Purpose Statement: The Program Manager leads the tactical interface between the customer and various Plexus functional areas. This position is responsible for leading the Customer Focus Team (CFT) and managing the day-to-day customer relationship. In essence, be the "voice of Plexus" to the customer and the "voice of the customer" to Plexus.
Key Job Accountabilities:
- The Program Manager is responsible for managing the tactical, business customer relationship.
- Lead Customer Focus Team to deliver appropriate levels of customer service and satisfaction.
- Manage and Lead Tactical Customer Support.
- Manage the customer relationship.
- Accountable to execute on Plexus' Best People strategy, leaders will focus on evaluating potential, driving succession planning and ensuring that their employees receive the development and coaching required to realize their full potential.
Additional Accountabilities:
- Lead Customer Focus Team to deliver appropriate levels of customer service and satisfaction:
- Develop and lead the team such that members are engaged, responsible and productive to satisfy internal external metrics.
- Support the customer focus team in continuous improvement / lean activities and programs.
- Work with team members to present issues and alternatives to the customer.
- Ensure the CFT is properly interpreting and executing contractual requirements.
- Manage and Lead Tactical Customer Support:
- Work with CFT to provide acceptable commitments based upon customer demand and Plexus capabilities.
- Work with Customer Focus Team to ensure demand is properly loaded into Master Production Schedule (MPS) and driven through to the Materials Requirements Planning (MRP) system.
- Monitor customer's open orders.
- Obtain, analyze and report customer's rolling, periodic forecast.
- Coordinate, negotiate and communicate commitment dates on customer orders.
- Work with CFT to hold effective Kick-offs and Manufacturing Readiness Reviews (MRR's).
- Exhibit a working knowledge of the program's financial metrics (i.e., Profit & Loss (P&L), Balance Sheet, return on capital employed (ROCE), etc.).
- Participate in periodic revenue reporting updates and work with finance to establish customer goals.
- Negotiate with the customer to maximize recovery of appropriate costs (i.e., purchase price variance (PPV), non-recurring expense (NRE)) and increase profitability.
- Coordination of periodic pricing reviews.
- Ensure timely OIX resolution through:
- Verification and communication of OIX to customer.
- Drive OIX resolution from customer (with MTM and CM).
- Ensure Engineering Change Orders (ECO's) are implemented effectively and priced appropriately.
- Escalate issues as appropriate through internal site management and corporate resources.
- Maintain an awareness of the customer's life cycle plan for assemblies and product lines.
- Coordinate timely execution of quotes for existing customers as required.
- Submit Request for Quotation (RFQ) to quoting.
- Lead CFT in quote review.
- Provide quote to customer/CM.
- Manage customer relationship.
- Maintain high levels of customer satisfaction with an advocacy attitude and drive.
- Provide timely response to customer requests with answers and commitments.
- Facilitate and support Quarterly Business Reviews and drive to closure subsequent actions.
- Work closely with customer and internal team members to resolve customer issues.
- Coordinate customer site visits.
- Occasional travel may be required to meet the needs of the business (25%).
- Additional duties as assigned.
Education/Experience Qualifications:
- A minimum of a Bachelor's is required_._
- Two (2) years of related experience is required; Two (2) or more years of related experience is preferred.
An equivalent combination of education and experience sufficient to successfully perform the key job accountabilities may be considered.
Other Qualifications:
- Intermediate Computer Skills.
- Intermediate Decision Making/Problem Solving Skills.
- Intermediate Verbal and Written Communication Skills.
- Employee must be assertive and self-motivated with the ability to work independently and in a team environment.
- Ability to lead a team in a matrix organization.
- Must be able to problem solve, prioritize and have the ability to multitask and continuously improve processes and capabilities.
- Must possess excellent oral and written communication, organizational and troubleshooting skills.
- Ability to discern the alignment of customer requests and actions against contractual stipulations and accepted business conditions.
- Create presentations, documents, etc. for management and customers to effectively communicate business problems and solutions.
- Must demonstrate management skills as defined by company leadership development.
- Familiarity with financial metrics and levers that drive the metrics; ability to develop and implement improvement actions.
- Ability to learn the operating fac
