Service Program Manager - Manufacturing

Foxconn Industrial Internet - FII • Durham, NC

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About The Position

We are looking for a customer focused Service Program Manager to join our Service & Repair Operations team. In this role, you will manage client accounts tied to product repair services — ensuring seamless communication, efficient service coordination, and strong customer satisfaction. You’ll act as the key contact for clients and work closely with our internal repair, logistics, and quality teams to manage manufacturing RMA processes, warranty claims, and service level agreements (SLAs).

Requirements

• Bachelor's degree in Business, Engineering, Supply Chain, or related field
• 3+ years of experience in account management, service delivery, or product repair operations
• Strong understanding of RMA, warranty, and service workflows
• Excellent communication, problem-solving, and relationship-building skills
• Proficiency in data analysis and reporting tools (e.g., Excel, Power BI, SQL)

Nice To Haves

• Experience working with electronics, consumer hardware, or OEM repair services is a plus

Responsibilities

• Serve as the main point of contact for assigned service accounts
• Coordinate product repair activities including RMA initiation, repair tracking, and returns
• Ensure SLA commitments, turnaround times, and quality expectations are met
• Manage escalations and ensure timely resolution of client concerns
• Collaborate cross-functionally with repair centers, logistics, quality, and engineering
• Provide regular service reports and host business reviews with clients
• Maintain accurate account documentation, contracts, and communication history
• Gather and relay client feedback for continuous service improvement
• Generate reports on material status and workflow KPIs

What This Job Offers

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