.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:- Manage the customer relationship.- Lead Customer Focus Team to deliver appropriate levels of customer service and satisfaction.- The Program Manager is responsible for managing the tactical, business customer relationship.- Manage and Lead Tactical Customer Support.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