Program Manager

• Provide support to National/Key account (as assigned) managing overall service/implementation account performance, technical problem identification and resolution, and general customer service and satisfaction.
• Organize and lead regular face to face visits with assigned Program teams to discuss performance, projects, issues, and plans.
• Using internal systems, and interaction with field operations, assure appropriate resources are applied and scheduled Interfaces daily with Management in Sales, Service, and Headquarter Field Support.
• Electronic Security Group to discuss future ESP growth and how we can assist and plan for future support
• Review workload regularly to ensure team is right sized, plan resource requirements for future opportunities identified by the Account teams.
• Directly contact / interface with customers when required.
• Influence process excellence team to assist in delivery process development and revisions to meet current business environment.
• Create strategy and update project best practices/ processes and support procedures/requirements.
• Provide support in achieving account profitability goals
• Provide support of Installation Managers and Directors efforts in customer service relationship management involving National Account customer base with prompt, efficient, effective, and quality customer service and installation support through multiple service branches and/or multiple service areas
• Provide and assist Installation Managers and Directors in providing necessary reporting, problem resolution, action plans and resource attainment to resolve performance issues.
• Forms and maintains databases where necessary of nationally provided commodities.
• Monitor Performance and provide direction to ensure projects are on time, on budget and within scope unless out of scope issues identified.
• Create and maintain reporting dashboard to client, and present project, service and initiative conditions, weekly and monthly as well as regular business reviews, Quarterly/Annually.
• Interface and coordinate with Logistics as it relates to staging and / or kitting ESP orders for quality installation readiness regarding spoke orders.
• Meet on a regular basis to develop project plan with customer, including schedule, specific responsibilities of each party, deliverables, terms of acceptance, etc.
• Ensures that the project team is trained on policy, standards, and procedures and those they are practiced in everyday project activities.

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