The Program Manager is responsible for planning, executing, and overseeing sheet metal fabrication programs from concept to completion. This role involves managing resources, coordinating teams, and ensuring that projects are delivered on time, within budget, and to the highest quality standards. The Program Manager also plays a key role in customer communication and relationship management.
DUTIES & RESPONSIBILITIES
- Provide positive customer support and superior service.
- Leads a design team through full product development and into production.
- Act as a liaison between customers and sales, engineering, manufacturing, quality, and shipping consulting on technical requirements and competencies needed during quoting.
- Provides technical input to help identify and solve project risks that may affect overall project plans and schedules.
- Process requests for quotes and initiate order placement.
- Process customer change requests, and review customer open order reports.
- Investigate and resolve problems related to new orders, shipments of products, discrepant material, and billing.
- Maintain customer service records, and associated databases.
- Responsible for contacting customers regarding schedule changes in order to maintain on-time delivery.
- Ensures all documents are of professional quality and that they meet both company guidelines and customer imposed requirements.
- Light to moderate travel to company, customer, and other facilities.
- Ensuring that performance on key business metrics achieves business objectives (revenue growth, margin performance, cost management/PPV, inventory turns, AR management, etc.)
- Ensuring that performance on key customer satisfaction metrics achieves customer objectives (price performance, on-time delivery, quality, etc.)
- Coordination of customer priorities with factory priorities.
- Proactively providing feedback on opportunities for continuous improvement, based on having a solid understanding of engineering and manufacturing processes.
- Interfacing with the customer at a high level and being able to successfully manage key revenue programs.
- Maintain customer and MASS Quality requirements.
- Maintain a clean and safe working environment by complying with procedures, rules, and regulations.
- Contributes to the department’s team effort by accomplishing related results as needed.
EDUCATION, TRAINING & EXPERIENCE
- Requires a related degree or a minimum of 5 years of experience as an Account/Program Manager or a representative in an intensive customer service oriented field.
- Engineering or Manufacturing related degree preferred.
- Excellent communication, leadership and interpersonal skills.
- Strong understanding of the sheet metal manufacturing processes and techniques.
- Proficiency in project management software and tools.
- Ability to work well under pressure and meet tight deadlines
KNOWLEDGE, SKILLS & ABILITIES
- Requires excellent presentation skills and active listening abilities.
- Requires strong problem solving skills, and the ability to perform within tight time constraints.
- Excellent time management skills
- Quick study with ability to come up to speed on current projects quickly.
- Must have working knowledge of multiple engineering disciplines
- Requires some knowledge of products, technologies, and customer markets
- Must be able to manage and resolve conflicting product and project requirements.
- Excellent written and verbal communication skills with the ability to communicate at the appropriate level across the organization.
- Proficient with MS Office including Word, Excel, and PowerPoint
- Ability to commit to a flexible schedule and prompt arrival to scheduled shifts.
- Ability to follow verbal instructions
- Ability to be cross trained in other departments to help with unexpectedly high demands.
- Required to lift and carry up to 25 lbs.
- Required to wear PPE when in the production area
- Good interpersonal and communication skills; team mentality with the ability to motivate.
- Ability to interface effectively with customers, subordinates, peers, subcontractors, and vendors
- Demonstrated leadership skills and ability to multitask and adjust priorities quickly
- Must be able to operate with minimal supervision in a manner consistent with company goals
WORK ENVIRONMENT
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Office Environment. No physical minimum requirements, or lifting pertain to this position.
HOURS / SHIFTS
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8 am to 6 pm Monday through Friday.
