Service Program Manager

Job Description

ROLE SUMMARY:

· Responsible for service programs and services projects from receipt of purchase order completion of all service project deliverables and final customer acceptance.

· Responsible for life cycle management of key customer accounts:

o Overall accountability for the entire customer services portfolio

o Key customer contact for services at high level.

o Continuity from project to project, site to site.

· Lead, manage and give direction to Service Project Managers and Service Project Coordinators within assigned customer services portfolio

· Foster and develop the services project management team within in a culture of teamwork and success. Utilize team resources in line with the project management strategy of consistently delivering customer solutions on time and on budget resulting in financial performance equal to or exceeding Cambridge Life Sciences After Sales and Services Division business objectives.

RESPONSIBILITIES INCLUDE:

· Lead the services team to execute projects on schedule, at or below budget, delivering the contracted scope of work to all applicable codes and standards.

· Key customer contact for escalations within customer services portfolio. Responsible for customer satisfaction. Maintain regular contact (verbal and written) with key customer representative(s), ensuring all key service program events and issues are documented in writing.

· Manage service program risks

· Assessment and identification of risks.

· Develop and implement Risk Mitigation Plan(s).

· Revenue and Margin Forecasting.

· Program Planning

· Program Financial Management

· Team Leadership

· Customer Relationship Management

· Compliance

· Management Reporting

· Business Development

Qualifications

Education:

A three or four-year Engineering degree or diploma or equivalent, specializing in electronics, electrical, mechanical or controls engineering is required. Completion of or in the process of achieving the Project Management Professional (PMP) designation is an asset. Second Business degree or diploma is an asset

EXPERIENCE:

· 10 Years Experience managing service projects and programs with multidisciplinary teams.

· 5 Years Experience managing automation or service programs that involve multiple projects and managing Project Managers within those programs.

· A proven track record of providing positive leadership and coordination to a multi-disciplined team.

· Acted in a leading role with a minimum of five years’ experience in a variety of programs/markets on a multidisciplinary team.

· Practical working knowledge of the automation industry and customer processes.

· Preference will be given to those who possess an excellent manufacturing or process engineering background, a superior mechanical aptitude and proven trouble-shooting skills.

· An ability to work effectively with customers according to deadlines and under pressure-filled conditions is essential.

· In addition, must be familiar with the use of computerized word processing software, spreadsheets and AutoCAD or similar drawing package.

KEY ATTRIBUTES:

· Leadership

· Negotiator/Dealmaker

· Problem-solver

· Customer skills (management, satisfaction, relationship building)

· Technical

· Business knowledge and experienc