Hardware Maintenance Services Program Manager
Location
Coppell, TX | United States
Job description
SUMMARY OF FUNCTIONS:
Under the general direction of the VP of Equipment Programs , the Hardware Maintenance Services Program Manager (PM) is responsible for managing all aspects of the Customer Account ensuring Sagent provides the Support Services and Maintained Products in accordance with the approved Statement of Work. This includes both reactive and proactive hardware support including remote technical support, onsite technical support, and hardware replacement. Additionally, at the direction of the VP of Equipment Sales, the PM may be asked to support other Customer facing programs or activities spanning across the Equipment Programs Business Unit.
KEY RESPONSIBILITIES: Includes but not limited to
- Serves as Sagent's Customer Focal Point accountable for Cost, Schedule, and Key Performance Indicators (KPIs) in accordance the Program Statement of Work
- Supervises team members
- Serves as an expert on assigned programs which include all customer contacts/roles, programs deliverables, and customer expectations
- Responsible for full data analytics and reporting on a determined regular basis
- Manages all Subcontractors and Vendors assigned to the program
- Maintain minimum stocking levels for all parts/systems and provides monthly reports
- Tracks all Maintained Product Inventory by Serial #s and where they are located at all times
- Follow Manufacturer's RMA processes for all Maintained Products
- Facilitates Quarterly Business Reviews (QBRs)
- Facilitates Monthly Business Reviews with Customer IT Leadership
- Tracks failure rates and delivers Weekly Failure Reports
- Ensures Customer invoicing is accomplished in accordance with Contract Requirements
- Conducts quarterly profitability meetings
- Participates in the Customers Supplier Partner Conferences as required
- Administers project cost accounting using Sagent's Dynamics AX ERP system
- Oversees and approves all costs associated with assigned programs
- Works collaboratively with all Sagent Departments to ensure interdepartmental needs are addressed in a timely manner
SKILLS/KNOWLEDGE/EXPERIENCE REQUIRED:
- Bachelor's degree in Management, Marketing, Sales or Communications preferred
- Strong Program Management background
- Experience with Power BI, Tableau or other, preferred.
- Advanced Microsoft Office skills with emphasis on Excel
- Must be self-motivated and self-disciplined and provide follow-up to all customer inquiries
- Excellent verbal and written communication skills
- Excellent problem-solving skills
- Strong attention to detail and ability to maintain an effective organizational system
- Ability to adapt to change
- Ability to read and interpret documents such as procedure manuals or operating instructions
- Ability to multi-task in a demanding sales environment
- Ability to calculate figures and amounts
- Valid driver's license and reliable transportation required
- Ability to work in a fast-paced environment, effectively balancing multiple concurrent assignments
PHYSICAL DEMANDS | WORK ENVIRONMENT:
The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.
- Mobility within the office including movement from one end of the building to the other
- Access information using a computer
- May need to access information using binders weighing less than 5 pounds
Job tags
Salary
