Overview
Responsible to acts as the focal point for customers of Atlas. 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. Identifies and successfully resolves problems with minimal direction and demonstrates good judgement to make appropriate decisions. Coordinates with intercompany departments as well as external vendors to ensure customer requirements are being met or exceeded. Develops a communication plan for assigned programs and ensures functional support to each plan by performing the following duties. Acts as a mentor/trainer for Program Managers. Will serve as back up Program Management for all account, covering all programs as necessary. Will act as subject matter expert for all departments and management, providing guidance, customer insight, and actively participate in issue resolution. Able to serve as back up to Director of Programs/Director of Operations as required.
Responsibilities
Duties and Responsibilities
- Schedule and maintain documentation of Program Manager training as needed.
- Report training status and areas of concern for Program Managers to Director of Programs.
- Offer specific tools and strategies to Program Managers to increase their productivity and performance.
- Anticipate issues and mitigate them with the team quickly and accurately.
- Work on new Customer Projects
- Work with Director of Programs to improve team dynamics
- Able to perform all standard Program Management Duties
- Communicates and work with customers with regard to schedule changes, ECO requests, requirements and schedules, customer tracking requirements updates including POISR, Boots, FLT, Open Order Reports, 45 Report, and recovery schedules.
- Track projects, create/manage timelines (LOB’s/ HB’s) and facilitate day to day operational aspects of the program using the Expedite Report and customer provided forecast. This includes communication with management on budget goals. Provide accurate information in a timely manner.
- Maintains a positive and professional working relationship with all buyers and customers.
- Monitors and completes any Engineering Change Order (ECO) requirements as required.
- 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.
- Monitors purchase orders placed within the company for special need items, customer provided tooling, expedite charges, non-recurring engineering fees, and tooling charges.
- Assist the contract administrator with receipt, validation and negotiation of customer provide purchase orders as required. This includes verifying Lead Time, Pricing, Quality Codes, etc.as required on the Purchase Order and can be customer specific requirements.
- Communicates customer feedback to PMC internal customers to include priorities, quality, delivery, and Engineering Change Requests (ECR’s).
- Updates and monitors customer delivery schedule status daily using the Expedite Report and communicates any problems with the appropriate departments and or customers.
- Prepare data and or presentations as part of, Program Management Reviews – Internal and External, and other required meetings.
- Supports Andon Walks.
- Completes bi-weekly system bounces to ensure demand is accurate.
- Process RMA’s as required.
- Reviews and works obsolete inventory and material as necessary.
- Monitors customer provided forecast and gives recommendations to production flow.
- Accomplishes daily tasks with quality work, discipline, and a sense of urgency.
- Assists with project controls including budgeting/cost tracking, scheduling, and forecasting.
- Coordinates with Supply Chain to ensure outside sourcing and processing support delivery schedule.
- Coordinates RMA’s and ensures a timely resolution.
- Ensures written and oral communications are professional.
- Makes recommendations to improve processes.
- Coordinate communication between internal support groups and customers to address all requests for information, quality issues, schedule priorities, delivery performance, engineering revisions, and demand.
- Ensure internal departments are supporting customer delivery schedule.
- Must be able to provide response to RFQ’s (spares/expedites) as needed.
Qualifications
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience:
Bachelor’s degree; or five years related experience and/or training; or equivalent combination of education and experience.
Specialized Training:
- 5+ years of Customer Service, Program Management or Management experience required
- MRP or ERP system experience required
- Machine shop understanding required
- Aviation background required
Knowledge, Skills and Other Abilities:
- Ability to manage without authority
- Willingness to apply hands-on approach in supporting customer activities and to step in when needed, not just observe
- Excellent planning, organizational, time management, and personal interfacing skills
- Polished professional with outgoing attitude, be a team player, and enjoy making guests feel welcome
- Quality orientated, must understand requirements of AS9102
- Comfort and experience interfacing with various levels of staff and management while working in a fast-paced environment
- Familiarity and working knowledge of general office machines such as fax, copier, printers, and scanners
- Demonstrate excellent written and verbal communication skills with the public, other employees, and vendors
- Must demonstrate a sense of urgency and dedication to supporting customer requirements
- Working knowledge of MRP/ERP systems
- Commitment to work overtime on occasion
Physical Demands:
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.
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 25 pounds.
While performing the duties of this job, the employee is occasionally exposed to work near moving mechanical parts.
The noise level in the work environment is usually moderate.
