What are the responsibilities and job description for the Senior Program Manager position at MC Test Service Inc?
We are hiring now for a Senior Program Manager in Billerica, MA!
SMTC Corporation was founded in 1985. SMTC is a mid-size provider of end-to-end electronics manufacturing services (EMS) including PCBA production, systems integration and comprehensive testing services, enclosure fabrication, as well as product design, sustaining engineering and supply chain management services. SMTC has facilities in the United States, Mexico, China and Canada. Services extend over the entire electronic product life cycle from the development and introduction of new products through to the growth, maturity and end-of-life phases.
Benefits Highlights:
*401K with company match
*PTO, Paid Holidays
*Tuition Reimbursement
*Medical HRA Plan
*Short term/Long term Disability Insurance, etc.
The Senior Program Manager leads the tactical interface between the customer and various SMTC functional areas within the Customer Focus Team (CFT) organizational structure. This position acts as the top leadership of the CFT, having ownership of CFT effectiveness and driving improvements in CFT operations to improve customer satisfaction. The primary responsibility of the Sr. Program Manager is to lead and improve the CFT to create the collaborative environment that exceeds customer expectations. The Sr. Program Manager is a collaborative and influential leader that is capable of driving cross-functional continuous improvement within the CFT and SMTC.
Duties:
• Act as the primary customer contact at SMTC for a defined group of customers.
• Lead Customer Focus Team to deliver appropriate levels of customer service and satisfaction
• Lead CFT team such that members are engaged, responsible, and productive to satisfy internal and external metrics
• Build CFT processes for effective management of tactical execution.
• 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
• Ensure there is consistent and clear alignment between SMTC production scheduling and customer expectations
• Own the results of NPS (Net Promotor Score) Customer Survey results, including corrective actions where necessary.
• Has a relentless drive for clarity in customer expectations and SMTC communication.
• Work with CFT to provide acceptable commitments based upon customer demand and SMTC capabilities
• Work with CFT to ensure demand is properly loaded and driven through to the Materials Requirement Planning (MRP) System
• Work with CFT to hold effective kick-offs and Manufacturing Readiness Reviews
• Exhibit a working knowledge of the program's financial metrics
• Product Change Notices (PCN's) are implemented effectively and priced appropriately
• Escalate issues as appropriate through internal site management and executive management teams
• 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
• Manage the 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
• Coordinate customer site visits
• Occasional travel may be required to meet the needs of the business (25%)
• Additional duties as assigned by management
Education and Experience for the Senior Program Manager:
• A minimum of a Bachelor's Degree is required for this position.
• Experience of 10 years is required for this position, assuming education requirements are met. Equivalent industry experience is highly desirable
SMTC is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, disability, veteran status, genetic information or other protected status.
If you require assistance completing this application due to a disability, please contact Human Resources to ask for an accommodation or an alternative application process.
