A&D Customer Success Manager (Senior Program Manager)

About the position

The program manager is responsible for the execution of customer strategies related to one or more customers including all products/programs from new product introduction through volume production. He/she is responsible for achieving high customer satisfaction, driving profitable business relationships and sales growth and providing strong leadership to the customer focus teams to ensure achievement of customer commitments. This roles requires a prior background within electronics manufacturing with a EMS CM or OEM. Preference is PCB and PCBA emphasis.

Responsibilities

• Leader of the customer focus team (CFT). Prioritize and monitors all CFT activities.
• Acts as primary day-to-day customer point of contact and functions as the primary Customer contact in resolution management and responsible for the overall health of the customer relationship.
• Ensures successful new product introduction.
• Executes to NPI standard process.
• Understands and monitors S&OP.
• Identifies and secures skills needed for effective transitions.
• Sets appropriate expectations with customers.
• Manages pricing and ECO prioritization during the process.
• Understands and maintains customer product knowledge and roadmap.
• Gains understanding of customer market and competition.
• Establishes and monitors KPI's related to E&O, PPV and inventory turns.
• Manages recurring pricing activities.
• Monitors and investigates technical, scheduling, financial and quality metrics, which deviate from established requirements; determines cause, and, takes corrective action.
• Schedules Executive Business Reviews (EBR) and Quarterly Business Reviews (QBR).
• Provides timely notification to GMs and global program managers of critical problems encountered, action taken, and anticipated effect on project objectives.
• Accountable for driving objectives related to continuous improvements.
• Accountable to ensure the build and delivery schedules by working with the customer, internal supply chain, and operations.
• Works with SCA to ensure resolution of excess and obsolete inventory issues.
• Ensures the recovery for costs related to ECO activity, Non-Recurring Expenses (NRE) and other miscellaneous.
• Meets and manages customer demand in accordance with contract, site inventory objectives, equipment and personnel capacity.
• Ensures customer demand (PO and Forecast) is managed and well understood by CFT members.
• Communicates updated data to close gap between customer request and Benchmark commitment.
• Tracks, trends and reports On-Time Delivery to customer request and Benchmark commitment.
• Monitors customer revenue plan through demand outlook.
• Understands contractual obligations of the contract related to flexibility allowances and manages requests for pull-ins and push-outs or cancellations.
• Ensures execution to contract terms and conditions to meet Benchmark's obligations.
• Communicates contract requirements internally.
• Conducts monthly Program Reviews utilizing Benchmark standard process.
• Executes customer quotation requests.
• Assesses risk utilizing and the Risk/Liability Tool.
• Ensures accuracy of quotations to protect gross margin.
• Validates the establishment of quotes to actuals costs comparisons.
• Coordinates with procurement organization to develop supply chain strategy which aligns with customer contract and site goals.
• Identifies risk of inventory exposure, coordinates reserve with site controller.
• Establish standard cost for parts based on customer's influence, material, labor standard changes or inventory days.
• Ensures Positive Price Variances alignment to site goals at the point of sale.
• Reviews Supply Chain data related to component lead-time, MOQ, and impacts to total inventory exposure.
• Responsible to determine if customer will be responsible for negative PPV and or associated procurement costs and if so, collect money from customer.
• Develops an understanding of DFx philosophy including Design for manufacturing, Design for Test, and Design for BOM or Cost and promotes with the customer and coordinates with the appropriate Benchmark function.
• Accountable for and ensures receipt and distribution of customer documentation packages.
• Coordinates collection and distribution of customer quality data.
• Ensures ECO process and impacts are captured and reported to customer.
• Monitors customer DPPM, DPU or DPMO with customer focus team to ensure quality measurements are within contract and customer required limits.
• Monitors customer escapes events and lead customer focus team to root cause and corrective action driving closer of issues.
• Monitors customer COPQ and works with CFT to reduce.
• Participates in MRB activities to drive rapid resolution of issues.
• Embraces change and adapts quickly to a new way of working.
• Actively uses analytical skills to solve problems by gathering data, analyzing it and drawing concise solutions.
• Actively uses, applies and promotes problem solving tools (root cause, 8D, 5 Why's, 6Ms, etc.) in daily activities to recognize and define problems, analyze data, develop and implement solutions, and evaluate outcome.
• Possess sound negotiating ability. Effectively explores alternatives and positions to reach mutually beneficial sales agreements that gain customers' acceptance and commitment.
• Exhibits solid understanding of the concepts and how to positively impact OI and RONA levers.
• Where applicable, recruits, interviews and hires team members. Continuously assesses individual and team strengths and development needs. Coaches and mentor subordinates. Creates and manages succession plans.
• Establishes clear measurable goals and objectives by which to assess individual and team results.
• Drives a lean culture. Identifies creative ways to reduce cost by streamlining processes and systems.

Requirements

• 4-year degree in engineering discipline or business.
• 8+ years of program management experience, 5+ years in a leadership role.
• Experience with more complex and larger customer accounts.
• Excellent written and verbal communication skills.
• Effective interpersonal skills.
• Effective multitasking skills and the ability to take on additional responsibilities as required.
• Effective organization and prioritization skills.
• Demonstrate high attention to detail.
• Ability to work with diverse groups.
• Demonstrates discretion, confidentiality, independent judgment and professionalism.
• Ability to work with minimal supervision and guidance, exercising discretion and independent judgment.
• Understanding of and ability to use continuous improvement tools.
• Strong customer service and client focus.
• Working knowledge of productivity tools, including Microsoft Office products and Teams conferencing software.
• Demonstrated leadership and people management skills including ability to effectively coach and mentor employees at all levels.
• Enthusiastic and motivational communicator with multi-cultural experience.
• Demonstrates effective customer interface skills.
• Excellent interpersonal skills with the ability to interact and influence individuals, internally and externally, across all levels, functions and geographies.
• Use of discretion with the ability to gain trust of business leaders and others to discuss and respond to sensitive and business critical issues.
• Effective negotiation and problem-solving skills.
• Effective analytical, planning and organizational skills.
• Collaborate and influence cross functional peer leaders in order to obtain support for process improvements.
• Solid financial understanding, risk analysis ability, relationship building and project management.

Benefits

• Career growth opportunities.
• Collaborative, diverse, and inclusive team environment.