Service Delivery Program Manager - PMP

Company Name:
RCJ Consulting,LLC
This position requires excellent organizational and prioritization skills, and the ability to work independently to lead field activities, and function in concert with other field managers within the Americas.
Audit Field Service Reports (FSR's) for conformity to established guidelines after subordinate approval.
Approve FSR's and other documents from Third Party Service organizations prior to submission for payment.
Determine skill levels of Field Service Engineers (FSE) and System Account Specialists (SAS) and position within specific regional locations.
Provide strategic direction in the development and implementation of product line training to both internal and external clients.
Interpret a variety of contract documents including partnership agreements, Statements of Work (SOW), and other subcontracts and clarify details for staff as required.
Audit quotes for accuracy once created and approved by subordinates.
Provide leadership on complex projects involving multiple technical and administrative disciplines.
Establish and define a vision of how each program will progress through completion and convey this same vision to peers and also to staff.
Possess excellent people management skills including promoting teamwork, providing on-going training, performance management, responding to employee issues and resolving conflicts.
Demonstrate excellent interpersonal communication skills with the ability to interface comfortably with all levels in the organization including executive management.
Participates as a member of the Service Operations Management Team concerned with strategic growth of the business overall.

Oversees the investigation of complaints, such as those concerning rates or service in connection with any product or service offered. Directs the investigation of all situations of customer dissatisfaction in the field.
Provides strategic direction in the development and implementation of product line training to both internal and external clients.
Assumes ownership for achieving defined customer performance metrics.
Actively seek out potential obstacles to progress; take actions or create short term plans to remove or mitigate the effects of such barriers.
Lead post award activities both internally and externally to promote positive customer relations.
Define project teams as required and articulate the project vision to ensure that all team members have an understanding of the overall objective.
Lead recruitment activities of staff (ie: FSE's, SAS's, Schedulers) to include interviewing, selection, hiring and salary negotiation. Coach, develop, retain, review and recommend corrective action for employees.
Provide guidance with regard to cross-training activities, defining the number of resources needed to accomplish any given field support objective.
Communicate internally and externally as necessary to ensure timely and consistent progress of completion of tasks required to advance the program. Broadcast widely, in writing and verbally, key information that affects the direction or scope of the program.
Design measurement metrics and publish management reports monthly to gauge performance.
Support staff and sales personnel with site visits as necessary.
Travel, overtime and work hours other than Monday-Friday may be required.
Comply with and ensure department compliance with Company health, safety and environmental policies
Comply with all applicable U.S. export control and security regulations
Other duties as required

Education/Training: Bachelor's Degree, PMP certification or 5 years of related experience is required. Equivalence achieved through comparative work and life experience is acceptable. Computer literacy, competency in use of all programs within MS Office Suite and aptitude for learning specialized software programs.

Experience: A minimum of 8 years management experience, preferably in a technical field, with a minimum of 3 years prior experience in Field Service.

Knowledge/Skills: Must possess a strong orientation for customer focus and teamwork. Good leadership and project management skills. Requires excellent written and oral communication skills diplomacy, and negotiation skills.

Supervises: Lead projects as required; define disciplines needed, assemble teams, supervise the work of others to ensure objectives are achieved.
Oversee Field Operations ensuring adequate staffing exists to cover the quantity and variety of products deployed
Develop staff to improve capability through cross training exercises and formal instruction
Recruit & train Third Party Service organizations as required to ensure program success
Assume ownership for successful achievement of special projects as assigned and defined field upgrade activities
Create and monitor performance metrics to ensure objectives are achieved or to identify weaknesses to address
Participate in budget creation & administration activities


Strong project and time management skills, demonstrated ability to manage multiple tasks and projects concurrently and within established timeframes.
Ability to plan, organize, and assist in the management of one or more programs.
Ability to think logically and apply practical solutions.
Self-motivated, reliable, and accountable individual who assumes task ownership.
Ability to lift packages up to 50 lbs. unassisted.
Travel up to 50 percent.
Ability to pass US Government background investigation.

Work environment is typically considered in an office environment located on-site, within a headquarters location during normal or extended business hours. Work environment may also include employee's residence, customer site or other location as required.

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