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UCT is looking for a talented Customer Program Manager III to join us in Malaysia !
The Customer Program Manager is responsible for effective execution of all order management. Orders included with the scope are production, NPI (new product introduction), and RMA (return material authorization, such as failure analysis, repair, refurbish, and re‑configuration) orders. In addition to order management responsibilities, the Customer Program Manager is responsible for commercial responsibilities related to the products / commodity that they manager. Commercial activities include the timely completion of quotes, accounts receivables, claims, and credit memos.
Duties and Responsibilities
Level 1 : Administrative
Follows documented order management and commercial procedures
Communications :Occasional phone calls / emails with customer to provide order and commercial status
Internal escalations to Supervisor upon recognition of mis‑alignment of order / commercial datesMaintain Customer Dashboards, scorecards, & UCT ERP system – weekly updatesOrder Management :OTD to site commit date >
= 98%
OTD to Customer need date >= 85%
Obtains missing order information from CustomersAssists CPM 2 / 3 / 4 with order date management researchEnsure on time shipments & reconcile with Customer weeklyEscalate material / labor shortages to meet site commit datesMay attend production meetingsCommercial :Obtains missing quote information (drawings, specs., other) from Customers
Assists CPM 2 / 3 / 4 quote pricing researchMonitors request for quotes and responses within 14 calendar goalPrepares quotes for CPM Peer review or global review and approvalMay submit monetary Customer claims for fees per CPM 2 / 3 / 4 authorizationLevel 2 : All Level 1, +2‑years of experience, plus
General :Follows documented order management and commercial procedures
Communications :Redlines GPA (Global Purchasing Agreement) and ISA (Inventory Stocking Agreement) for renegotiation by UCT Account Executives
Order Management :Owns all order management deliverables to meet OTD to commit & need by date goals
Resolves production scheduling & shipping blocks in the ERP or escalationsEscalate material / capacity planning information internally to align site commit to Customer need datesEnsures sales order Customer need date changes are managed to protect within the “frozen window”Negotiate with Customer drop‑ins and pull‑in orders and the impact to the existing orders in the UCT production scheduleManages & publishes a daily production schedule report that clearly shows historical Customer need dates, UCT site commit dates, and alignment between the 2Commercial :Escalate to Supervisor any Customer blocks to accepting pricing change
Owns all effective communications and closures to the commercial responsibilities listed on CPM 1Prepares quotes for review and approval and submits to customersResolves invoicing problems with the Customer & UCT FinanceNegotiate pricing changes as required by business processMay be asked to produce revenue forecast for a product line and / or siteInventory Management :Manages and reports consignment / PACE programs OTD & inventory levels (Actual vs. Optimized) – weekly
Manages and reports Customer owned inventory usage quarterly and actual inventory parts and quantitiesLevel 3 : All Level 2, +3 years of experience, (CFT Leader) plus
May be a people manager and have direct reportsMay be a global process center of excellence owner to drive effective use of the identified documented process ownerReviews and analyzes processes / programs for opportunities to improve effectiveness and / or efficiencies (a bias will exist to automate everything Account Operations)
Owns product line / site revenue forecasts relative to hard POs and 26 week forecastDrives to have a hard PO for every forecasted order
Has a copy of every applicable Customer contractual agreementAligns and redlines UCT procedures / process documentation to comply with agreed upon Customer requirements
Partners with Account Executives to redline Customer contractual agreements to reflect UCT interestsIs a CFT (Cross Functional Team) Leader, responsible for all Customer or Product Line demand / commercial objectives.All customer service level Agreements
Quality, Delivery, CostProvide a weekly 12 Month rolling PO / Forecast orders to ensure forecast will be metCustomer / product line Profit & Loss statementComparing quote vs. actual PO price to ensure revenue targets will be metGross Margin >18% at a minimum (overall GM% - some product lines at 45%+)
Collecting on Customer claims per schedule committed to at 4BInclusive of stranded materials on revision changes
Identifying expedite fees (on inside lead‑time orders; pull‑ins; drop‑ins…)Coordinating & facilitating Customer business / performance reviewsQuarterly reviews
Customer meetings – internal & external pre‑alignmentAll customer key process indicatorsRegular cadence of internal reviews to govern performance
Order management to achieve OTD of 98+% to UCT commit & 85+% to Customer need by dateSetting of the priorities for the factory – based on Customer order prioritiesBlocking inside lead‑time orders, pull‑ins, drop‑ins, align with planning / site GM – negotiate re‑slotting with Customer & feesReturn Material Authorization management – follows the same rules as “order management”Use the 12 month rolling forecast to provide Capacity / capability planning to ensure on‑time delivery goals are metSingle point of accountability for the performance of the demand and commercial activities for all existing business at the site for that Customer / product lineLead a cross‑functional team with Order Management, Planning, Purchasing, Engineering, Quality, Operations functions – establish a regular cadence for the team to align on activities needed to meet or exceed goals and objectivesThe CFT Lead will be responsible for both production and NPI ordersAccountable for the following :Lead a cross‑functional team with Order Management, Planning, Purchasing, Engineering, Quality, Operations functions – establish a regular cadence for the team to align on activities needed to meet or exceed goals and objectives
Knowledge, Skills and Abilities
Must be organized and data / fact driven. Present business cases using data.Exceptional analytical skills as the CPM moves from CPM 1 to CPM 4 levelsAbility to take a business result. Know if it meets goal or not. Develop the root cause and corrective action plans to drive an action plan to close the gaps and meet / exceed the goalsAttention to detail and exceptional organization and follow up skills.Good communication skills and ability to interact with internal and external customers.Strong influence-management, negotiation, leadership and assertiveness skills.Strong computer skills (MS Office suite, particularly Excel and MS Project) and database (SAP or related ERP at the site) experience.Educational / Certification Requirement
Bachelor’s Degree or equivalent in technical, business, or financial discipline.Experience Requirement
Work Experience
5+ years’ experience in a semiconductor or similar industry Level 3-4.Management Experience
Senior positions must have at least 5 years’ experience in positions of increasing responsibilityPeople management skills & experience desired for CPM 3 and 4 levelsPhysical Demands and Working Conditions
Work Environment
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Work is performed primarily in office environment.Physical Demands
Ability to kneel, reach, walk, push, pull and grasp.Ability to lift up to 25 lbs.Ability to move arms, hands and fingers.Ability to sit for sustained periods of time.Required to wear personal protective equipment.Ability to talk on phone and use computer for extended periods of time may be required.Environmental Exposure
Required to wear personal protective equipment where applicable.Subject to frequent interruptions.Ability to talk on phone and use computer for extended periods of time may be required.May involve exposure to moderate noise levels from printers, faxes, computers etc.Overnight Travel
Level 2 and above work may require out of town travel, depending upon assignment, training and meetings (10%).At Ultra Clean Technology, we do not just welcome diversity - we celebrate it! Ultra Clean Technology is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity and expression, marital status, and any other characteristic protected under laws and regulations.
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