Want to know if this job is worth applying to?
Washington Remote Work, United States of America
Remote only
Not Available
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.
Motorola Solutions (MSI) is seeking a Quality and Data Analytics Program Officer to support the Global Navy and Air Force Sustainment Programs. This critical role ensures the delivery of high-quality products and services throughout the deployment lifecycle. As part of a strategic quality team, you will address complex customer issues and drive service excellence.
This role will manage quality deliverables for the $34M annual recurring revenue Navy Global Sustainment Program. Key responsibilities include generating weekly, monthly, quarterly, and annual reports focused on systems analysis and Service Level Agreement (SLA) performance.
Data Analysis & Reporting: 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.
Cross-Functional Collaboration: Partner with Supply Chain, Product Groups, Sales, and Deployment teams to drive unified resolutions for quality issues.
Customer Interface: 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.
Issue Resolution: Lead root cause analysis (RCA) and execute corrective or preventive actions throughout the deployment lifecycle to ensure verified closure for the customer.
Provide product quality (HW/SW) support
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)
Provide Motorola Technical Notification (MTN) Support
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
Transactional Survey Support
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
Field Updates: Provide field teams with regular updates on customer engagements and resolution status, including in-person meetings as required.
Software Proficiency: The ability to use standard business software (e.g., Google Suite, Microsoft, email, spreadsheets, scheduling software).
Motorola Technologies: Deep understanding of Motorola Solutions P25 Trunking Network Systems, Motorola radio systems and their application, Radio Frequency (RF) theory. As well, excellent knowledge and demonstrated proficiency in using hardware and software tools for both RF and Networking equipment.
Candidate Requirements:
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.
Previous military or Department of Defense (DoD) experience, or professional exposure to military or federal work environments, is preferred.
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.
#LI-NJ1
Target Base Salary Range: $105,000 - $120,000 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.
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.
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 complete this Reasonable Accommodations Form so we can assist you.
