Emergency Call Handling System Manager

Company Overview

​At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department OverviewThe Video and Software Services (VSS) organization delivers dedicated on-site technical support and solutions to the public safety sector. We are committed to providing technology and tools which will allow customers to focus on their mission, and enable them to respond quickly and accurately with smarter and safer decisions. Our support team is focused on MSI products such as 911 Emergency Call Handling, Computer Aided Dispatch, Cloud Solutions, Records Management Systems, Jail Management Systems and Mobile Data Computing, among other offerings.
Job Description

  ***This is an on-site position. The selected candidate must live within a one hour drive of the Office of Emergency Communications (OEMC) located at 1411 W. Madison Street, Chicago, IL 60607***

This role is responsible for delivering on MSI’s Customer Support Agreement by providing MSI’s highest level of customer support, coordinating with the local service provider in all support activities, and growing MSI’s role in providing additional services for the customer. The System Manager responsibilities include but are not limited to:

• Manage and lead day to day support activities in meeting MSI’s contractual commitments documented in the Customer Support Agreement

• Assist with managing/leading our relationship with the local service partner

• Assist with managing/leading our relationship with the customer

• Ensure that customer satisfaction goals are met both internally and with the customer

• Coordinate with any internal resources that may be required to push incident resolutions

• Ensures compliance with response/restoration time commitment

• Remotely diagnose system failure and facilitate call management as applicable

• Manage Emergency Service efforts and escalation procedures

Qualifications: 

• Bachelor's degree in Computer Science or related field, or equivalent training and experience

• Five+ years of work experience in resolving customer technical issues 

• Microsoft MCSE or equivalent training and experience

• Cisco CCNA/CCNP, CompTIA Network+ and Security+ certifications or related experience

• In-depth installation, configuration, and troubleshooting experience for Windows Server 2019, 2016, 2012, Windows 7/10 Operation Systems

• Experience with Windows Domain architecture/integration/Active Directory

• Experience in providing Linux/UNIX technical support to customers

• Experience with troubleshooting various server/desktop hardware related issues

• Experience troubleshooting LAN/WAN

• Experience troubleshooting 3rd party application integration

• Excellent interpersonal skills

• Fluent in English, oral and written

• Ability to assist the Technical Support Services Team in training, daily operations, escalations and assignments concerning Technical Support

• Ability to handle stressful situations & troubleshoot critical issues while maintaining effective communication with customers and Motorola management

Desired Qualifications:

• Strong knowledge of VESTA 9-1-1or Vesta NXT Applications

• Strong networking skills

• Strong working knowledge of analog and digital telephony

• Experience with VMware virtualization suites

• Experience with Computer Telephony Integration (CTI) Applications

• Experience with database related technology and administration (SQL Server)

• Experience with Servers (Dell and HP)

• Experience with Cloud based solutions

• Experience with SQL databases

• Experience with firewalls and security related applications

• Experience with Cisco, Nokia switches and routers

• Experience with GIS applications

• Experience with VOIP applications

• Experience with PBX and PSAP communication systems.

Target Base Salary Range: $72,700  - $145,400  USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.
 

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Basic Requirements

• Bachelor's degree in Computer Science or related field and 5+ years of work experience in resolving customer technical issues 

• ​Must be able to obtain background clearance as required by the State of Illinois, the City of Chicago, and Motorola Solutions Inc.

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.​

• This is an on-site position. The selected candidate must live within a one hour drive of the Office of Emergency Communications (OEMC) located at 1411 W. Madison Street, Chicago, IL  60607

Travel Requirements10-25%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

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

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email [email protected].