Purpose Statement : The Program Manager leads the tactical interface between the customer and various Plexus functional areas.
This position is responsible for leading the Customer Focus Team (CFT) and managing the day-to-day customer relationship.
In essence, be the voice of Plexus to the customer and the voice of the customer to Plexus. Key Job Accountabilities : Is providing coaching of PM I.
and PM Associates, supervision of NCI / NPIs, involved in re-pricing, driving P&L initiatives and sharing best practices within his / her group of programs.
Is also responsible for coordinating continuous improvements for a group of Program Managers (I and II.), and PM Associates.
Is responsible for leading the Customer Focus Team (CFT) and managing the day-to-day customer relationship. Build and maintain strong relationships with critical customer and site personnel.
Act as the voice of Plexus at the customer site and the voice of the customer site to internal Plexus teams. Submit RFQ forms, coordinate and manage quote activity with Plexus Costing for follow-on business.
Participate in the negotiation, explanation and enforcement of the terms and conditions as set forth in the contracts for the specific customers.
Leads the tactical interface between key customers and various Plexus functional areas. Accountable to execute on Plexus’ Best People strategy, leaders will focus on evaluating potential, driving succession planning and ensuring that their employees receive the development and coaching required to realize their full potential.
Additional Accountabilities : Lead Customer Focus Team to deliver appropriate levels of customer service and satisfaction : Develop and lead the team such that members are engaged, responsible and productive to satisfy internal external metrics.
Support the customer focus team in continuous improvement / lean activities and programs. Work with team members to present issues and alternatives to the customer.
Ensure the CFT is properly interpreting and executing contractual requirements. Manage and Lead Tactical Customer Support : Work with CFT to provide acceptable commitments based upon customer demand and Plexus capabilities.
Work with Customer Focus Team to ensure demand is properly loaded into Master Production Schedule (MPS) and driven through to the Materials Requirements Planning (MRP) system.
Monitor customer’s open orders. Obtain, analyze and report customer’s rolling, periodic forecast. Coordinate, negotiate and communicate commitment dates on customer orders.
Work with CFT to hold effective Kick-offs and Manufacturing Readiness Reviews (MRR’s). Exhibit a working knowledge of the program’s financial metrics (i.
e., Profit & Loss (P&L), Balance Sheet, return on capital employed (ROCE), etc.). Participate in periodic revenue reporting updates and work with finance to establish customer goals.
Negotiate with the customer to maximize recovery of appropriate costs (i.e., purchase price variance (PPV), non-recurring expense (NRE)) and increase profitability.
Coordination of periodic pricing reviews. Ensure timely OIX resolution through : Verification and communication of OIX to customer.
Drive OIX resolution from customer (with MTM and CM). Ensure Engineering Change Orders (ECO’s) are implemented effectively and priced appropriately.
Escalate issues as appropriate through internal site management and corporate resources. Maintain an awareness of the customer’s life cycle plan for assemblies and product lines.
Coordinate timely execution of quotes for existing customers as required. Submit Request for Quotation (RFQ) to quoting.
Lead CFT in quote review. Provide quote to customer / CM. Manage customer relationship. Maintain high levels of customer satisfaction with an advocacy attitude and drive.
Provide timely response to customer requests with answers and commitments. Facilitate and support Quarterly Business Reviews and drive to closure subsequent actions.
Work closely with customer and internal team members to resolve customer issues. Coordinate customer site visits. Acknowledges and complies with the requirements of ISO 9001, ISO 14001 and ISO 45001 standards provided in the procedures and instructions that are specific to each field, documentation that underlies the proper functioning of the integrated management system of quality, environment, safety and occupational health.
Occasional travel may be required to meet the needs of the business (25%). Additional duties as assigned. Education / Experience Qualifications : A minimum of a Bachelor's is required.
Four (4) years of related experience is required; Four (4) or more years of related experience is preferred. An equivalent combination of education and experience sufficient to successfully perform the key job accountabilities may be considered.
Other Qualifications : Intermediate Computer Skills. Intermediate Decision Making / Problem Solving Skills. Intermediate Verbal and Written Communication Skills.
Employee must be assertive and self-motivated with the ability to work independently and in a team environment. Ability to lead a team in a matrix organization.
Must be able to problem solve, prioritize and have the ability to multitask and continuously improve processes and capabilities.
Must possess excellent oral and written communication, organizational and troubleshooting skills. Ability to discern the alignment of customer requests and actions against contractual stipulations and accepted business conditions.
Create presentations, documents, etc. for management and customers to effectively communicate business problems and solutions.
ability to develop and implement improvement actions. Ability to learn the operating facets of the Electronic Manufacturing Services (EMS) industry.
A working knowledge of MRP systems is required. Experience with Microsoft office is beneficial. General office equipment and materials.
Work Environment : The work setting should consist of an office environment with suitable lighting, comfortable temperatures, and a low noise level.
This document does not represent a contract of employment and is not intended to capture every possible assignment the incumbent could be asked to perform.
Plexus is a global organization, whose headquarters are located in the United States and whose services are offered through its international affiliates.
In order to meet the needs of its Customers, many of which are also international organizations, Plexus operates under a matrix organizational structure whereby employees are expected to interact with colleagues, managers and senior leadership in any of our international locations.
Therefore, although the position described herein is offered by Plexus Services RO SRL, the services of the employee are rendered in a global or group-wide context.
For additional information on Plexus’ international locations, please visit https : / / www.plexus.com / en-us / about / locations.