The Program Manager is the “voice of the customer” and leader of the Customer Focus Team (CFT). The Program Manager is accountable for NEOTech's operational performance to the customer and the achievement of NEOTech's internal financial performance of the customer. The PM works directly with sales to explore and grow new business opportunities within the existing customer base.
Essential Duties and Responsibilities:
Identify, define, document and manage customer expectations.
Responsible for the overall Customer Satisfaction Index (CSI) process for the customer.
Aligning the criteria with the customer’s expectations.
Responsible for customer communication.
Key interface between the customer and the CFT responsibilities.
Program updates inclusive of quality, cost and delivery.
Responsible for sales order process as it relates to customer change requirements.
Coordinate the program Excess & Obsolete (E&O) Mitigation Plan.
Coordinate new quotes and ECO cost impact.
Communicate documentation needs and ensure receipt of requirements for product builds.
Maintain and drive Action Item List.
Represent CFT in management account reviews.
Schedule and lead cadence of activity with CFT and the customer.
Provide solutions to the customer.
Anticipate customer needs & provide proactive responses.
Work closely with Operations to ensure timely implementation of production schedules.
Limit customer and internal risks.
Develop and cultivate new business opportunities.
Contract Review.
Terms and Conditions (T’s & C’s).
Acts as leader among CFT teams to ensure that time, risks, costs, quality and other project requirements are met.
Sets CFT priorities.
Ability to manage internal CFT teams and equivalent customer levels.
Ability to interface with key managers at OnCore to achieve escalation of projects as required for completion.
Support and follow all ISO standards related to OnCore’s various Quality Management Systems. These systems may include, but are not limited to, quality, the environment, health, safety and security.
Support all corporate and site 5S objectives.
Perform all other duties, as assigned.
Job Knowledge, Skills & Abilities:
Excellent written and verbal communication skills.
Detail oriented.
Must be a team player and highly motivated.
Must be able to work in a fast paced environment.
Strong leadership and problem solving skills.
Project management and presentation capability.
Proficiency in Microsoft Office Suite.
Effective organization and prioritization skills
Ability to work collaboratively with suppliers or customer with direction and oversight
Effective interpersonal skills
Ability to take on project leadership/ownership
Proven ability to complete projects in a timely manner
Ability to support a 24/7 global business operation as required
Demonstrate discretion, confidentiality, independent judgment and professionalism when representing the company
Excellent written and verbal communication, as well as presentation skills
Ability to work well individually or in teams
Understanding of and ability to use continuous improvement tools
Available for travel up to 10% of the time, including day, overnight and internationally, as required
Participate in a continuous improvement activity with complete documentation, including a follow up review with the team in a presentation format
Experience/Education:
Bachelor’s Degree, or equivalent experience.
5+ years of experience in contract electronics manufacturing / work history success in other fields of employment.
