• The CSM manages Federal Government Land Mobile Radio service contracts with the responsibility for successful deliveries on all services designed for and utilized by the assigned customers. • Major emphasis on cultivating and developing key relationships and growing managed service product sales in multi-levels of large customer accounts. • Work closely with Sales Account Management, Pre-sale and Post-sale teams to service customers and to continue to grow the overall Motorola Service business. • Be responsible for goal driven business growth, account service plans, individual goals, and further development on customer satisfaction strategies. • Be responsible for achieving P&L goals, including those for service billings, and cost/margin performances. • Successfully market Motorola service capabilities to account base offered through the Federal Systems Technologists group, Federal Repair Depot, Authorized Service Subcontractors, and the National System Support services.

• Provides essential support to the Federal DoD Customer Support Manager to meet overall division and department goals and ensure customer satisfaction. • Directly supports Federal DoD CSMs to ensure the timely execution and compliance of contract commitments. • Coordinates, reviews, and prioritizes all contract and project efforts with the CSM. • Serves as a key liaison to ensure customer delight with service delivery. • Tracks all post-award contract service deliverables using a central repository. • Schedules all contractual commitments. • Assists with RFI and RFP responses. • Creates internal and customer-facing documentation related to contract services and best practices. • Works closely with Order Management teams to ensure all necessary data is accurately provided, loaded, and thoroughly completed.

• Lead and develop a 25+ person CS team (onshore + offshore), building a strong leadership bench (managers, team leads). • Establish clear performance standards, career ladders, and coaching/development/training programs. • Own SLAs, KPIs (CSAT, NPS, resolution time, first contact resolution), and workforce management. • Implement automation, macros, and tools to improve efficiency and scalability. • Introduce QA programs, escalation frameworks, and training processes to standardize excellence. • Serve as the voice of both the patient and CS reps cross-functionally, partnering with Product, Engineering, Clinical, and Supply Chain. • Ensure a seamless, empathetic, and efficient experience across all patient touchpoints. • Define and execute the vision for scaling CS and leveraging AI as we 2-3X patient volume.

• Field tier 1 customer inquiries by way of phone, email, chat, and our ticketing system across a range of products and services • Directly troubleshoot customer issues and resolve them by implementing attainable solutions • Evaluate and escalate bugs to development as they come to your attention inside the product • Provide feedback to develop support processes. Your input will ultimately add value for our customers • Apply technical writing skills in contributing to our growing knowledge bases (e.g. FAQs, Help Center, Training Material, Internal Documentation). • Empathize with customers by taking ownership and reassuring them that you will resolve their issues in a thorough, thoughtful, and timely manner • Work cross-functionally with other members within the organization