Customer Program Mgr III

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UCT is looking for a talented Customer Program Manager III to join us in Austin, TX

The Customer Program Manager is responsible for effective execution of all order management. Orders included with the scope are production, NPI (new product introduction), and RMA (return material authorization, such as failure analysis, repair, refurbish, and re-configuration) orders. In addition to order management responsibilities, the Customer Program Manager is responsible for commercial responsibilities related to the products/commodities that they manage. Commercial activities include the timely completion of quotes, accounts receivables, claims, and credit memos.

Level 1: Administrative General:

• Follows documented order management and commercial procedures.
• Occasional phone calls/emails with customers to provide order and commercial status.
• Internal escalations to Supervisor upon recognition of misalignment of order/commercial dates.
• Maintain Customer Dashboards, scorecards, & UCT ERP system – weekly updates.

Order Management:

• Obtains missing order information from customers.
• Assists CPM 2/3/4 with order date management research.
• Ensure on-time shipments & reconcile with customers weekly.
• OTD to site commit date >/= 98%.
• OTD to Customer need date >/= 85%.
• Escalate material/labor shortages to meet site commit dates.
• May attend production meetings.

Commercial:

• Obtains missing quote information (drawings, specs., other) from Customers.
• Assists CPM 2/3/4 quote pricing research.
• Monitors requests for quotes and responses within 14 calendar goals.
• Prepares quotes for CPM Peer review or global review and approval.
• May submit monetary Customer claims for fees per CPM 2/3/4 authorization.

Level 2: All Level 1, +2-years of experience, plus:

General:

• Follows documented order management and commercial procedures.

Communications:

• Redlines GPA (Global Purchasing Agreement) and ISA (Inventory Stocking Agreement) for renegotiation by UCT Account Executives.

Order Management:

• Owns all order management deliverables to meet OTD to commit & need by date goals.
• Resolves production scheduling & shipping blocks in the ERP or escalations.
• Escalate material/capacity planning information internally to align site commitment to customer need dates.
• Ensures sales order Customer need date changes are managed to protect within the “frozen window.”
• Negotiate with Customer drop-ins and pull-in orders and the impact on existing orders in the UCT production schedule.
• Manages & publishes a daily production schedule report that clearly shows historical Customer need dates, UCT site commit dates, and alignment between the 2.

Commercial:

• Owns all effective communications and closures to the commercial responsibilities listed on CPM 1.
• Prepares quotes for review and approval and submits to customers.
• Resolves invoicing problems with the Customer & UCT Finance.
• Negotiate pricing changes as required by business process.
• Escalate to the Supervisor any Customer blocks to accept pricing change.
• May be asked to produce revenue forecast for a product line and/or site.

Inventory Management:

• Manages and reports consignment/PACE programs OTD & inventory levels (Actual vs. Optimized) – weekly.
• Manages and reports Customer-owned inventory usage quarterly and actual inventory parts and quantities.

Level 3: All Level 2, +3 years of experience, (CFT Leader) Plus:

• May be a people manager and have direct reports.
• May be a global process center of excellence owner to drive effective use of the identified documented process owner.
• Reviews and analyzes processes/programs for opportunities to improve effectiveness and/or efficiencies (a bias will exist to automate everything Account Operations).
• Owns product line/site revenue forecasts relative to hard POs and 26 weeks forecasts.
• Drives to have a hard PO for every forecasted order.
• Has a copy of every applicable Customer contractual agreement.
• Aligns and redlines UCT procedures/process documentation to comply with agreed upon Customer requirements.
• Partners with Account Executives to redline Customer contractual agreements to reflect UCT interests.
• Is a CFT (Cross Functional Team) Leader, responsible for all Customer or Product Line demand/commercial objectives.
• Single point of accountability for the performance of the demand and commercial activities for all existing business at the site for that Customer/product line.
• Lead a cross-functional team with Order Management, Planning, Purchasing, Engineering, Quality, Operations functions – establish a regular cadence for the team to align on activities needed to meet or exceed goals and objectives.
• The CFT Lead will be responsible for both production and NPI orders.
• Accountable for the following:
• All customer service level Agreements.
• Quality, Delivery, Cost.
• Provide a weekly 12 Month rolling PO/Forecast orders to ensure forecast will be met.
• Customer/product line Profit & Loss statement.
• Comparing quote vs. actual PO price to ensure revenue targets will be met.
• Gross Margin > 18% at a minimum (overall GM% - some product lines at 45%+).
• Collecting on Customer claims per schedule committed to at 4B.
• Inclusive of stranded materials on revision changes.
• Identifying expedite fees (on inside lead-time orders; pull-ins; drop-ins).
• Coordinating & facilitating Customer business/performance reviews.
• Quarterly reviews.
• Customer meetings – internal & external pre-alignment.
• All customer key process indicators.
• Regular cadence of internal reviews to govern performance.
• Order management to achieve OTD of 98+% to UCT commit & 85+% to Customer need by date.
• Setting of the priorities for the factory – based on Customer order priorities.
• Blocking inside lead-time orders, pull-ins, drop-ins, à align with planning/site GM à negotiate re-slotting with Customers & fees.
• Return Material Authorization management à follows the same rules as “order management.”
• Use the 12-month rolling forecast to provide Capacity / capability planning to ensure on-time delivery goals are met.

Level 4: Senior Management Position. All Level 3 +5-years of experience, (CFT Leader) Plus:

• May be a people manager and have direct reports.
• Role model for people management skills, particularly influencing management and conflict resolution.
• Manages Department budgets as required.
• Develops long-term, multi-level relationships with customer accounts.
• Responsible for site level execution of strategic initiatives and CIP activities.

Knowledge, Skills and Abilities:

• Must be organized and data/fact driven. Present business cases using data.
• Exceptional analytical skills as the CPM moves from CPM 1 to CPM 4 levels.
• Ability to take a business result. Know if it meets goal or not. Develop the root cause and corrective action plans to drive an action plan to close the gaps and meet/exceed the goals.
• Attention to detail and exceptional organization and follow up skills.
• Good communication skills and ability to interact with internal and external.
• Strong influence-management, negotiation, leadership and assertiveness skills.
• Strong computer skills (MS Office suite, particularly Excel and MS Project) and database (SAP or related ERP at the site) experience.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Educational/Certification Requirement:

• Associate's degree or equivalent in technical, business, or financial discipline or equivalent experience for Level 1.
• Bachelor’s Degree or equivalent in technical, business, or financial discipline for Level 2-3.
• MBA or bachelor’s degree with PMP/PGMP certification for Level 4.
• Successful completion of a negotiation certification course desired.

Work Experience:

• 3-5 years’ experience in a semiconductor or similar industry Level 1-2.
• 5+ years’ experience in a semiconductor or similar industry Level 3-4.

Management Experience:

• Senior positions must have at least 5 years’ experience in positions of increasing responsibility.
• People management skills & experience desired for CPM 3 and 4 levels.

Overnight Travel:

• Level 2 and above work may require out of town travel, depending upon assignment, training, and meetings (10%).

At Ultra Clean Technology, we don’t just welcome diversity - we celebrate it Ultra Clean Technology is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity and expression, marital status, and any other characteristic protected under laws and regulations.

UCT offers an excellent benefits package to all full-time employees, which includes medical, dental, vision, 401(k), and paid time off.

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