Senior Hardware Services Program Manager
Position Overview and Responsibilities
The National Instruments Global Services Team has an immediate opening for a Hardware Services Program Manager. The successful candidate for this position will work with a wide and diverse set of people and resources to define and manage service delivery to ensure customer success with NI services
The HWS Program Manager will be a part of a highly experienced, growing team to ensure successful delivery of hardware services to meet the expectations of NI's customers. The HWS Program Manager works closely with internal teams including:
Product Management, Customer Operations, NI Manufacturing, Service Managers and Sales Account Managers throughout Americas, Asia, and Europe. Their strong interpersonal skills paired with their solution driven mentality enables them to collaborate with team members and external customers to identify, analyze, and solve problems in fast paced environments. Additionally, a successful HWS Program Manager has strong alignment to the culture, values, and mission of NI, the NI Services function, and the Hardware Services team.
Core Job Responsibilities
Create project plans that drive successful, measurable project execution: Monitor and coach team members to ensure high quality project execution.
Ensure technical feasibility, financial viability, risk assessment and schedule are well understood by stakeholders. Identify and document customer requirements. Work with project team to determine the technical and operational plan.
Create a work breakdown structure to plan project budget and routinely reassess as needed. Actively manage risks to identify changes and mitigation strategies. Clearly communicate all schedule constraints and delivery milestones. Ensure deliverables are met according to SLA.
Act as the single point of contact for the: project or service agreement execution. Develop a communication plan and ensure execution to the plan, resulting in professional and consistent communication with the customer and other stakeholders.
Effectively negotiate scope and schedule changes. Accurately identify and communicate internal and external customers' needs. Organize and facilitate operations reviews that ensure key stakeholders are presented with accurate and concise information to make decisions.
Influence others to ensure successful delivery: frequently collaborate with other departments such as manufacturing, R&D, operations, quality and sales and lead with influence to ensure the success of your project or service delivery and set the stage for future success of your next engagement working with these stakeholders. Develop a sense of urgency in stakeholders while also building a solid foundation for future collaboration.
Work with business owners to communicate delivery schedules, project plans, etc. Communicate project updates to internal stakeholders and external customers. Drive alignment with training programs across applicable cross-functional teams.
Lead project analysis on resource, schedule & budget planning and risk assessment: Monitor and report out to stakeholders on project costs, status, quality; escalate issues when necessary. Evaluates and approves changes that substantially impact the scope, budget, or schedule of a project or service agreement.
Collaborate with resource managers to ensure appropriate staffing on projects: Influence and make decisions about scope, schedule, and resources for project or service contract fulfillment. Provide input and business justification for capability roadmap and development.
Drive alignment and prioritization with cross-functional teams: Lead team meetings.
Manage escalations and report out to senior leadership. Drive alignment and prioritization with cross-functional teams. Attend or lead customer meetings to discuss service capabilities and develop relationships.
The HWS Program Manager should have demonstrated success in managing complex global projects or service execution with a high attention to detail, proven success in meeting aggressive deadlines, and the ability to handle high stress situations. With strong personal organization and project planning skills, they have the ability to work independently and collaborate with minimal direction from others. They are highly motivated by developing and coaching others and have demonstrated experience directly managing teams.
A minimum of at least 5 years' experience in customer service, business analysis and/or project management is necessary, as well as a bachelor's degree in Engineering, Business Management, Information Systems; or equivalent experience. They have experience working with and leading cross-functional and global teams and must have the willingness and ability to travel domestically and internationally up to 25% of the time.
In addition, desired skills and experience may include:
Experience in managing services programs in semiconductor industry
Ability to communicate clearly both orally and in writing in various circumstances, including customer-facing meetings
Proven success in meeting aggressive deadlines and ability to handle high stress situations
Understanding of high-tech service industry
Prior experience/understanding of NI's global processes and systems
Experience with Oracle or Sales Force Applications
Experience with cross functional and global teams
National Instruments is an equal opportunity and affirmative action employer, committed to providing a work environment free of discrimination on the basis of sex, race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, gender, gender identity, gender expression, age, sexual orientation, military status, veteran status, or any other basis protected by federal, state or local law.
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