Program Manager - Sales and Service Operations

The Company

FEI Company is a leading supplier of Tools for Nanotech™ enabling research, development and manufacture of products at the Nanoscale. Our range of industry-leading focused ion and electron beam hardware and software products are delivered to three primary Nanotechnology markets: NanoElectronics, NanoResearch and NanoBiology. With R&D centers in North America and Europe, and sales and service operations in more the 40 countries around the world, FEI is bringing the Nanoscale within the grasp of leading researchers and manufacturers and helping to turn some of the biggest ideas of the century into reality.

FEI Company is a publicly held company (Nasdaq: FEIC) with over 1800 employees worldwide. At FEI Company we are committed to our employees and to diversity and innovation in the workplace.

 

The Mission

 

To provide customers with a range of value-added services that maximize their investment in FEI equipment and maintains the highest levels of customer satisfaction while contributing to FEI’s financial success with revenue growth rates and contribution margins that exceed the FEI standard product businesses.

 

 

The Position

 

Reporting directly to the Director of Worldwide Sales and Service Support Operations, the Program Manager will act as a program/project lead for projects that have global scope and impact for the sales and service organization. The Program Manager will provide leadership to the WW sales and service operations organization by leading programs/projects which may interface with other departments within FEI. Specific programs and projects may be directly related to changes in processes, organizational roles, or technology.

 

Responsibilities and deliverables include:Global service operational business processes including those that directly interface with the global ERP system (QAD MFG/Pro). This includes:maintaining process documentation and core data in MFG/Pro. (Global databases) owning the service contract module and service contract processes with regards to MFG/Pro and global standard operating procedures. interfaces with finance where business processes roll up to the GLWorking with the regional sales and service management  team for all Sales and Service Operations Center (SSOC) process support.Coordinating with the regional service directors and SSOC managers in  forecasting global service revenue which includes tactical, operational and strategic timelinesTotal account analysis - analyzes and forecasts cost and revenue information for strategic accounts across both sales and serviceActing as a liaison between service and finance globally regarding revenue recognition process and practice.Providing sunset revenue and cost implication analysis impacting the overall service revenue forecast . Conducting internal analysis of revenue and profitability by region, offering, and customer .Partnering with field service management in developing and pricing service contract offerings based on external and internal data to ensure both revenue and profitability goals.  Reviews service contract offerings on an annual basis and proposes changes to the service and product management teams.Working directly with field, account, and service marketing management to help develop specialized pricing and offerings for strategic accounts as necessary.Owning the global spare parts price list and maintenance itemsAdding the service contract and pricing module to the CRM (Microsoft Dynamics) system



Position Requirements

 

This position is ideal for an individual with considerable experience in global customer service and/or sales management roles along with a proven background in Program/Project Management. The successful candidate will possess the following combination of education and experience:

 Bachelor’s degree or an equivalent combination of education and experience.6+ years working in a similar sales and service operations environment as FEI Company (including global organization, 2000+ employees, customers worldwide, etc).3+ years managing highly visible, globally dispersed, complex programs and projects.Able to effectively communicate with and manage the deliverables of cross-cultural and cross-functional teams to achieve a goal or complete a project. Proven experience managing projects directly related to CRM and ERP systems is required.Excellent written and verbal English communication skills. Other languages a plus.In-depth experience using standard Microsoft Office productivity tools including Excel, MS Project, Power Point, etc. Working knowledge with International Trade and Legal aspects is requiredAbility to influence others is essential to success in this role.  Must be able to obtain a valid passport and travel internationally as required. Experience with designing and implementing IT projects is a plusWillingness and ability to work outside normal office hours to join international conference calls with other regionsWorking knowledge with Quality Systems (ISO) is a plus For quick consideration
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