Field Service 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. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

As the Field Services Manager you will be responsible for NSW & ACT Government & Enterprise as well as Energy & Natural Resource customer maintenance agreement support obligations at an operational level.

To ensure quality and high value support ensuring total customer satisfaction of all operations services required to meet and exceed all Key Performance Indicators and Service Level Agreements

You will manage the day to day Field Service resource and task allocation, based upon priorities set by the Operations manager and/or Network Operations Centre. Duties include, but are not limited to; incident response and resolution, plan and drive annual preventative maintenance inspections, spare part inventory management, repair coordination and logistics and OH&S compliance.

The Field Services Manager should pose excellent communication, leadership and motivational skills, ability to identify and articulate customer issues with some baseline technical understanding to be able to escalate internally to engineering or management, as required. The Field Services Manager will work closely with cross functional teams. The primary relationship is with the Operations Manager, working closely with the Operations Engineering Manager and operations engineering staff on a day to day basis.

You will be required to build a strong working relationship with the Network Operation Centre, Service Delivery Manager, National Support Services Manager, Repair Workshop Manager, Rentals division, System Integration project management as well as customers and sub-contractors to ensure a high level of customer service is provided.

Job Description

• Provide customers a single point of contact for field operations and maintenance to ensure customer service and KPI compliance.

• Drive oversight and maintenance of operational processes, disciplines and escalation of issues internally and externally as appropriate to ensure compliant customer service.

• Manage and maintain services scope as per the contract and ensure customers understand their obligations in regard to service deliverables.

• Ensure the Field Services team take ownership of and complete Incident, Change and Problem tickets according to established KPIs.

• Ensure that customers receive appropriate and timely reporting as required by the Contract.

• Participate in monthly service reviews and other forums to ensure that operational services and issues are managed successfully.

• Identify and implement areas for improvement to ensure improved service quality and best practice delivery.

• Manage sub-contractors deliverables and adherence to agreed scope and outcomes, as required.

• Liaise with customers to discuss concerns or complaints and major incidents, instigating corrective action where required.

• Ensure operational documentation remains up to date and relevant.

• Conduct briefings with customers to ensure understanding of systems, service and functionality to be delivered under the Contract and the involvement of customers in the process.

• Training of staff to deliver excellent customer service, involved in staff appraisals and the recruitment process.

• Good problem solving skills to handle the dissatisfied customers and decision making abilities to answer the critical client queries.

• Identify risks and issues that can apply to each maintenance agreement obligation and escalate to management.

• Prepare a service resource loading forecast for baseline support obligations such as PMI plans that requires staff utilisation for staff capacity planning and business growth.

• Ensure field staff OH&S requirements are met for compliance.

Basic Requirements

Education & Qualifications

Essential:

• Technical training in Electronics / Telecommunications / Computer industry or equivalent experience working in a telecommunications managed services environment

• Strong customer and team focus, ability to lead and develop the Field team to further enhance and upskill knowledge, skills and experience.

• Understanding of ITIL framework and principles

Desirable:

• Engineering certification in Electrical / Electronic or equivalent communications industry experience

• Experience in dispatch console systems, voice logging environments and other land mobile communication systems.  

Professional Experience

Essential: 

• Demonstrated experience (10 years+) in the establishment of positive customer relationships in a services environment.

• Demonstrated experience in leading customers through systems implementation handover to operations, or lifecycle upgrades and resolving difficulties on high impact mission critical customer operations.

• Demonstrated team leadership experience.

Desirable:

• Familiarity of Motorola digital land mobile system product knowledge (P25/DMR/TETRA)

 

Personal Attributes

• Ability to work under pressure and manage competing priorities while meeting Key Performance Indicators and Service Levels 

• Ability to work with minimum supervision and direction. 

• Excellent communication skills (verbal, written and presentation).

• Ability to explain complex information to all levels of staff and customers.

• Outstanding customer relationship skills.

• Effective stakeholder management skills.

• Ability to engage, negotiate and influence at all levels.

• Excellent time management skills.

• Ability to plan, prioritise and meet strict deadlines. 

• Strong business acumen and inter-personal skills.

• Capable of working through commercial issues and recommend course of action.

• Should have a systematic, analytical approach to fault finding. 

• Ability to articulate ideas clearly and concisely.

• Ability to interpret and manage budgets.

• Self motivated.

• Integrity.

Travel Requirements

Under 25%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

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.