Director of Programmes & Customer Services
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Scope of Role:
AMETEK Airtechnology seeks an experienced Programmes and Customer Services Director to drive lead the professional delivery of the AAG Customer Services and Programme functions On Time In Full (OTIF), whilst focused on product integrity, process transformation, talent development, culture change and milestone delivery to agreed schedule, budget and quality requirements. In addition this individual will be responsible for the working with business development to deliver the medium and long term Sales & Operational Planning (S&OP) capability and driving on time delivery for new development and production projects.
The role holder will be a member of the Airtechnology senior leadership team and accountable for delivering a customer On Time In Full in of 95% or above and forecast accuracy of +/- 5%.
Reporting to the DVP / MD, the Programmes & Customer Services Director will focus on ensuring the highest levels of customer service (through on time delivery) and ensuring that programme management cost, risk, opportunities and schedule are appropriately managed and reported. Through leading and developing the team, introduce strategies and processes to ensure the business is meeting the needs of the customer and business whilst creating a reputation for great service, improved communication and constantly looking for ways to improve and create incremental value. The individual will be responsible for customer satisfaction (NPS) and ensuring that there is an achievable and accurate business delivery plan (S&OP). The individual will also be responsible for the trade compliance and export team.
The Programmes and Planning director will be measured on the following key KPIs:
• Customer On Time In Full
• Customer Satisfaction (NPS)
• Order acceptance turn around time
• Project budget and delivery
• Budget forecast accuracy
• Others as identified
Main Duties/Responsibilities:
• Improve, develop and implement a customer service strategy with clear policies and procedures flowed through the business, including the development of feedback/complaints procedures for customers to use.
• Define the project/programme management strategy and approach appropriate to each project, whilst adhering to guidelines and standards.
• Oversee the delivery of the project/programme portfolio on a daily basis with regard to cost, risk and schedule. (both engineering / NPI and production projects).
• Work with the engineering team to ensure NPI projects have a fully executable project plan, that is maintained and considers risks and opportunities.
• Implement measures to understand customer satisfaction and improve services.
• Investigate and solve customer problems, which may be complex or long-standing.
• Host regular meetings with key customers both on site and at customer premises, and introduce customer score cards.
• Handle escalated customer complaints through to completion.
• Lead the S&OP process to work with all other functions to ensure budget adherence; especially with the planning team (that reports to operations) and the BD team for new orders.
• Design, implement and monitor performance metrics across all facets of the team's responsibilities.
• Plan, organise and control the activities of the Programme/Customer Service team and report on the team's progress.
• Ensure all export and trade compliances are followed to ensure the business is complaint with internal and external regulations.
• Oversea the management of project/programme issues and risks, as well as quality and scope deviations, mitigate or escalate as necessary.
• Operate under a continuous improvement approach by defining and implementing new processes and procedures to optimise the team's productivity.
• Provide hands on leadership, presence and energy to the customer service and programme management team across sites, with a focus on motivating and training to deliver a high standard of performance.
• Develop the team through guidance, training and using the appraisal system to manage expectations
• Manage the resource profile to meet the needs of the business and performance manage as necessary
• Establish budgets for both the annual cost of the departments and monitor accordingly
• Establish and drive KPI's to manage key performance ensuring agreed Business KPIs
• Create an atmosphere of teamwork with other members of the SLT
• Working cohesively with Business Development and Engineering to drive top line growth
• Work closely with business development to deliver lead time and costs for standard and non standard quotes; (drive throughput of Non-Standard Quotations (NSQ) in support of Business Development).
• Provide commercial and contractual support to major outsourcing and / or re-sourcing programs.
AMETEK, Inc. is a leading global provider of industrial technology solutions serving a diverse set of attractive niche markets with annual sales ov $7.0 billion.
AMETEK is committed to making a safer, sustainable, and more productive world a reality. We use differentiated technology solutions to solve our customers' most complex challenges. We employ 21,000 colleagues, in 35 countries, that are grounded by our core values: Ethics and Integrity, Respect for the Individual, Inclusion, Teamwork, and Social Responsibility. AMETEK (NYSE:AME) is a component of the S&P 500. Visit www.ametek.com for more information.