Program and Customer Account Manager - copy in Carson, CA at Ducommun

Date Posted: 10/17/2020

Job Snapshot

Job Description

Program and Customer Account Manager - copy

Job Description

The Program and Customer Account Manager is responsible for the execution of all aspects of the project to ensure that all activities are carried out in accordance with technical and contractual requirements, schedules and budgets. The Project Manager is the focal point for the company for communications with the customer (internal / external) and is responsible to ensure customer requirements are flowed down to all functional departments.

In addition, the role will manage key accounts and other special assignments as identified by management, will chair Program Reviews and will represent management at functions in their absence.  

1.  Focal point for Customer Communication and Interface:

 

  • Manages communications and relationships between Ducommun and its customers. Manages customer portals, scorecards and various surveys and annual certifications
  • Represents the company in contacts with the customer and outside parties for all issues concerning the assigned program / account / customer
  • Provides timely notification to management and customer of program issues impacting cost, quality or schedule
  • Provides a coordinated company response to customer requirements (commercial – technical) and customer inquiries and issues (voice of the customer)

2.  Internal Communication and interface:

  • Communicate within IPT to assure proper coordination of customer requirements (schedule, specifications, contract deliverables, recovery plans, reports, etc.)
  • Ensure that the company's capabilities and business interests support customer requests
  • Ensure efficient and effective goal attainment in support of the PM team metrics, corporate policy, regulatory requirements and budget parameters
  • Coordinate technical and operational requirements with stakeholders to ensure the customer requirements are met
  • Communicate customer cost reduction and process improvement goals to company management and coordinate response that highlights / demonstrates company commitment to continuous improvement through action
  • Champion Kaizen and Lean activities that drive improvement in both operational and administrative areas

3.  Contract Management and Administration, Quoting & Sales Order Management:

  • Analyze and review all contracts (LTA / GTA / PO / NDA / all others) to understand and verify Terms and Conditions, Work Statements, Funding, Performance Periods, Deliverables, and other customer General Conditions
  • Coordinate review of terms and conditions with DCO Director of Contracts, PM Manager & Site Leadership as necessary
  • Prepare and administer compliance and deliverables matrix for each contract
  • Manage and track program compliance to LTA and purchase order requirements
  • Prepare assertions and claims for customer in accordance to contract parameters
  • Prepare negotiation plan and lead team for assigned customer negotiations
  • Responsible for Purchase Order review, order entry, Sales Order creation, oversight and management of business unit bookings, backlog, aging past due receivables and sales forecasts for assigned customer base and / or product line
  • Drive quote conversion to ensure attainment of site AOP

4.  Operational Management:

  • Responsible to coordinate with Operations Management to review and incorporate program requirements as they relate to:
  • Operational Performance:
    • Metrics - development and execution
    • KPI and TTI tracking on a monthly basis
    • Day to day performance to delivery plan
    • Customer Scorecard Analysis and corrective action

5.  Fiscal Management:

  • Review program performance to provide ongoing visibility of project cost, margin and schedule (actual vs. projected)
  • Support the Finance Department as required in resolving aging accounts receivable (AR) and customer claims / assertions

6.  Development and Growth of the Program:

  • Coordinate planning and acquisition of follow-on business within lead time
  • Coordinate with Business Development to strategize, identify and capture new business opportunities.
  • Support customer cost reduction and process improvement activities that demonstrate the company’s commitment to continuous improvement.
  • Coordinate process development, standardization and detailed documentation of PM team responsibilities

7.  Proposal Management:

  • Focal / Leader of the Integrated Product Team (IPT) schedule (including NPI Phase Gate checklist), commercial terms, customer and contract related issues
  • Execution of New Product Introduction – Phase Gate Process
  • Lead the Proposal Team in the development, preparation and customer submittal of proposals for new and follow-on business at the assigned program value or responsibility level. Will have assistance from BD, Finance, Engineering and Operations on estimating cost, program development, schedule, and capital requirements
  • Support FAA / Customer / ISO / DCAA / DCMA audits as required

Skills & Qualifications

  • Must possess the ability to lead without authority, negotiate and manage by influence at all levels of the customer and Ducommun organizations 
  • Must have a strong bias for action and detail focus while maintaining big picture view of project and all requirements 
  • Must have extensive experience with ERP / MRP / CRM systems

  • Must have extensive experience in RFQ / RFP evaluation and contract / PO review and administration

  • Must have extensive experience in quote / proposal development, sales order creation, order entry and order management, including account backlog management & on time delivery

  • Must have strong critical thinking and data analysis skills
  • Extensive experienced in the management / administration of FAA Part 145 MRO or other product service agreements and all associated commercial and military regulatory requirements is strongly desired
  • Must have significant experience in aerospace customer contract and account management for OE and aftermarket spares - commercial and military.  Other manufacturing industry experience considered.

  • Must have strong focus on regulatory compliance and significant experience managing SOX requirements within the scope of similar positions

  • Extensive experience with ITAR / EAR export control compliance within the scope of similar positions is required

  • Must have strong respect for process fidelity – QMS, NPI, SOX / Finance, Export Compliance and others as required

  • Strong relationship building and time management skills are required

  • Excellent verbal and written communication skills are required; must be able to communicate effectively and professionally with customers and across all organizational levels

  • Must have extensive experience managing customer portals including Exostar, WAWF, CAV, DIBBS and other customer specific portals

  • Ensure efficient and effective goal attainment in support of the PM team metrics, corporate policy, regulatory requirements and budget parameters
  • Coordinate technical and operational requirements with stakeholders to ensure the customer requirements are met
  • Communicate customer cost reduction and process improvement goals to company management and coordinate response that highlights / demonstrates company commitment to continuous improvement through action
  • Champion Kaizen and Lean activities that drive improvement in both operational and administrative areas

3.  Contract Management and Administration, Quoting & Sales Order Management:

  • Analyze and review all contracts (LTA / GTA / PO / NDA / all others) to understand and verify Terms and Conditions, Work Statements, Funding, Performance Periods, Deliverables, and other customer General Conditions
  • Coordinate review of terms and conditions with DCO Director of Contracts, PM Manager & Site Leadership as necessary
  • Prepare and administer compliance and deliverables matrix for each contract
  • Manage and track program compliance to LTA and purchase order requirements
  • Prepare assertions and claims for customer in accordance to contract parameters
  • Prepare negotiation plan and lead team for assigned customer negotiations
  • Responsible for Purchase Order review, order entry, Sales Order creation, oversight and management of business unit bookings, backlog, aging past due receivables and sales forecasts for assigned customer base and / or product line
  • Drive quote conversion to ensure attainment of site AOP

4.  Operational Management:

  • Responsible to coordinate with Operations Management to review and incorporate program requirements as they relate to:
  • Operational Performance:
    • Metrics - development and execution
    • KPI and TTI tracking on a monthly basis
    • Day to day performance to delivery plan
    • Customer Scorecard Analysis and corrective action

5.  Fiscal Management:

  • Review program performance to provide ongoing visibility of project cost, margin and schedule (actual vs. projected)
  • Support the Finance Department as required in resolving aging accounts receivable (AR) and customer claims / assertions

6.  Development and Growth of the Program:

  • Coordinate planning and acquisition of follow-on business within lead time
  • Coordinate with Business Development to strategize, identify and capture new business opportunities.
  • Support customer cost reduction and process improvement activities that demonstrate the company’s commitment to continuous improvement.
  • Coordinate process development, standardization and detailed documentation of PM team responsibilities

7.  Proposal Management:

  • Focal / Leader of the Integrated Product Team (IPT) schedule (including NPI Phase Gate checklist), commercial terms, customer and contract related issues
  • Execution of New Product Introduction – Phase Gate Process
  • Lead the Proposal Team in the development, preparation and customer submittal of proposals for new and follow-on business at the assigned program value or responsibility level. Will have assistance from BD, Finance, Engineering and Operations on estimating cost, program development, schedule, and capital requirements
  • Support FAA / Customer / ISO / DCAA / DCMA audits as required
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Skills & Qualifications

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  • Must possess the ability to lead without authority, negotiate and manage by influence at all levels of the customer and Ducommun organizations 
  • Must have a strong bias for action and detail focus while maintaining big picture view of project and all requirements 
  • Must have extensive experience with ERP / MRP / CRM systems

  • Must have extensive experience in RFQ / RFP evaluation and contract / PO review and administration

  • Must have extensive experience in quote / proposal development, sales order creation, order entry and order management, including account backlog management & on time delivery

  • Must have strong critical thinking and data analysis skills
  • Extensive experienced in the management / administration of FAA Part 145 MRO or other product service agreements and all associated commercial and military regulatory requirements is strongly desired
  • Must have significant experience in aerospace customer contract and account management for OE and aftermarket spares - commercial and military.  Other manufacturing industry experience considered.

  • Must have strong focus on regulatory compliance and significant experience managing SOX requirements within the scope of similar positions

  • Extensive experience with ITAR / EAR export control compliance within the scope of similar positions is required

  • Must have strong respect for process fidelity – QMS, NPI, SOX / Finance, Export Compliance and others as required

  • Strong relationship building and time management skills are required

  • Excellent verbal and written communication skills are required; must be able to communicate effectively and professionally with customers and across all organizational levels

  • Must have extensive experience managing customer portals including Exostar, WAWF, CAV, DIBBS and other customer specific portals

Equal Opportunity Employer Veterans/Disabled