Bachelor's degree in Program Management, Supply Chain Management, Logistics, Information Technology, or Technology Management preferred (or equivalent experience in Telecommunications or IT Services)
2+ years of customer service or project management experience required
Certified Associate in Program Management (CAPM) or Project Management Professional (PMP) highly desired
Advanced Microsoft Office skills, especially in Teams, Project, and Excel
Familiarity with Microsoft AX and Power BI is a plus
Responsibilities
Serve as the primary customer contact for cost, schedule, and KPIs according to the Program Statement of Work
Lead and manage a cross-functional team to achieve program objectives
Conduct data analytics and reporting on a regular basis
Manage all subcontractors and vendors associated with the program
Maintain inventory levels and provide monthly reports on parts/systems
Track product inventory by serial numbers and physical location
Facilitate Quarterly and Monthly Business Reviews with customers and internal teams
Benefits
Collaborative work environment with cross-departmental interaction
Opportunity for professional development and certification
Engagement in customer-facing programs and activities
Potential for travel to customer meetings and conferences
Access to advanced tools and systems for project management and reporting
Full Job Description
SUMMARY OF JOB FUNCTIONS
Under the general direction of the Vice President Equipment Programs, the Program Manager II is a Comprehensive Asset Management Program Manager (PM) with responsibility for managing all aspects of complex Customer Account and Support Services in accordance with the approved Statement of Work. This includes managing repair services, inventory management services at Sagent and at Forward Stocking Locations, equipment recovery services, product purchase services, and vendor management. Additionally, at the direction of the VP Sales, the PM may be asked to support other Customer facing programs or activities spanning across the Equipment Programs Business Unit.
Other duties as assigned.
KEY RESPONSIBILITIES AND DUTIES
Serves as Sagent's Customer Focal Point accountable for Cost, Schedule, and Key Performance Indicators (KPIs) in accordance with the Program Statement of Work
May have supervisory responsibilities of a cross-functional team to accomplish program functions
Leads and serves as an expert on assigned programs which include all customer contacts/roles, program deliverables, and customer expectations
Responsible for full data analytics and reporting on a determined regular basis
Manages all Subcontractors and Vendors assigned to the program
Maintains minimum stocking levels for all parts/systems and provides monthly reports
Tracks all Maintained Product Inventory by Serial #s and physical location at all times
Follows Manufacturer's RMA processes for all Maintained Products
Facilitates Quarterly Business Reviews (QBRs) and conducts quarterly profitability meetings
Facilitates Monthly Business Reviews with Customer IT Leadership
Tracks failure rates and delivers Weekly Failure Reports
Ensures Customer invoicing is accomplished in accordance with Contract Requirements
Participates in Customer meetings and conferences which may require some travel
Administers project cost accounting using Sagent's Dynamics AX ERP system
Oversees and approves all costs associated with assigned programs
Works collaboratively with all Sagent Departments to ensure interdepartmental needs are addressed in a timely manner
Other duties as assigned
KEY COMPETENCIES: Knowledge, Proficiency of Acquired Skills, Aptitude, Capability
Experienced in logistics, supply chain management, and warehouse management
Background in Vendor Management highly desired
Must be self-motivated, self-disciplined, and provide follow-up to all customer inquiries
Excellent verbal and written communication skills
Excellent problem-solving skills
Strong attention to detail and ability to maintain an effective organizational system
Ability to adapt and apply change management and process improvement techniques
Ability to read and interpret documents such as procedure manuals or operating instructions
Ability to develop, produce, review, and analyze financial data such as purchase orders, sales orders, budgets, and expenditures
Valid driver's license and reliable transportation required
Ability to work in a fast-paced environment, effectively balancing multiple concurrent assignments
Bachelor's degree in Program Management, Supply Chain Management, Logistics, Information Technology, or Technology Management preferred
Can be substituted with proven experience in Telecommunications or IT Services
Two (2) + years of previous customer service or project management required
Certified Associate in Program Management (CAPM) or Project Management Professional (PMP) highly desired
Advanced Microsoft Office skills with emphasis on Teams, Project and Excel highly desired
Familiarity with Microsoft AX and Power BI a plus
PHYSICAL DEMANDS - WORK ENVIRONMENT
The physical demands and work environment described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job, absent undue hardship.
Prolonged periods sitting at a desk and working on a computer in an office setting
Prolonged periods of standing
Occasionally it may be required to lift (up to) 25 pounds and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects
