Program Manager

Overview

This position is the primary client contact for all aspects of the OEM-based Approved Dealer Essential Tool Program and is responsible for managing essential service tool development and sourcing, as well as warehouse stocking levels for follow-on sales. This position also provides customer support for corporate and dealer related escalation issues.

Responsibilities

Duties and Responsibilities

• Primary client contact for all needs associated with OEM tool program
• Ensure client timelines are met
• Communicate effectively with customer service group and/or customer to ensure customer inquiries are being resolved in a reasonable time period
• Manage and address escalated customer issues and resolve as appropriate
• Communicate essential tool inventory levels and help generate stocking levels and reorder points
• Be the liaison with the web development team for new content and pricing, and manage for timely completion of enhancements and fixes
• Maintain essential service tool database
• Provide an accounting of program transactions to client and management on a monthly basis
• Assist with usability and validation of new automotive tool assisting and leading the efforts of the assigned engineer
• Identify business development opportunities to identify areas for account growth
• Keep the program organized in such a manner that the projects flow smoothly and, if necessary, can be handed over to another Program Manager or Coordinator
• Maintain a professional and comfortable relationship with the customer to ensure the highest level of service
• Other miscellaneous duties as assigned including helping with other programs run by Snap-on at assigned OEM

Qualifications

Qualifications

• Bachelor’s degree in business or related field
• Previous OEM service experience or dealership service operation experience and/or knowledge of the service equipment industry is a must
• 5+ years related work experience in account management, program management and project management
• Working knowledge of Microsoft Windows, Word, Excel, PowerPoint and Project (or similar application); ability to utilize the higher functions of Excel such as pivot tables and macros
• Solid written and oral communication skills
• Ability to present to senior management of Snap-on and customer; communicate with suppliers and different levels within the corporate customer
• Ability to organize complex projects and work within a deadline driven environment
• High energy level, capability in partnering with customers, results oriented, and ability to handle unstructured or unexpected situations
• Ability to lead in a “matrix” environment and handle multiple concurrent assignments; demonstrated ability to be proactive and lead cross-functional teams
• Willingness to travel