Program Manager

Job Title: Program Manager

Department: Business Performance and Planning Management (BPPM)

Status: Full Time - Exempt

Reporting To: Customer Service Supervisor

Position Purpose:

This position is responsible for maintaining and strengthening relationships with existing customers in the Method Development business area. The Program Manager will maintain business relationships with companies in the medical device and medical device manufacturing industry. This position will assist Sales and the Method Development teams in effectively managing method development projects for new customers. This position requires strong communication skills and the ability to liaise with customers and internal departments.

Responsibilities:

• Oversee the monitoring of applicable Sales Orders through fulfillment. Quickly and accurately identify open or unresolved issues and as needed, lead efforts to develop timely, customer-focused, cost-effective resolution
• Ensure successful management of customer programs by gathering required information and documentation, understanding and communicating key customer requirements, and assisting internal Business Units in prioritization of programs
• Coordinate with Harland customer service, as well as production and development teams to plan orders to best satisfy both internal requirements and customer demand
• Coordinate with Harland Sales team to ensure timely and accurate responses to customer inquiries and to holistically support the working relationship with customers
• Frequent contact and communication with customers to maintain good working relationship, including leading meetings and discussion, answering questions, encouraging placing orders and providing updates to forecasts and operating plans
• Own customer communication and act as liaison between customer and internal Business Units. Assist in escalation of any questions regarding technical capabilities, quality concerns, order fulfillment, etc. and manage communication flow regarding inquiries with other departments such as Engineering, Quality, etc.
• Work with Sales team to maintain accurate forecasts for unit sales and revenue projections in Sales Force
• Ensure each customer experience with the company is optimized to provide the highest level of customer satisfaction
• Provide accurate status updates to Business Performance department on timing of key stages of customer programs, customer forecasts and order completion, ensure data in software system is accurate to be used for planning purposes
• Provide necessary data for generating new supply agreements and pricing contracts.
• Perform other duties as assigned

Education, Qualifications & Experience:

• BA/BS in a related field
• Previous program management experience preferred
• Strong verbal and written communication
• Customer service experience is a must
• Successful sales experience desired
• Proficient in Microsoft Office (Word,, PowerPoint, Excel, Outlook)
• Salesforce experience is a plus
• Attention to detail and accuracy while performing tasks in a timely manner
• Self-starter, positive mental attitude and enthusiastic
• Decision making skills guided by honesty, integrity, and professionalism
• Demonstrated sound judgement and decision-making ability
• Demonstrated proficiency in managing multiple competing priorities
• Ability to adapt to change within a fast-paced working environment
• Ability to work both independently with limited supervision and in a team environment

Working Conditions and Health & Safety:

• Heated and air conditioned office environment
• Employee is required to use appropriate PPE including, but not limited to, nitrile or latex gloves, lab coat, hair bonnet, shoe covers, beard cover, safety glasses, hearing protection, face shield, or respiratory mask while working in a lab or manufacturing space

Harland Medical System’s commitment to ensure employee health and safety is a priority. Personnel engaged in manufacturing shall obtain training required by ISO 13485, FDA 21 CFR part 820, FDA 21 CFR part 210 & 211, and Harland Medical System’s internal procedures, where deemed appropriate per assigned job functions.

Physical Demands:

While performing the duties of this job, the employee is regularly required to sit for prolonged periods of time. The employee is frequently required to talk and hear; use hands to finger, handle, or feel; and reach with hands and arms above shoulder height and below the waist. Using proper lifting techniques, the employee must be able to lift up to 20 lbs.