Program Manager _Customer support

The Program Manager will be responsible for planning, executing, and overseeing the complete RMA cycle. This includes managing customer interactions (Army, Navy, Air Force, DRDO, DPSUs), coordinating with cross-functional teams, ensuring timely delivery, maintaining compliance with defence standards, and achieving cost, quality, and schedule targets.

Key Responsibilities

Program Planning and Execution

• Develop and manage overall program plans, schedules, and deliverables in line with contractual requirements.
• Monitor progress and ensure timely completion of Repair, testing, dispatch, and post-delivery support activities.
• Drive adherence to technical specifications, quality standards, and delivery milestones.

Customer and Stakeholder Management

• Act as the single point of contact for defence customers and user agencies.
• Manage communications, customer reviews, inspections, and acceptance testing.
• Ensure customer satisfaction by promptly addressing concerns and providing regular program updates.

Cross-Functional Coordination

• Coordinate with Engineering, Production, Quality, Supply Chain, and Service teams to ensure that the tasks are done in a time-bound manner.
• Resolve interdepartmental issues affecting cost, schedule, or technical performance.
• Facilitate internal reviews and status meetings.

Financial and Resource Management

• Prepare program budgets, cost estimates, and financial forecasts.
• Track expenditure, managing invoices, and ensuring profitability targets are achieved.
• Optimize manpower and material utilization across projects.
• Monitor revenue generated from RMA tasks

Risk and Issue Management

• Identify potential program risks and implement mitigation strategies.
• Monitor and resolve issues related to repair delays, material shortages, or field complaints.
• Drive timely closure of RMAs, warranty claims, and customer-reported issues.

Reporting and Documentation

• Maintain updated documentation of all program correspondence and reports.
• Prepare and submit periodic status reports to management and customers.
• Ensure accurate data for program reviews and audits.

Post-Delivery Support

• Oversee warranty and AMC services, field repairs, and technical support.
• Ensure timely resolution of field issues and availability of spares.
• Coordinate with customers for training, installation, and feedback.

Leadership and Team Development

• Lead program teams with a focus on accountability, collaboration, and performance.
• Mentor and guide junior engineers and coordinators.
• Promote continuous improvement in program execution processes.

Qualifications and Experience

• Education: B.E./B.Tech in Electronics, Electrical, Mechanical, or related discipline. MBA preferred.

• Experience: 5–8 years of experience in Program/Project Management within the defence, aerospace, or electronics manufacturing industry.

• Technical Knowledge: Understanding of defence standards, quality systems, and product lifecycle management.

• Certifications (desirable): PMP / PRINCE2 certifications.

Key Skills

• Strong leadership and communication skills.

• Excellent customer relationship management.

• Proficiency in MS Project / Primavera or similar scheduling tools.

• Analytical thinking and problem-solving ability.

Behavioral Competencies

• Accountability and ownership mindset.

• Attention to detail and process orientation.

• Ability to work under pressure and manage multiple priorities.

• Collaborative and proactive approach.