Program Manager at Snapon in Plano, Texas

Job Description:

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

• 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