at Integra Technologies in Wichita, Kansas, United States
Job Description
POSITION SUMMARY
Provide an exceptional customer experience by delivering prompt, courteous, professional and accurate information to internal and external customers. Review, research, and analyze complex issues to ensure successful resolution while positively representing Integra Technologies. Lead cross-functional teams, sometimes across multiple sites, through the development process for internal and customer projects, to include collaboration, planning, and driving these projects through the full project cycle, utilizing waterfall and/or agile techniques, while in compliance with internal and external customer requirements. Ensure that resulting solution(s) for external customers is consistent with Integra’s operational production flows and meets the Integra committed customer schedules. Lead initiatives to improve overall development capabilities, effectiveness, and efficiencies in supporting business goals and objectives. Assist in defining and evolving Integra best program management practices.
KEY RESPONSIBILITIES/ESSENTIAL FUNCTIONS INCLUDE
- Act as primary customer contact, ensuring frequent and professional communications with customers. Provide accurate and ongoing status reports as required to each customer (at least weekly).
- Provide accurate and timely follow through to external and internal customers in a professional, courteous and timely manner. Investigate customer complaints and issue corrective actions as required.
- Lead onsite customer visits and ensure that customer needs are met while visiting.
- Drive on-time delivery on all assigned customer projects, including part qualification, through effective cooperation with scheduling, purchasing, operations, engineering, sales, shipping/receiving, and quality assurance.
- Provide stellar customer satisfaction by routinely anticipating and resolving complex, non-routine problems.
- Maintain customer-specific documentation to ensure that all customer needs are met without interruption, including projects, meetings, and onsite visits, when unavailable.
- Lead and manage internal initiatives/projects to improve Integra’s capabilities and drive efficiency and other improvements for the Customer Service team or for Integra customers.
- Regularly review revenue to ensure internal revenue recognition is scheduled correctly and that customer invoicing is accurate and timely.
- Collaborate with groups and individuals to develop process improvements and develop supporting documentation and provide training to those impacted by the changes.
- Plan smaller initiatives and develop them as an individual contributor or work with the IT department or other individuals to implement.
- Project plan, organize, schedule, budget, track, and coordinate cross-functional resources for development programs.
- Identify program key dependencies and risks with appropriate risk mitigation planning.
- Prioritize the activities of cross-functional project/program teams.
- Monitor schedules, cost and resources to achieve program deliverables that meet Integra’s quality and business requirements.
- Identify, escalate, and ensure resolution of issues impacting successful execution of programs to plan.
- Ensure effective communication within and across Integra’s various functional groups and with customers, vendors, contractors, or others through appropriate status meetings and project reporting.
- Continually keep leadership informed of program status and key issues.
- Manage/oversee associated purchase orders and build plans.
- Support IT project development for program management reports for tracking metrics and drive any required Integra database enhancements.
- Provide support and backup as needed to team members to ensure that customer needs are met.
- Flexibility to perform other duties as assigned.
