Customer Program Manager

Gleason•Rochester, NY

28d•$80,000 - $120,000•Onsite

About The Position

The Customer Program Manager leads all stages of customer programs or projects and serves as the primary contact for Specialized Gear Services (SGS) customers. The role requires a customer-centric work ethic, strong communication skills, and a commitment to continuous improvement. The manager coordinates with customers, suppliers, and internal operations on program status and execution throughout the program lifecycle. The position negotiates and manages large, complex contracts and changes; reviews proposal preparation; and is responsible for delivery, technical baselines, and terms and conditions. It conducts contract review and acceptance and monitors contract performance. The manager oversees scope and schedule to support customer satisfaction and contract compliance across manufacturing, purchasing, and finance. This position is based in an office environment and may involve travel to customer facilities. Travel is less than 10% and within the United States. Occasional evening or weekend work may be needed to accommodate workload.

Requirements

At least three years of customer or program management background.
Bachelor’s degree in Business Management or Mechanical Engineering, or equivalent combination of education and experience.
The minimum education and experience section also specifies 5–7 years of related experience and/or training, or an equivalent combination of education and experience.
Demonstrated experience leading programs or projects from inception through execution, achieving customer satisfaction and company goals.
Experience with business and quality systems supporting ISO 9001:2015, ISO 14001:2015, and AS9100 requirements.
Ability to manage multiple programs simultaneously while meeting customer needs and expectations and ensuring on-time delivery.
Proficient written and verbal communication skills, including presenting to management, customers, vendors, and peers and translating complex commercial and technical requirements.
Experience working directly on site with customers in a related Project Manager position.
Demonstrated experience in project risk analysis and risk mitigation or resolution.
Experience with data management systems and creating and executing contracts, sales orders, and product configurations.
Strong interpersonal skills in a company-wide collaborative environment and with external customers.
Proficiency with SAP Sales, Materials, Quality, and Production modules, and Word, Excel, Access, PowerPoint, Project, and Outlook.
Ability to work occasional evenings or weekends as workload requires.
Ability to travel less than 10% of the time within the United States.
Ability to perform the essential duties in an office environment, with occasional standing, walking, sitting, use of hands, and talking or hearing; may occasionally lift or move up to 25 pounds.

Nice To Haves

Engineering or specific project management experience.
Industrial production experience, preferably in a machine products-related industry.
Understanding of gears and Curvic Couplings.
Project Management experience in the industrial sector.

Responsibilities

Manage all facets of customer relations in SGS and assigned projects from proposal through completion, ensuring program requirements are met.
Participate in and co-lead daily production meetings with SGS Management and Engineering.
Coordinate with organizational managers and leads to keep programs on schedule, and create and maintain project plans for customer needs.
Keep key customers informed about manufacturing schedules in a professional and timely manner.
Perform program and project risk analysis, ensure risks are mitigated, and establish contingencies where applicable.
Coordinate with Quality on timely, accurate customer communications about quality issues and planned resolutions.
Work with Supply Chain to secure sustainable sourcing and processes that support manufacturing needs.
Align designated staffing with management to support contract execution.
Solve problems in a team environment using lean methodologies, including Root Cause Analysis and Corrective Action tools.
Ensure timely collection and resolution of accounts receivable.
Support company and department business growth objectives and strategic deployment goals.
Answer incoming calls related to SGS sales and services.
Travel to customer facilities as requested by Management.
Assist with customer and vendor entertainment as requested by Management.
Participate in the Gear Solution Engineering Team and support Application Engineering and Training business functions as needed.
Negotiate and manage complex contracts and changes, review proposal preparation, and oversee delivery, technical baselines, and terms and conditions.
Review and accept contracts and monitor contract performance, scope, schedules, and compliance.