordinating with the local service provider in all maintenance activities and grow MSI’s role with the customer
• Manage and lead relationships with the local service partner and the customer
• Ensure customer satisfaction goals are met internally and with the customer
• Procure and coordinate internal resources as needed; ensure response/restoration time commitments
• Remotely diagnose system failures and facilitate call management; manage Emergency Service efforts and escalation procedures
• Maintain records and service history; review service information and quality reports from system service databases
• Monitor and report system availability metrics monthly; communicate user issues as they occur
• Coordinate ongoing continuous improvement efforts and develop new metrics for measurements
• Monitor PSB/SRN and SER Upgrade Bulletins and communicate to Customer/MSS or FSOP
• Prepare briefings for Customers, Service Partners, or Motorola Management as required
• Coordinate with Customer and Motorola Sales AE on future communications requirements; collaborate with Customer, Service Partner, Motorola System Engineers, and third-party contractors to review upgrade plans and identify new sales opportunities

What We're Looking For

• Bachelor’s degree in IT or Technology (preferred)
• 3+ years of IT or Public Safety experience (preferred)
• 3+ years Computer Science, Networking, Engineering, or System Maintenance experience (public safety system experience preferred)
• 3+ years of Public Safety Applications experience involving CAD/RMS/Mobile, and other emergency 911 center equipment greatly preferred
• Proven track record deploying enterprise hardware and software solutions; HP preferred
• Experience creating positive working relationships with customers and end users
• Ability to multitask effectively in a fast-paced environment
• Excellent verbal and written communication skills
• Comfortable working both independently and in a team
• Experience with Microsoft Windows Server and Desktop Operating Systems (MCSA/MCSE skills)
• Experience with Microsoft SQL Server, ODBC and Ops Manager (SCOM)
• Experience with Public Safety Applications including CAD, Mobile and RMS
• Ability to troubleshoot application system issues including hardware, network and third-party components
• CJIS Security Policy compliance and successful background checks as required by government customers

Nice to Have

• Bachelor's degree in IT or Technology (preferred)
• 3+ years IT or Public Safety experience (preferred)
• 3+ years experience in CS, Networking, Engineering, or System Maintenance (public safety experience preferred)
• 3+ years Public Safety Applications experience CAD/RMS/Mobile (greatly preferred)
• HP hardware and software deployment experience; HP preferred
• Experience with Windows Server/Desktop OS and related certifications (MCSA/MCSE)
• Experience with Microsoft SQL Server, ODBC, and SCOM
• Experience with Public Safety Applications including CAD, Mobile, and RMS

Compensation & Benefits

• Target Base Salary Range: 90,000 - 100,000 USD per year. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.