Customer Service - Program Manager

Additional Locations: • Pennsylvania; • Georgia; • Ohio

We are looking for a Customer Service – Program Manager to join our team at Innomotics.

The Industry-Leader of Motors and Drives

Innomotics is an industry-leading supplier of motors and large drive systems. With a trusted legacy of more than 150 years of engineering expertise, our products power all the world’s most essential industries. Today, we are bringing the #EnergyTransition to life with a portfolio that enables our customers to boost energy efficiency, reduce greenhouse gases, and minimize the carbon footprints of plants.

Our Most Powerful Engine: Our People

We are a team of more than 15,000 dedicated experts, doers, and innovators. For us, engineering the future means keeping businesses in motion. As a global player operating with the spirit and speed of a mid-sized champion, the future holds unlimited opportunities for us. If you share our bold mindset to be best-in-class, we want you IN.

Your Future Role

As a Customer Service – Program Manager you will be representing and championing our customers' needs. The CS Program Manager will have a passion for technology, excel in navigating complex client environments, have a strong desire to deliver client objectives with best-in-class service, and thrive in a dynamic, fast-paced environment. If you are the successful candidate, you will report to the New Kensington Customer Service Operations Manager and will be a vital part of supporting the Innomotics New Kensington Large Drives customers.

This position reports to the NKN Customer Service Operations Manager and will be a vital part of supporting the IN NKN Customers.

This role is based out of the New Kensington, PA facility. Local candidates are preferred, but we are open to candidates in the following geographies: Norwood, OH and Alpharetta, GA.

The following is what we believe is required to do this job well:

• You Enjoy Interacting with People and Possess Superior Communication Skills: We're looking for someone who genuinely likes helping people and making each interaction a comforting experience. Customer Service Team Members are the primary point of customer contact for aftermarket and field support. Your main job is communicating (and problem solving) with our customers. As such, this position requires strength in both verbal & written communication.  Customer Service will also interact with all aspects of Innomotics internal teams & departments such as Management, Sales, R&D, Engineering, Quality, Purchasing.

• Positive Attitude: We want you to enjoy your job! A great attitude will help you fit in with our encouraging, fun & highly interactive team. Positive team members find the good even in challenging situations, are encouraging & uplifting, and motivate others around them. A positive attitude can have a significant impact on customer experience, can set the tone for a customer interaction, and can help customers feel valued and understood. We want to create positive create memorable experiences that can lead to customer loyalty and word-of-mouth. 

• Technical Experience: Familiar with industrial/mechanical applications, aftermarket service & support functions, equipment startup & commissioning, or similar.  Comfortable and willing to learn new things, process oriented with a continuous improvement mindset.  A successful candidate should be familiar with Variable Frequency Drives & Motors, Electrical Control Systems, PLC/HMI/SCADA applications, general OSHA guidelines.

Your Profile:

Customer Service Program Manager: 

• A program manager is a strategic project-management professional whose job is to help oversee and coordinate the long-term strategies of various projects, products, and other strategic initiatives with a key focus on larger strategic goals & objectives.
• Develop program management strategy, runbook, and procedures including vendor management, lifecycle, end-to-end process flows, organizational assessment, etc.
• Coordinate across Innomotics & client organizations at all levels of leadership to schedule sessions for discovery, planning, status, delivery, etc.
• Coordinate and guide key technical solutions, deliverables, program design, strategic initiatives, and various decisions with all teams.
• Understand work tasks and skills alignment of engagement team members, interface with teams on potential collisions and blockers as identified and recommend solutions and maintain ownership.
• Maintains a broad knowledge and understanding of the current and anticipated future of the industry including trends, technologies, products, services, and standards.
• Provide overall leadership, guidance, and mentorship to client teams through program delivery work with continuous integration and coordination among multiple workstreams and maintain alignment with other related and dependent programs.
• Simultaneous management of multiple complex projects throughout the project life cycle by tracking progress and reporting results to core team members and other stakeholders.
• Lead & manage Customer Service (CS) projects, ensuring timely & budget-conscious delivery while meeting all project objectives.
• Develop and maintain detailed project plans, schedules, and budgets, tailored to customer/project specific requirements.  

• Lead all aspects of assigned VIP & TSA Customer business.
• Apply project management & engineering expertise to resolve project challenges and provide technical guidance throughout the project life cycle.
• Monitor project performance, identify potential risks, and implement effective mitigation strategies, ensure projects comply with industry standards, safety regulations and company policies focused on Environmental, Health and Safety.
• Ability to maintain and manage program financial management and capacity management, forecasts revenue (with team) and handles risks & opportunities, leads change orders, warranty claims, PO updates, cost controls, forecasting & invoicing, maintains & monitors project costs & margin throughout project lifecycle.
• Next level of support above tactical project management to ensure positive customer experience, leads all aspects of project communications (reporting, correspondence, meetings, etc.)
• Verifies, requests, and acquires customer acceptance of the system, maintains lessons learned throughout the entirety of the project, closes the project at completion and archives project files

• Work with the Manager, Finance, & Operations to manage account budgets, forecasts, and financial performance.

Required Knowledge/Skills, Education, and Experience:

• Demonstrated experience with strong supporting examples of successful Program/Project management activities for large scale projects.
• BS Degree in Project Management, Business, Engineering, or related field
• 8 years + of Project management or related experience.
• 2 years + of Program management or related experience

• Proven track record of building and managing client relationships, delivering successful service solutions for industrial applications within scope, on time and on budget.
• Background in infrastructure, application, platform technology, and/or technology management
• Experience working with a cross-functional, geographically dispersed team and customer base and collaborating with channel partners, systems integrators, and third-party developers to deliver high-impact solutions.
• Experience leveraging quantitative assessment and analysis for decision-making and prioritization.
• Ability to quickly learn, understand, and work with new & emerging technologies, methodologies, and solutions as it relates to service projects & deliverables.

• Ability to work in fast paced environment, multi-task, prioritize & handle time efficiently
• Excellent communication and presentation skills

• Quality Orientation -accurately checking processes and task requirements for the project

• Potential for 15% travel based on customer requested meetings and support

Preferred Knowledge/Skills, Education, and Experience:

• Master’s Degree or MBA Preferred or extensive equivalent experience
• PMP and/or PgMP Certification
• Six Sigma Lean or Agile Certification
• Electrical/Industrial Equipment Knowledge:  Engineering or Technical background

• Variable frequency drives, motor & motor controller experience
• PLC/SCADA, Automation & Control, HMI, Industrial process control, Motors/Drives
• Proven track record of complex Project Management experience: Nuclear, Power Gen, Oil/Gas
• Proficient in Microsoft Office programs
• Demonstrated customer service experience, negotiations,
• SAP or Similar ERP Experience

The pay range for this position is $87,000 - $149,200. The actual wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, qualifications, and premium geographic location.

What’s IN it for you (Our Benefits)

• Competitive compensation based on qualifications
• Medical, dental, prescription and vision coverage, first day of employment
• Matching 401(k) (immediate employer match)
• Competitive paid time off plan, paid holidays, and floating holidays
• Career development opportunities
• Education and tuition reimbursement programs available
• Flexibility to work remotely a few days a week
• Paid parental leave

Ready to power the future with us? Join Innomotics and start making a difference now. #TeamInnomotics #JoinReliableMotion

Innomotics is an equal opportunity employer and values diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status or disability status.

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