Program Manager
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Position Summary
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Responsible to acts as the focal point for customers of Metal Arts Machine Co. LLC. Interacts with customers to provide information in response to inquiries about products and services, handling and resolving complaints in a timely manner with courtesy and professionalism. Develops a communication plan for assigned programs and ensures functional support to each plan by performing the following duties.
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Duties and Responsibilities include the following. Other duties may be assigned.
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- Communicates and work with customers with regard to schedule changes, ECO requests, requirements and schedules, customer tracking requirements updates including POISR, FLT, Open Order Reports, PFEP’s, and recovery schedules.
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- Track projects, create/manage timelines (LOB’s/ HB’s) and facilitate day to day operational aspects of the program using the customer provided forecast. Provide accurate information in a timely manner.
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- Maintains a positive and professional working relationship with all buyers and customers.
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- Ensure internal and external issues are communicated and rectified quickly and accurately, ensuring management is aware, anticipating issues when possible and resolving prior to escalation.
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- Monitors purchase orders placed within the company for special need items, expedite charges, non-recurring engineering fees, and tooling charges.
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- Monitor/Enter all customer Purchase Orders verifying Lead Time, Pricing, Quality Codes, Engineering Rev Levels
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- Communicates customer feedback to Metal Arts Machine Co. internal customers to include priorities, quality, delivery, and Engineering Change Requests (ECR’s).
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- Updates and monitors customer delivery schedule status daily using the internal or external required systems/reports. Communicate any problems with the appropriate departments and or customers.
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- Prepare data and or presentations as part of, Program Management Reviews – Internal and External, and other required meetings.
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- Monthly Customer open order report/Min/Max reporting to MA open orders to ensure demand/wip are accurate.
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- Process RMA’s as required. Coordinates RMA’s and ensures a timely resolution.
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- Monitors customer provided forecast and gives recommendations to production flow.
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- Accomplishes daily tasks with quality work, discipline, and a sense of urgency.
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- Creates Processing PO’s and status of processing ops to ensure support of delivery schedule.
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- Ensures written and oral communications are professional.
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- Makes recommendations to improve processes.
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- Coordinate communication between internal support groups and customers to address all requests for information, quality issues, schedule priorities, delivery performance, engineering revisions, and demand.
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- Ensure internal departments are supporting customer delivery schedule.
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- Must be able to provide response to RFQ’s (spares/expedites) as needed.
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- Interpreting data trends and patterns as they relate to the organization
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Computer Skills:
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- To perform this job successfully, an individual should have knowledge of:
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- Extensive working knowledge of Microsoft Platforms including
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- Word – making forms and using developer a plus
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- Excel – extensive formula knowledge, pivot tables, etc.
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- Outlook – creating task to flow to multi departments
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- PowerPoint
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- Knowledge of MRP/ERP system (knowledge of Job boss preferred)
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- Knowledge of SQL and data mining
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Education/Experience:
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- High school diploma or general education degree (GED);
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- Two to four years related experience and/or training; or equivalent combination of education and experience.
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Specialized Training:
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- 3+ years of Customer Service or Program Management experience preferred
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- MRP or ERP system experience beneficial
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- Machine shop understanding a plus
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- Aviation background helpful
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Knowledge, Skills and Other Abilities:
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- Ability to manage without authority
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- Willingness to apply hands-on approach in supporting customer activities and to step in when needed, not just observe
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- Strong ability to set priorities, solve problems, and be resourceful when under pressure
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- Excellent planning, organizational, time management, and personal interfacing skills
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- Polished professional with outgoing attitude, be a team player, and enjoy making guests feel welcome
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- Good typing skills, high level of proficiency with general office pc applications (MS Word, Excel and PowerPoint), and comfortable with learning new applications as required
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- Proven job diligence, dedication, and attention to detail
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- Quality orientated, must understand requirements of AS9102
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- Comfort and experience interfacing with various levels of staff and management while working in a fast-paced environment
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- Familiarity and working knowledge of general office machines such as fax, copier, printers, and scanners
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- Demonstrate excellent written and verbal communication skills with the public, other employees, and vendors
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- Must demonstrate a sense of urgency and dedication to supporting customer requirements
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- Must be motivated, reliable, and able to work with minimal supervision
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- Working knowledge of MRP/ERP systems
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- Commitment to work overtime on occasion
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Physical Demands:
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The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit and use hands. The employee is occasionally required to stand, walk, reach with hands and arms, climb or balance, and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 50 pounds.
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Work Environment:
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The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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While performing the duties of this job, the employee is occasionally exposed to work near moving mechanical parts.
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The noise level in the work environment is usually moderate.