TSO Networks Team Manager

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 Overview

The Technical Support Operations (TSO) department support a global customer base of multi-technology advanced two-way radio communications systems.
These systems are the go-to technology for customers around the world who need clear, instant and reliable communications.
The systems cover Land Mobile Radio infrastructure and devices based on APCO/TETRA standards (for which Motorola Solutions are market leaders), as well as our WAVE PTx family of LTE / Broadband PTT systems, as well as the expanding array of connected Smart Public Safety solutions. These are all expanding markets with high growth expected.
The roles in the EA TSO are based around technology areas and particular products used within the systems, however you will need to develop a broader knowledge of all products within these systems.

We are seeking a manager for a team of systems engineers focussed on Network elements of the above mentioned systems infrastructure, with a passion for technology and good communication skills. 

The role is a highly varied role focusing on the teams resolution of customer Incidents and complex Problem investigations in a high quality and time efficient manner.
You must be flexible and adaptable, as well as be able to use your initiative to present and communicate ideas confidently. 

It will be advantageous to have a background in technology and specifically related to IP Networks and computer networking in general, as gaining a high level of understanding of Motorola Solutions TETRA network and data solutions will be required for communications with external and internal customers in the resolution of technical issues.

Typical Job functions can include, but are not limited to:

• Liaising between the various TSO team technology sleeve managers and technical leaders.

• Drive successful launch of new support services, collaborating with global business functions e.g. Service Transition, Offer Mgmt or IT

• Lead process improvements/changes in the team to achieve better outcomes in delivering technical support to customers.

• Liaise between other departments and external as well as internal customers coherently in written and spoken English.

• Ensure team ownership of customers’ issues and ensure that customers’ expectations are met.

• Ensure team adoption of Global Customer Issue Resolution processes.

• Review existing tools and approaches and make recommendations on improvements or new functionality. 

• Review and recommend improvements to procedures.

• Stay current on new and emerging technologies.

• Background in IT / IP Network based Systems / Basic Networking skills desirable

• Previous management experience, 2-3 years (desirable however not essential)

• Ability to work efficiently in an international team

• Experience in a technical customer facing environment is a distinct advantage

• Ability to understand the complexity of systems architecture

• Attention to detail

• Excellent communication skills

• Diligent

• Able to adapt quickly

• Knowledge of ITIL is an asset

Desirable:

• Basic Linux, UNIX, Windows Operating Systems / Virtualization technology awareness

• Basic Radio Frequency Telecommunications systems understanding