Program Manager, Customer Service

KUKA • Atlanta, GA

5d

About The Position

Swisslog is seeking a Program Manager, Customer Service to collaborate with and support the CS Sales organization in managing client relationships and identifying opportunities to strengthen and extend Swisslog’s business. This role acts as an internal advocate for the client while protecting Swisslog’s reputation and profitability. The Program Manager will serve as the initial escalation point for Customer Service topics, coordinating Swisslog resources for resolution. They will be responsible for collecting and presenting performance data for customer meetings and quarterly business reviews, leading the Customer Service organization in issue resolution, improvement plans, and project execution. A key aspect of this role is promoting a "1st Time Right & Customer Centric" culture within the CS organization, identifying and driving lessons learned and process improvements. The Program Manager will ensure project execution complies with realization process policies, conduct assessments of project management processes, and provide guidance. They will review the scope, budget, and timeline for Customer Service projects, lead progress meetings and reports, and track overall project status, effort, and cost against objectives and KPIs. Additionally, this role involves identifying and implementing new project management tools to enhance efficiency and user experience, providing clarity to stakeholders on project status, and mentoring other Project Managers.

Requirements

• BS or BA in Engineering, Electrical Engineering, Software Engineering, Computer Science or similar.
• 5+ years of work experience and demonstrated track-record in Project Management activities.
• 3+ years of experience with leading and working across diverse, cross-functional teams.
• Have working knowledge of the Warehouse and Distribution business sector.

Nice To Haves

• Technology, product, start-up experience is a bonus.
• Familiarity with manufacturing environment.
• PMP, PMI certification.
• Scrum Master certification.
• Scrum Product Owner certification.
• MBA.
• Have working knowledge of Warehouse Management Systems.
• Have working knowledge of Material Flow Control Systems.
• Have working knowledge of PLC controls and control logic.
• Have experience in defining, procuring, installing and maintaining IT Hardware, Controls Hardware and their supporting infrastructure.

Responsibilities

• Collaborate and support the CS Sales organization to manage the client relationship, identify opportunities to strengthen & extend Swisslog’s business relationship.
• Act as an internal voice of the client \ advocate within Swisslog whilst balancing this with the need to protect Swisslog’s reputation and profitability.
• Act as the initial escalation point for CS related topics and coordinate Swisslog resources and efforts to resolve.
• Collect and present the relevant performance data and information for the regular customer meetings and quarterly business reviews.
• Lead the Customer Service organization in formulating issue resolution and improvement plans and project execution plans and implementing project management practices.
• Promote & drive a 1st Time Right & Customer Centric culture within the Swisslog CS organization.
• Identify, document & drive lessons learned & process improvements.
• Make sure that project execution complies with all current realization process policies.
• Conduct assessments of any associated processes regarding all aspects of project management and provide guidance and tailoring when needed and based on project specific conditions.
• Review the scope, budget and timeline for Customer Service projects.
• Lead and Manage Project Progress meetings and Reports, provide other related project KPIs.
• Track & report on the overall project status, actual vs. forecasted effort and cost.
• Determine overall project progress against objectives and KPI’s.
• Identify and implement new project management tools to increase efficiency and user experience.
• Provide clarity to stakeholders and team members on current projects state.
• Mentor new and less experienced Project Managers.

Benefits

• Swisslog is a world of opportunity for people who can deliver a game changing mission: driving the future of intralogistics, by shaping an era of robotic and data-driven automated solutions that create exceptional customer value.
• Join us on this journey and you’ll be part of a global enterprise that’s proud of its Swiss roots - and hugely excited by the worldwide opportunities open to everyone in the Swisslog family.
• So come and realize your potential, in a team that’s united by passion and driven by the OneSwisslog team spirit.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager