Customer Experience Program Manager Jobs in Tennessee

SUMMARY:

The Customer Program Manager is responsible for leading all stages of the customers program or project and is the primary contact for Specialized Gear Services (SGS) customers. The position requires an individual that demonstrates a customer-centric work ethic, has excellent communications skills, and is dedicated to continuous improvement initiatives. This position interacts with both the external customer, suppliers, and internal operations with regards to status and execution throughout the life of the program.

Responsible for negotiation and management of large, complex contracts and changes, review of proposal preparation; responsible for delivery, technical baseline, and terms and conditions. Performs contract review and acceptance; administers and monitors contract performance. Manages scope of the work and schedule to ensure customer satisfaction and contract compliance throughout manufacturing, purchasing, and finance.

ESSENTIAL FUNCTIONS:

• Responsible for all facets of customer relations in SGS; Manage assigned projects from proposal stage through completion ensuring compliance of all program requirements.
• Participate in and Co-lead daily production meetings with SGS Management and Engineering.
• Close coordination with organization managers/leads to keep programs on schedule. Create and maintain project plans for specific customer needs.
• The individual will be required to interact with key customers keeping them informed of manufacturing schedules in a professional and timely manner.
• Responsible for understanding and performing risk analysis for programs / projects as required. Must ensure that the risk is being mitigated and that contingencies are in place where applicable.
• Works with Quality to ensure timely and accurate customer communications regarding quality issues and planned resolution.
• Works with Supply Chain to ensure sustainable sourcing and processes are secured to support manufacturing needs.
• Work with management to align designated staffing required to support contract execution.
• Problem solving in a team environment using lean methodologies including Root Cause Analysis and Corrective Action tools will be required.
• Responsible for timely collection and resolution of account receivables.
• Support business growth objectives for both the company and departments strategic deployment goals (SDs).
• Answers incoming calls pertaining to SGS sales and services.
• Travels to customer facilities as requested by Management.
• Assist with customer/vendor entertainment as requested by Management.
• Actively participate in the Gear Solution Engineering Team, supporting Application Engineering and Training business functions as needed.

JOB SPECIFIC SKILLS, KNOWLEDGE, TRAINING, OR EXPERIENCE:

The candidate for this position should have a minimum of three years’ customer / program management background. Engineering or specific project management experience is a plus. Industrial production experience desired, preferably in a machine products-related industry. An understanding of gears and Curvic Couplings desired but not required.

• Demonstrated experience leading and managing programs / projects from inception through execution resulting in a successful conclusion regarding customer satisfaction and achievement of company goals.
• Experience in Project Management in the industrial sector preferred.
• Experience in business and quality systems that supports ISO 9001:2015, ISO 14001:2015 and AS9100 requirements.
• Must be able to manage multiple programs simultaneously with a focus on meeting customer needs and expectations to ensure on-time delivery.
• Must possess proficient writing and verbal communication skills. Can present information to a variety of audiences including management, customers, vendors, peers, etc. Ability to translate complex commercial and technical requirements for all involved in the project.
• Experience working directly on site with Customers in related Project Manager position.
• Position requires occasional evening/weekend work hours as needed to accommodate workload.
• Demonstrated experience with project risk analysis and the mitigation / resolution of same.
• Demonstrated experience with data management systems. Creation and execution of contracts, sales orders, and product configuration.
• Demonstrated inter-personal skills within a company-wide collaborative environment as well as with an external customer base.

COMPUTER SKILLS:

SAP Modules: Sales, Materials, Quality and Production

Other: Word, Excel, Access, PowerPoint, Project, Outlook

TRAVEL REQUIREMENTS:

Travel requirements are <10% of the time and within the United States.

MINIMUM EDUCATION AND/OR EXPERIENCE REQUIRED:

Bachelor's degree (B. A.) from four-year college or university; Bachelor’s Degree – Business Management or Mechanical Engineering; and 5-7 year(s) related experience

and/or training; or equivalent combination of education and experience.