Program Manager (26265)

Summary

The Program Manager (PM) is the “voice of the customer (VOC)” and leader of the Customer Focus Team (CFT). The PM is accountable for the operational performance to the customer and the achievement of NEOTech’s internal financial performance of the customer. The PM works directly with Account Management (AM) and site General Manager (GM) to drive business growth organically and/or with Business Development (BDM) to launch new customers. Ensures the timely and successful delivery of product, services and solutions according to customer needs and objectives aligned with internal goals. Prepares and shares account metrics with the AM, GM or BDM to drive improvement.

Essential Job Elements

• Lead CFT meetings and maintain notes/action items shared internally and with the customer. Follows-up internally to close NEOTech’s action items with appropriate team members and works closely with the customer to ensure customer’s action items are closed and support where needed

• Leads weekly/monthly meetings with customers (frequency depends on customer)

• Responsible for sales order process as it relates to customer change requirements.

• Drive customer satisfaction while ensuring NEOTech’s best interests/goals/financials are achieved

• Manages internal communication of metrics (inventory turns, quality, delivery (OTD), tariffs / duty recovery, PPV’s, E&O, etc.) as well as metrics with the customer (monthly or quarterly depending on the customer)

• Communicates NCNR parts to customers and had the customer signoff. Give date and if no signature then escalate to Account Manager if no response from customer. Do not place parts order if signature is not received

• Pricing – Initiate CFT quotes or reprices with AM as needed and schedule kick-off (low MVA, PPV, etc.) with Supply Chain Solutions Management (SCSM)

• MSA – know Terms and conditions and request Account Management(AM) for help w/ end of life EOL agreements; Contract Review

• Maintain profitability per NEOTech’s objectives and review project costs vs. quotations to ensure margins are being met

• Develop and cultivate new business opportunities.

• Escalate when issues cannot be resolved so open items are closed in a timely manner. Limit customer and internal risks.

• Responsible for sales order process as it relates to customer change requirements.

• ECO/ECN implementation and present cost impact to the customer with recovery PO

• Work closely with Operations to ensure timely implementation of production schedules.

• Ability to interface with key managers at NEOTech to achieve escalation of projects as required for completion

• Support and follow all ISO standards related to NEOTech’s various Quality Management Systems, and all corporate and site 5S objectives.

• Present excess & obsolete (E&O) to customer on a monthly basis and drive resolution, work with AM for resolution. Coordinate the program Excess & Obsolete (E&O) Mitigation Plan.

• Other duties as assigned