Customer Program Manager

JOB PURPOSE:

As a Customer Program Manager with an engineering background, you will act as the technical liaison for clients who have service contracts. Your primary responsibilities will involve overseeing the contract lifecycle from planning and implementation to sustainment, ensuring all contractual commitments, including key performance indicators (KPIs) such as availability, cycle time, cavitation, quality, energy consumption and resin usage, are met or exceeded.

KEY RESPONSIBILITIES/Areas of Accountability:

• Lead the contract planning process, ensuring successful implementation and ongoing management to meet stated KPIs.
• Collaborate with cross-functional teams within the organization to consistently maintain contract commitments.
• Manage all contract-related activities and services, ensuring timely completion according to predefined schedules and efficient execution.
• Document and define all services included in the contract, ensuring they are scheduled and recorded in the appropriate Husky systems.
• Oversee customer expectations to align with contract objectives and goals, ensuring customer satisfaction and managing contract renewals.
• Plan and schedule contract milestones using appropriate tools and be accountable for the delivery of these milestones.
• Generate and present progress reports, presentations, and other contract documentation both internally and to the customer.
• Coordinate all activities related to contract implementation and ongoing processes, acting as the primary point of contact for both internal teams and customers.
• Lead weekly calls with customers to manage relationships and escalate issues as necessary.
• Schedule upcoming work with Field Service teams, ensuring seamless completion.

QUALIFICATION:

• Mechanical or electrical engineering degree/diploma

• A minimum of 3-5 years work experience operations or technical project management;

• Experience in a preform or plastics manufacturing environment with a strong understanding of operational KPIs.

• Proven project management experience and engineering work experience, enabling technical discussions and problem-solving with customers.

• Specific expertise in injection molding technology and various applications (e.g., PET, Thin wall, Closures, Multilayer).

• Customer-focused with excellent communication skills, capable of delivering technical reports and resolving issues in collaboration with internal teams.