Position Title: Program Manager

Reports to: Manager, Customer Programs

Nature & Scope of Position

Responsible for establishing, monitoring and achieving strategic, operational and financial objectives of a specific program(s) within the business unit. The program manager should foster positive customer relationships while ensuring we adhere to internal and contractual requirements by working closely with supporting departments. 

Position Accountabilities

• Coordinate and oversee all logistics associated with engine overhaul and repair.

• Make sound decisions in regards to serviceable vs. new parts at installation by having a basic knowledge of PWC warranty and commercial support programs that are available to the operator. 

• Collaborate with the piece parts team for program accessory repairs.

• Manage work authorizations and work closely with the field service network.

• Have an advanced understanding of contractual requirements. Ensure supporting departments are educated on the details that pertain to them.

• Establish and maintain positive customer relationships as the main point of contact. Work with other departments to ensure customer requests are addressed in a timely and professional manner. Manage customer complaints and disputes.

• Work closely with bid development on contract extensions and amendments.

• Collaborate with the credit department on credit terms, payments, and overdue amounts.

• Report and present program objectives and progress to customers and internal stakeholders.

• Work closely with the customer service analyst to understand program financials. Ensure internal and customer reserve transactions and balances are accurate. 

• Forecast sales and other program financials as required. 

• Develop and maintain fleet forecasts. Must know the customers event schedule and be able to offer advice on fleet planning as needed. 

• Quote and manage VMAX program enrollments and transfers.

• Participate in program and process improvement projects.

• Model behaviors consistent with good quality, health and safety, and environmental management practices.

Qualifications

• Strong planning, organizational, analytical, interpersonal, decision making, oral and written communication skills.

• Strong negotiation, conflict resolution and customer service skills.

• Strong product knowledge, including engine applications, technical knowledge of maintenance characteristics, familiarity with assemblies, modules, subassemblies and individual components, and familiarity with product Original Equipment Manufacturer (OEM)/technical manuals.

• Strong financial analysis skills.

• Familiarity with Windows Applications (most notably Excel), Navixa MRO, and Salesforce.com

• Ability to work flexible hours with occasional overtime.

• Willing to travel occasionally for program reviews.

Working Environment:

• An individual in this capacity must be aware of that the position will involve:

  • Working in an office setting, spending extended periods of time sitting at a computer.

  • Must be willing to walk to various areas throughout the facility as well as carting parts to various departments of which safety shoes would be required.

  • Overtime may be required from time to time to ensure responsibilities are fulfilled.