Program Manager Sr
hace 2 semanas
Purpose Statement: The Program Manager leads the tactical interface between the customer and various Plexus functional areas. This position is responsible for leading the Customer Focus Team (CFT) and managing the day-to-day customer relationship. In essence, be the “voice of Plexus” to the customer and the “voice of the customer” to Plexus.
Key Job Accountabilities:
- Manage the customer relationship.
- Lead Customer Focus Team to deliver appropriate levels of customer service and satisfaction.
- The Program Manager is responsible for managing the tactical, business customer relationship.
- Manage and Lead Tactical Customer Support.
Additional Accountabilities:
- Lead Customer Focus Team to deliver appropriate levels of customer service and satisfaction:
- Develop and lead the team such that members are engaged, responsible and productive to satisfy internal external metrics.
- Support the customer focus team in continuous improvement / lean activities and programs.
- Work with team members to present issues and alternatives to the customer.
- Ensure the CFT is properly interpreting and executing contractual requirements.
- Manage and Lead Tactical Customer Support:
- Work with CFT to provide acceptable commitments based upon customer demand and Plexus capabilities.
- Work with Customer Focus Team to ensure demand is properly loaded into Master Production Schedule (MPS) and driven through to the Materials Requirements Planning (MRP) system.
- Monitor customer’s open orders.
- Obtain, analyze and report customer’s rolling, periodic forecast.
- Coordinate, negotiate and communicate commitment dates on customer orders.
- Work with CFT to hold effective Kick-offs and Manufacturing Readiness Reviews (MRR’s).
- Exhibit a working knowledge of the program’s financial metrics (i.e., Profit & Loss (P&L), Balance Sheet, return on capital employed (ROCE), etc.).
- Participate in periodic revenue reporting updates and work with finance to establish customer goals.
- Negotiate with the customer to maximize recovery of appropriate costs (i.e., purchase price variance (PPV), non-recurring expense (NRE)) and increase profitability.
- Coordination of periodic pricing reviews.
- Ensure timely OIX resolution through:
- Verification and communication of OIX to customer.
- Drive OIX resolution from customer (with MTM and CM).
- Ensure Engineering Change Orders (ECO’s) are implemented effectively and priced appropriately.
- Escalate issues as appropriate through internal site management and corporate resources.
- Maintain an awareness of the customer’s life cycle plan for assemblies and product lines.
- Coordinate timely execution of quotes for existing customers as required.
- Submit Request for Quotation (RFQ) to quoting.
- Lead CFT in quote review.
- Provide quote to customer/CM.
- Manage customer relationship.
- Maintain high levels of customer satisfaction with an advocacy attitude and drive.
- Provide timely response to customer requests with answers and commitments.
- Facilitate and support Quarterly Business Reviews and drive to closure subsequent actions.
- Work closely with customer and internal team members to resolve customer issues.
- Coordinate customer site visits.
- Occasional travel may be required to meet the needs of the business (25%).
- Additional duties as assigned.
Education/Experience Qualifications:
- A minimum of a Bachelor's is required_._
- Four (4) years of related experience is required; Four (4) or more years of related experience is preferred.
An equivalent combination of education and experience sufficient to successfully perform the key job accountabilities may be considered.
Other Qualifications:
- Intermediate Computer Skills.
- Intermediate Decision Making / Problem Solving Skills.
- Intermediate Verbal and Written Communication Skills.
- Employee must be assertive and self-motivated with the ability to work independently and in a team environment.
- Ability to lead a team in a matrix organization.
- Must be able to problem solve, prioritize and have the ability to multitask and continuously improve processes and capabilities.
- Must possess excellent oral and written communication, organizational and troubleshooting skills.
- Ability to discern the alignment of customer requests and actions against contractual stipulations and accepted business conditions.
- Create presentations, documents, etc. for management and customers to effectively communicate business problems and solutions.
- Must demonstrate management skills as defined by company leadership development.
- Familiarity with financial metrics and levers that drive the metrics; ability to develop and implement improvement actions.
- Ability to learn the operating facets of the Electronic Manufacturing Services (EMS) industry.
- A working knowledge of MRP systems is required.
- Experience with Microsoft office is beneficial.
- General office equipment and materials.
Work Environment:
- The work setting
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