Position Overview and Responsibilities

The T&M Global Services Team has an immediate opening for a Service Delivery Program Manager. The successful candidate for this position will be responsible for maintaining strong customer relationships and ensuring successful delivery of hardware services to meet the expectations of the T&M's customers. The Services Delivery Program Manager will work with a wide and diverse set of people and resources to define and manage service delivery to ensure customer success with the T&M services.

The Service Delivery Program Manager works closely with internal teams including: Services Offerings Management, Technical Support, Field Services, Customer Operations, Manufacturing Services, and Sales Account Managers throughout Americas, Asia, and Europe.

To be a successful Service Delivery Program Manager, you should demonstrate strong interpersonal, leadership, teamworking, and effective communication skills paired with customer service and solution driven mentality to collaborate with team members and external customers to identify, analyze, and solve problems in fast paced environments. Additionally, a successful Program Manager has strong alignment to the culture, values, and mission of the Test and Measurement Division in Emerson, the T&M Post Sales Services function, and the Service Delivery Management team.

In this Role, Your Responsibilities Will Be:

• Customer Management: work directly with Sales and customer to develop service proposal, set expectations and SLAs for service delivery. Identify customer needs and overseeing service delivery within the business context. Manage escalations. Assess customer feedback and use your creativity to establish, improve, and refine services. Attend or lead customer on-site events and service reviews
• Act as the single point of contact for the service agreement: develop a communication plan and ensure execution to the plan, resulting in professional and consistent communication with the customer and other stakeholders. Effectively negotiate scope and schedule changes. Accurately identify and communicate internal and external customers' needs. Organize and facilitate operations reviews that ensure key stakeholders are presented with accurate and concise information to make decisions.
• Influence others to ensure successful service delivery: frequently collaborate with other departments such as manufacturing, R&D, operations, quality and sales and lead with influence to ensure the success of service delivery and set the stage for future success of your next engagement working with these stakeholders. Develop a sense of urgency in stakeholders while also building a solid foundation for future collaboration. Work with business owners to communicate delivery schedules, project plans, etc. Communicate service program updates to internal stakeholders and external customers. Drive alignment with training programs across applicable cross-functional teams.
• Lead project analysis on resource, schedule & budget planning and risk assessment: Monitor and report out to stakeholders on service program costs, status, quality; escalate issues when necessary. Evaluates and approves changes that substantially impact the scope, budget, or schedule of a service agreement.
• Create project plans that drive successful, measurable project execution: Ensure technical feasibility, financial viability, risk assessment and schedule are well understood by stakeholders. Identify and document customer requirements. Work with project team to determine the technical and operational plan. Create a work breakdown structure to plan service program budget and routinely reassess as needed. Actively manage risks to identify changes and mitigation strategies. Clearly communicate all schedule constraints and delivery milestones. Ensure deliverables are met according to SLA.
• Drive alignment and prioritization with cross-functional teams: Lead team meetings. Manage escalations and report out to senior leadership. Drive alignment and prioritization with cross-functional teams. Attend or lead customer meetings to discuss service capabilities and develop relationships.

Who You Are: You build and deliver solutions that meet customer expectations.You make decisions and take actions without the total picture. You effectively communicate in various settings: one-on-one, small and large groups, or among diverse styles and position levels.

For this Role, You will Need:

• Ability to work independently and collaborate with minimal direction
• Strong interpersonal skills to interact with team members and external customers
• Solution driven - strong analytical skills to identify, analyze and solve problems
• Strong personal organizational and project planning skills
• Ability to prioritize, multitask and quickly switch context
• Possess strong work ethic and drive to succees
• Bachelor's degree in Engineering, Business Management, Information Systems; or equivalent experience
• Minimum 5 years' experience in customer service, business analysis, project management, and/or service delivery management
• Strong communication skill (ability to communicate clearly both orally and in writing in various circumstances, including customer-facing meetings)
• Experience leading cross-functional teams or projects
• Willing and able to travel up to 10%

Preferred Qualifications that Set You Apart:

• Experience managing maintenance or services program in semiconductor industry
• Demonstrated success in managing complex global projects; high attention to detail
• Proven success in meeting aggressive deadlines and ability to handle high stress situations
• Ability to communicate clearly both orally and in writing in various circumstances, including customer-facing meetings
• Understanding of high-tech service industry

Our Offer to You:

At Emerson, we are committed to fostering a culture where every employee is valued and respected for their unique experiences and perspectives. We believe a diverse and inclusive work environment contributes to the rich exchange of ideas and diversity of thoughts, that inspire innovation and brings the best solutions to our customers. We're emphasizing a culture of togetherness - one that builds community, prioritizes collaboration and continuous improvement.

The philosophy is fundamental to living our company's values and our responsibility to leave the world in a better place. Learn more about our Culture & Values and about Diversity, Equity, & Inclusion at Emerson.

Moreover, our global volunteer employee resource groups will empower you to connect with peers that share the same interest, promote diversity and inclusion and positively contribute to communities around us.

We understand the importance of work-life balance and are dedicated to supporting our employees' personal and professional needs. From competitive benefits plans and comprehensive medical care to equitable opportunities for growth and development we strive to create a workplace that is supportive and rewarding. Our work schedule aims at creating new levels of growth, build a stronger community and provide greater professional development for our employees.

Make this great opportunity yours!