Subscriber Technical Team Lead

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 Subscriber Technical Team Lead will work closely with the functional teams and the primary relationship is support to the National Subscriber Manager, working closely with the Operations Manager and Service Delivery Manager on a day-to-day basis.

Ensuring strong working relationships are formed with the Operations Manager, Service Delivery Manager, National Support Services Manager, as well as customers and sub-contractors to provide maximum exposure to operational issues and priorities. Will supervise the Subscriber Team in Tasmania.

The Subscriber Technical Team Lead works closely with the following:

• TasGRN Subscriber Team

• TasGRN Operations Manager

• TasGRN Service Delivery Manager

• TasGRN Operations and Field Engineers

• TasGRN Subcontractor installation representatives

• TasGRN Customer representatives responsible for subscribers, fleet operations and acceptance of installations

• TasGRN Telstra NOCC

• National Subscriber Manager

• Motorola subject matter experts, material management and quality control personnel
Job Description

• Provide supervision and coordination for the Tasmania subscriber team tasks and activities, ensuring relevant KPls and SLAs are met.
• Manage and approve timesheets and leave requests for the subscriber team.
• Provide employee feedback, conduct performance evaluations, review business and development goal setting for the subscriber team.
• Contribute to the resource loading forecast for baseline support obligations, including staff utilisation for capacity planning and business growth.
• Manage the subscriber team vehicle installation and design tasks, including quality auditing, and vehicle design documentation.
• Manage subscriber team equipment imaging, configuration and equipment and material refurbishment tasks as described below:
  • Program subscriber terminals as per prescribed procedures.
  • Ensure the relevant systems are updated when any subscriber equipment configuration is altered.
  • Identify faulty equipment and materials and determine the most suitable course of action to repair.
  • Perform asset tagging including updating any applicable database.
  • Coordinate asset movements in line with subscriber requirements, other departments and various project activities.
  • Update applicable asset registers and keep relevant records in the relevant systems. 
• Manage the subscriber team logistics tasks including equipment deliveries, shipping processes and vendors, and warehouse maintenance.
• Manage related tasks and activities required by the Depot Partners in providing subscriber support and vehicle installation/deinstallation services.
• Provide support and an escalation point for activities performed by the Depot Partners.
• Provide a level of vendor management for the Depot Partners, including tracking of costs, invoice review and approval, raising purchase orders and review of service performance.
• Liaising and planning with customers for vehicle installation/deinstallation activities.
• Maintain customer relations and attend customer meetings to review service delivery, performance and issue resolution.
• Provide reports on subscriber equipment, related incidents, installations/deinstallations or related projects as required.
• Other related vehicle subscriber activities as directed by management.
• Identify and implement areas for improved service quality and best practice delivery.
• Must be prepared to work overtime on occasion as required.
• Comply with Motorola Quality policies and practices.

Basic Requirements

Essential:

• Customer Service, Project Management/Coordination or Administration/support
• Experience with Motorola radio communication equipment

Desirable:

• Team Lead, Supervisor or Team Management
• Previous experience with radio equipment installation in commercial or emergency services fleets.
• Procurement or Supply Chain

Travel RequirementsUnder 25%
Relocation ProvidedNone
Position TypeExperiencedReferral Payment PlanYes

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.

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