The Field Service/93k Business Unit Program Manager needs to take the lead and a very active role in setting up and driving the implementation of Field Service (FS)/Business Unit (BU) programs and projects on the FS side.
This person is responsible to define/negotiate, monitor and drive KPIs for system reliability, uptime, and MTTR with joint accountability with BU R&D and Management.
This person will report directly into BU management and will have a dotted line reporting to FS organization. He/she is expected to build and track alignment of key metrics and to ensure good communication with Sales at high level.
This position is not only for liaison, but to understand the objectives of the BU, FS and Sales targets, coordinate HW & Service support projects, from KPI setting to monitoring/tracking and reporting to KPI achievements. The program manager is sponsored by management of both FS & BU.
Job Description:
- Liaison between FS Management Team and BU Management Team, focusing on Product Life Cycle (PLC) planning which will include new product introduction and ramp.
- Participate in regular FS & BU Management meetings to understand support or help needed from the bigger FS & BU Teams (Marketing, R&D, Business Development, Technical Support, Delivery Team, etc.).
- Serve as focus person and first level escalation liaison for BU Management into the larger FS Team and vice versa.
- The Program Manager will ensure timely and detailed communication with all stakeholders. He/she will work with the different teams to resolve issues hindering to achieve the related Key Performance Indicators (KPIs).
- Call upon to deploy collaborative program/project identified and agreed by Management Team (sponsored by both BU and FS), focused on support plan readiness, customer satisfaction and execution excellence. Examples of activities include, but not limited to:
- Leads the setup and implementation/execution of FS/BU programs and projects
- Make sure service & support PLC plan readiness with associated tracking of KPI defined, especially in product ramping phase
- Provide regular update to FS and BU management team and coordinate alignment between the two, when there is a need
- Joins the BU staff meeting to align operational topics and sessions for strategic planning
- Participate in R&D PLC from the concept phase (early stage) to ensure appropriate Design for Supportability
- Work with the various collaboration or working teams that currently exist within BU and FS (like GSEC and R&D, Planner with Buyer, etc.).
