Program Manager, Aftermarket Planning and Scheduling
Role summary
The Program Manager, Aftermarket Planning and Scheduling will oversee the successful delivery of aftermarket services by monitoring and coordinating cross-functional processes for accuracy and efficiency. This role involves setting strategic direction to achieve revenue growth targets, creating and maintaining Standard Work, and deploying governing metrics. Responsibilities include identifying and fixing process issues, collaborating with business owners on financial targets, developing service delivery programs, analyzing continuous improvement opportunities, and reporting on KPIs. The position requires strong organizational, problem-solving, and communication skills, with a minimum of 3-5 years of service experience and proficiency in Oracle and Microsoft Office.
POSITION SUMMARY
The Program Manager will oversee the execution and successful delivery of aftermarket services by monitoring cross-functional processes to ensure accuracy and efficiency. This role involves coordinating efforts across various departments to achieve seamless service delivery. Specifically, the Program Manager owns the creation and maintenance of Standard Work and Leader Standard Work for their workstream, and will deploy governing metrics and targets to the coordination teams. The position requires providing focused direction and communication to align with the company's mission and vision.
RESPONSIBILITIES
- Set strategic direction to exceed revenue growth targets in all areas (with specific focus on PMs, Cap & Fans, Battery Replacements, and T&M opportunities) by creating and maintaining Standard Work and Leader Standard Work for their workstream with governing metrics and visual management deployed to Supervisors and their teams
- Facilitate cross functional teams to ensure services are delivered as expected by the customer
- Identify root causes of broken processes and collaborate with others to implement fixes for the future.
- Collaboration with business owners to meet financial targets.
- Develop programs within the Service Delivery business segment to maximize revenue growth.
- Review, recommend and implement policies and resources toward growth and profitability.
- Analyze continuous improvement opportunities within the Service Delivery segment and institute required changes to ensure maximum revenue, productivity, and profit.
- Develop, plan and implement processes to solve problems and improve performance.
- Monitor and Report Key Performance Indicators, adjusting strategies as needed to ensure achievement of Vertiv Services’ operational goals.
- Maintain customer service standards and handle escalated scheduling issues.
- Works on complex projects that may be large in scope.
- Demonstrates strong, comprehensive knowledge of concepts, principles, and technical capabilities to effectively execute a wide range of tasks and projects. Regularly contributes to the creation and refinement of policies and procedures
- Assist the Director, Service Operations in the implementation of new processes/policies and systems
- Act as a backup to a Coordinator during Coordinator absence as necessary
Other duties and special projects as assigned
QUALIFICATIONS
Minimum Qualifications:
- Bachelor’s Degree in Business or equivalent experience.
- 3 - 5 years’ service experience
- Excellent written and oral communication skills.
- Demonstrated customer service resolution skills.
- Understanding of the Vertiv Service’s line of business and services
- Ability to work with minimum supervision.
- Highly detail oriented. Strong organizational skills are critical.
- Oracle experience.
- Problem solving skills.
- Ability to interact with all levels with the organization.
- Ability to handle multiple tasks and priorities.
- Working knowledge of Microsoft Office- Word, Excel, Access, PowerPoint.
- Ability to learn, document and train new processes.
- Other duties & special projects as required.
- Travel may be required.