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Customer Support Programme Manager

Job Title: Customer Support Programme Manager
Reference: Fardw940
Job Descripton: Job title: Customer Support Programme Manager

If you are interested in joining a global, forward thinking organisation with an excellent suite of benefits and high technology products being manufactured, please apply now

Candidate skills & requirements

Demonstrable experience in customer interfacing programme management role (Within manufacturing environment would be beneficial)
Excellent negotiation and influencing ability
Proactive, seeking to establish resolution and/or build relationships on the front foot
Experience in the aftermarket would be beneficial
Confident and experienced in making strategic decisions that have wider effects on the business than just their own area
Strong stakeholder management experience
Project management skillset is ideal, excellent planning is required
Experience managing a customer interface
Experience or capacity to manage a P&L
Experience influencing and leading others within a matrix organisation
English Mandatory
French speaking ability would be beneficial

Role description

Own the P&L for the aftermarket programme to ensure on target delivery of financial targets versus the stated programme business plan.
Ensure, that the satisfaction of the customers for which the company has obligations as Vendor or non-Vendor in a contract for a global supply of support and services is met while taking care to find the best economic conditions forthe business.

Act as Programme Leader
Act as Customer Leader

Programme Leadership:

Represent the customer support and services division in all the internal programme meetings organized by the programme manager.
Coordinate in house the cross-functional activities of the programme team to reach the contractual commitments relative to all the support and services activities.
Organize the communication with the customer on aftermarket topics, reporting on the aftermarket performance, company actions plans and lead the preparation of the "Vendor Scorecard" for the industrial customer.
Prepare and support PROMPT milestones on his programme, leading the aftermarket contribution.
Represents the CSSD in the change committee and approve the change requests.
Creates for his / her programme the "Party Lines" and dispatch them to the CRM and Sales organisation for the negotiation of support or services activities with the operators and customers.
Approves company decisions impacting the ? Support Business Plan ? of his / her programmes, including the spares catalogues, service contract offerings and any required commercial policies to reflect the requirements of the programme life-cycle.
Approves the needs for resupplying of spares stocks through the PIC process validating the demand to be loaded.
Coordinates the internal activities of the Support team to reach the contractual commitments relative to all the support activities.
Pilots the actions plan necessary for the improvement of results (finance and industrial customer satisfaction) of the aftermarket activity for his / her programme.
Leads meetings on his programmes with the aftermarket integrated programme team (IPT).
Identify the risks and takes, in his / her perimeter, all the measures concerning the safety (security), the health and the environment
Establish the yearly budgets for his activity, monitor and anticipate gaps

Customer Leadership:

Negotiate with the customer the improvement plan of the Aftermarket performance on its programmes and the communication strategy of these plans.
Negotiate with the industrial customer the commercial and operational conditions of any impacts arising from the in-service issues resolution (ISER) process.
Negotiate with the industrial customer the price revision applicable to the spare parts catalogues in agreement with the contract terms.
Participate in the negotiations of Aftermarket contracts evolutions with the customer and suppliers, and in the negotiations concerning support activities out of the original contract framework.
Approves the preparation of any industrial customer organised conferences and lead the CSSD team in participating at the event

Travel specificity: Frequent travel to company sites in France will be required; Occasional Travel to Customer Sites will be needed in Europe and the Rest of the World

Job Type: Permanent
Location: North West, Burnley
Salary: 45000-55000 Per Annum
Posted by: Forward Assist Recruitment
Date Posted: 22/08/2018

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