Customer Support Program Manager

 •  Precor Woodinville, WA

11 - 15 years experience  •  Health & Fitness

Salary depends on experience
Posted on 07/12/17
Woodinville, WA
11 - 15 years experience
Health & Fitness
Salary depends on experience
Posted on 07/12/17

Founded in 1980, Seattle-based Precor is a subsidiary of Amer Sports Corporation (www.amersports.com), the world's largest sports equipment company, with internationally recognized brands that include WilsonAtomicSuuntoSalomonMavic and Arc’Teryx.  

For more than 30 years, Precor has been inspiring people to live a life in motion.  Precor’s world headquarters is located in Woodinville, WA with additional domestic operations in Whitsett, North Carolina. 

Precor is the #1 supplier of fitness equipment to many of the world’s biggest fitness chains, including 24 Hour Fitness, Gold’s Gym, Anytime Fitness, and YMCA.  Precor is also a preferred fitness equipment supplier to Hilton Hotels worldwide.

With a mission to be the standard of excellence in the fitness industry, Precor manufactures and sells high-end fitness equipment for the home and commercial environment. 

  • Cardio Equipment (e.g. Ellipticals (EFX), Treadmills, Adaptive Motion Trainers (AMT), Bikes)
  • Strength Training Systems
  • Fitness Entertainment Products (e.g. Personal Viewing Screens (PVS), Audio Transmitters/Receivers)

Why You Should Join the Precor Team

  • Dynamic, forward thinking company leading the industry in product innovation
  • Rewards and recognition for superior performance
  • Collaborative environment fostering teamwork and accountability
  • Opportunity to work for a company that positively impacts people’s lives
  • Exceptional benefits program including profit sharing, generous 401(k) match, and free on-site gym access
  • Superior employee discounts on Precor and other Amer Sports Corporation brand products  

Job Description

POSITION SUMMARY and scope

Precor is looking for a highly experienced program manager with excellent interpersonal skill, strong data synthesis/analysis skill, some customer-facing experience, systems project experience, experience with warranty, maintenance, or similar programs, hunger and a strong sense of curiosity. May require some travel.

The Technical Program Manager is responsible for CS Program Management, Extended Warranty as a product, data analysis/synthesis, Global CS system/process standardization, and data collection. This position reports to the­­­­ Customer Support Business Intelligence Manager. The successsful candidate will experience highdiversity in their day-to-day activities, contributions, and interactions. The role will be highly satisfying to a team member who enjoys high visibility work, with functionally diverse stakeholders, on important projects, in a fun and supportive environment.

 

Essential Job Function

 

 

Product Management (Extended Warranty)

Maintain and enhance data models for warranty costs across the entire life cycle of Precor products and programs to understand warranty and sustaining product maintenance costs, and propose/drive adjustments to the warranty program as deemed necessary.

 

Manage the Extended Warranty product.  Inclusive of understanding costs, updating pricing and offerings, coordinating efforts with IT and Product Management, managing Warranty Registration, understanding the competitive landscape, and generating/presenting business insights and plans to senior leadership.

 

 

Customer Escalation Management

Serve as the primary lead for customer escalations to coordinate and drive timely resolutions (primarily behind the scenes). Manage cross-department efforts and communications and develop associated strategies to mitigate customer impact. Establish service recovery channel.

 

 

Data Analysis/Synthesis

Coordinate and conduct data collection and analysis efforts through Precor’s internal and external systems. Evolve and maintain documentation and standard operating procedures for global CS reporting, data management systems and processes.  Inclusive of global process understanding for data insights, help with global reporting and implementation of new CS processes and system enhancements.

 

 

Global CS liaison for CS systems, data collection, analysis, auditing

 

  • Develop and implement requirements for managing data auditing for CS systems and CS reports across multiple databases and improve systems data mapping to provide good quality data from various Global CS systems.

  • Develop SAP Webi reports via SAP Business Objects and other analytic tools (Excel, SQL, dashboards, etc.)

  • Simplify and automate reporting, audits, and other data-driven activities; build solutions to have maximum scale and self-service ability by stakeholders

  • Recognize and adopt best practices in reporting and analysis: data integrity, test design, analysis, validation, and documentation

General CS Business liaison for various departments for various needs

 

 

Program Management

  • Engage with internal and external stakeholders to understand business needs

  • Effectively communicate with stakeholders to build a shared understanding of deliverables, timelines, resources needed

  • Examine current processes and identify gaps that can be resolved through incorporation of new programs and/or projects

  • Proactively manage changes in project scope, identify potential crises, and devise contingency plans

  • Collaborates cross-functionally to establish performance, schedule, cost and quality objectives for internal teams and external partners

Performs other duties as assigned

 

 

 

 

 

 

 

 

Experience and Skills

EDUCATION AND EXPERIENCE REQUIREMENTS

 

Any equivalent combination of education and experience, which provides the applicant with the knowledge, skills, and abilities required to perform the job, will be considered. 

 

Education:

 

  • BA/BS degree or equivalent practical experience (preferred degrees: Business, Engineering).

  • Masters or similar advanced degree preferred.

 

 

 

Experience and Skills:

 

  • 10 years of relevant work experience, including experience in Customer Service/Warranty Policy and Support/Escalation management/Product Support.

  • Ability to understand Precor product functionality to understand failure modes and quality metrics and their correlation to warranty costs.

  • Genuine curiosity and thirst for knowledge.  Ability to work outside of a process and find new resolutions.  Ability to develop highly cross-functional and collaborative relationships.  This role is dependent on high EQ as well as IQ.

  • High level of business acumen and analytical horsepower.

  • Minimum 10 years of project/program management experience with strong, demonstrable, technical skills

  • Demonstrated knowledge of management and leadership skills

  • Demonstrated ability to work in a team-oriented, collaborative environment including leadership of geographically dispersed, cross-functional development teams

  • Experience leading many concurrent projects to successful completion

  • Ability to lead (both internal and external teams) through influence, not position, the work of others

  • Ability to positively communicate with stakeholders to address their needs promptly and to follow through on commitments based on company priorities and objectives

  • Ability to present and “sell” program concepts to internal customers

  • Ability to anticipate, identify, quantify and permanently resolve problems in a timely manner

  • Ability to develop strategies, action plans, and metrics to monitor results

  • Ability to influence the creation and improvement of systems and processes

  • Ability to effectively plan, organize and manage multiple tasks and deadlines

  • Ability to manage simultaneous tasks in an environment that can be stressful

  • Ability to effectively communicate plans, projects and capabilities to senior management

  • Ability to listen to others, analyze inputs, and appropriately act on information provided

  • Ability to react quickly and effectively in a fast-paced, changing environment

  • Results orientated

COMPETENCIES

  • Customer Focus – solicits and uses feedback for continuous improvement.  Strives for quality and excellence.

  • Accountability – takes a no excuses approach to making things happen.  Takes responsibility for own actions and results.

  • Teamwork – Activelyassists to move the team toward the completion of goals

  • Communication Skills – Effectively expresses ideas and thoughts verbally and in written form.

  • Collaboration - Establishes collaborative relationships to achieve objectives

83022-246363

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