Note: The job is a remote job and is open to candidates in USA. Motorola Solutions is a global leader in professional mobile communications systems, focused on enhancing safety and collaboration. They are seeking a Quality and Data Analytics Program Officer to ensure high-quality product delivery and address complex customer issues within the Global Navy and Air Force Sustainment Programs.
Responsibilities
- Analyze system performance metrics, including ticket closure rates, response times, and equipment failure/repair data
- Conduct weekly root cause analysis for P1 and P2 incidents to provide actionable solutions for the military
- Develop comprehensive weekly, monthly, and quarterly reports on system health and SLA performance
- Partner with Supply Chain, Product Groups, Sales, and Deployment teams to drive unified resolutions for quality issues
- Act as the primary quality representative for strategic customers
- Manage expectations during high-priority incidents and serve as the face of Motorola Solutions for internal field teams and government stakeholders
- Lead root cause analysis (RCA) and execute corrective or preventive actions throughout the deployment lifecycle to ensure verified closure for the customer
- Manage containment
- Ensure proper RCA is conducted
- Provide stakeholder guidance, communicate status, set expectations
- Assume decision making authority for warranty/replacement transactions (PLAN-X, SP Authorizations)
- Work with the Product Group on a program to reduce the complexity and volume of MTNs being released
- Engage in the development of MTNs to ensure they carefully account for customer experience and the fields ability to efficiently and successfully implement them
- Manage Cost of Poor Quality (CoPQ) related to MTNs
- Manage the SDI, Service and Upgrade Operations (UO) transactional surveys
- Submit surveys to customers
- Track and update field team on responses
- Ensure all customer issues get resolved
- Provide the field team with reports on response rates and scores
- Provide field teams with regular updates on customer engagements and resolution status, including in-person meetings as required
- The ability to use standard business software (e.g., Google Suite, Microsoft, email, spreadsheets, scheduling software)
- Deep understanding of Motorola Solutions P25 Trunking Network Systems, Motorola radio systems and their application, Radio Frequency (RF) theory
- Excellent knowledge and demonstrated proficiency in using hardware and software tools for both RF and Networking equipment
Skills
- Data Analytics and Reporting is Mandatory
- 5+ years of experience in one of the following: Quality, Service, Deployment, Sales, Engineering, Public Safety, Data Analytics, RF, P25 or the Military
- Ability to travel 25–50% to engage with strategic customers and field teams. This role is remote however, calls will occur during EST hours
- U.S. citizenship is mandatory
- Candidates must be legally authorized to work in the U.S. indefinitely (no employer sponsorship is available)
- The ability to successfully obtain and maintain a U.S. Government security clearance is a condition of continued employment, requiring the completion of a Standard Form 86 (SF-86) and obtaining the CompTIA Security+ certification or equivalent within the first 6 months of employment
- Required background clearance(s) as mandated by government customer(s) must be obtained
- A valid driver's license without traffic violations is required
- Bachelors Degree OR 5+ years of experience in one of the following: LMR, RF Systems, Data Analytics, Quality, Reporting, Motorola equipment, Telecommunications, Public Safety, Engineering, Networking P25, WAVE VoIP, or Military experience
- Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract(s)
- Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position
- Previous military or Department of Defense (DoD) experience, or professional exposure to military or federal work environments
Benefits
- 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
Company Overview