Customer Program Management Analyst

General Overview

Incumbents apply in-depth knowledge in a specific area of specialization. Work is performed within established professional standards and practices. Works on problems of moderate scope where analysis of situations or data requires a review of identifiable factors and a considerable degree of judgement. Erroneous decisions or failure to achieve results may have a negative impact on the divisions/departments operations, schedules, and/or performance goals. Works under minimum Supervision. Seeks approval from others on matters outside of job/role scope. Receives instruction on specific assignment objectives and possible solutions. Unusual problems are solved jointly with manager. Work is reviewed for application of sound technical judgment. May lead a work group or project team consisting of technical and support staff. Builds internal and external relationships, with emphasis on those that facilitate the achievement of job/role accountabilities, such as relationships with key suppliers, customers and internal service.

Detailed Description

• Works as a member of team responsible for day-to-day activities of customer accounts to ensure that product deliveries are on time and that projects/programs are on schedule/develop action plans to correct out of plan conditions.
• With guidance from more experienced team members manages customer account profitability; forecasting, planning and monitoring efficiency and execution of strategies.
• Strong participation in pricing/bid preparation and the development and management of contract terms.
• Manages and monitors customer satisfaction day to day and formally (customer surveys, self assessments, complaint management, problem resolution, satisfaction management).
• Communicates frequently with customers to help ensure satisfaction with the company and the products.
• Co-ordinates and hosts regular/as needed program tracking meetings with the customer and internal account team members to ensure ongoing communication and up-to-date progress/status reporting occurs.
• Receives and resolves customer issues and complaints. Monitors the impact on inventory of order changes.
• Provides performance reporting and analysis for monthly Operations Reviews and quarterly Customer Performance Reviews.
• Works with cost engineering, finance and SCM staff to coordinate efforts to analyze costs and price variances.

Knowledge/Skills/Competencies

• In-depth knowledge of the manufacturing process, schedules and scheduling requirements, and SCM.
• In-depth knowledge of the business issues associated with manufacturing PCBs.
• In-depth knowledge of product pricing, contracts and contract negotiations.
• Thorough understanding of business risks and price make up (Value add and Materials)
• Excellent customer contact, negotiation and problem resolution skills.
• Good presentation, database management and computer skills.
• Ability to manage multiple, detailed projects to a successful end while working under tight time deadlines.
• Strong interpersonal skills and ability to effectively communicate with a wide variety of internal and external customers.
• Ability to effectively lead and motivate a diverse group of employees to achieve high production within tight time deadlines.

Physical Demands

• Duties of this position are performed in a normal office environment.
• Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data.
• Repetitive manual movements (e.g., data entry, using a computer mouse, using a calculator, etc.) are frequently required.
• Above demands are carried out within the local existing Health and Safety guidelines

Typical Experience

Three to six years of relevant experience

Typical Education

• Bachelor's degree in related field, or consideration of an equivalent combination of education and experience.
• Educational Requirements may vary by Geography