Job Title: Technical Program Manager - Service Department
Company Overview: Monarch is a leading innovator in the design and manufacturing of advanced agricultural machinery, specializing in tractors equipped with cutting-edge technology for improved performance, efficiency, and sustainability. We are dedicated to providing farmers with innovative solutions that enhance productivity and profitability while promoting environmental stewardship.
Job Overview: We are seeking a highly skilled and experienced Technical Program Manager to join our Service Department. The Technical Program Manager will play a key role in leading and coordinating technical projects and initiatives within the Service Department, ensuring the successful delivery of high-quality service solutions to our customers.
Responsibilities:
Project Management:
Lead the planning, execution, and delivery of technical projects within the Service Department, ensuring adherence to project timelines, budgets, and quality standards.
Coordinate cross-functional teams, including service technicians, engineers, product managers, and external partners, to drive project success.
Technical Expertise:
Serve as a subject matter expert in tractor technology, diagnostics, and repair processes, providing guidance and support to the service team as needed.
Stay abreast of industry trends, best practices, and emerging technologies related to agricultural machinery and service operations.
Customer Engagement:
Collaborate with the Customer Support team to identify customer needs and requirements, translating them into actionable service projects and initiatives.
Maintain regular communication with customers to provide updates on service projects, address concerns, and ensure overall satisfaction.
Process Improvement:
Identify opportunities for process improvement and efficiency enhancement within the Service Department, implementing initiatives to optimize service delivery and customer experience.
Develop and maintain standard operating procedures (SOPs) for service operations, ensuring consistency and quality across all service activities.
Quality Assurance:
Establish and maintain quality assurance processes and procedures for service operations, conducting regular audits and inspections to ensure compliance with quality standards.
Work closely with the Quality Control team to address any service-related issues or defects, implementing corrective actions as necessary.
Performance Monitoring and Reporting:
Monitor key performance indicators (KPIs) and metrics related to service performance, analyzing data to identify trends, patterns, and areas for improvement.
Prepare regular reports and presentations on project status, performance metrics, and service department initiatives for management review.
Qualifications:
Bachelor's degree in engineering, business administration, or related field; advanced degree preferred.
Proven experience in technical program management, preferably in the agricultural machinery or automotive industry.
Strong understanding of tractor technology, diagnostics, and repair processes.
Excellent project management skills, with the ability to lead cross-functional teams and deliver results on time and within budget.
Exceptional communication and interpersonal skills, with the ability to effectively collaborate with internal teams, customers, and external partners.
Demonstrated problem-solving abilities and a proactive approach to identifying and addressing technical challenges.
Proficiency in project management tools and software, such as Microsoft Project, Jira, or Asana.
Knowledge of quality assurance principles and practices, with experience in implementing quality management systems.
Strong analytical skills, with the ability to analyze data and make data-driven decisions to improve service operations.
Certification in project management (e.g., PMP) is a plus.