Program Manager, Customer Service

Responsibilities Make an impact Collaborate and support the CS Sales organization to manage the client relationship, identify opportunities to strengthen & extend Swisslog’s business relationship.Act as an internal voice of the client \ advocate within Swisslog whilst balancing this with the need to protect Swisslog’s reputation and profitabilityAct as the initial escalation point for CS related topics and coordinate Swisslog resources and efforts to resolve.Collect and present the relevant performance data and information for the regular customer meetings and quarterly business reviews. Lead the Customer Service organization in formulating issue resolution and improvement plans and project execution plans and implementing project management practicesPromote & drive a 1st Time Right & Customer Centric culture within the Swisslog CS organizationIdentify, document & drive lessons learned & process improvementsMake sure that project execution complies with all current realization process policiesConduct assessments of any associated processes regarding all aspects of project management and provide guidance and tailoring when needed and based on project specific conditions.Review the scope, budget and timeline for Customer Service projects.Lead and Manage Project Progress meetings and Reports , provide other related project KPIsTrack & report on the overall project status, actual vs. forecasted effort and cost.Determine overall project progress against objectives and KPI’s.Identify and implement new project management tools to increase efficiency and user experience.Provide clarity to stakeholders and team members on current projects state.Mentor new and less experienced Project Managers Application Requirements What You Need To Succeed Essential Formal qualification: BS or BA in Engineering. Electrical Engineering, Software Engineering, Computer Science or similar5+ years of work experience and demonstrated track-record in Project Management activities3+ years of experience with leading and working across diverse, cross-functional teamsHave working knowledge of the Warehouse and Distribution business sectorTechnology, product, start-up experience is a bonus. Familiarity with manufacturing environment. Desirable PMP, PMI certificationScrum Master certificationScrum Product Owner certificationMBAHave working knowledge of Warehouse Management SystemsHave working knowledge of Material Flow Control SystemsHave working knowledge of PLC controls and control logicHave experience in defining, procuring, installing and maintaining IT Hardware, Controls Hardware and their supporting infrastructure