Customer Program Manager III

QUANTUM GLOBAL TECHNOLOGIES, LLC; Batu Kawan; On-site; MYR 78,000 - 98,000; Full time

Job summary

A leading technology firm in Malaysia is seeking a Customer Program Manager to optimize order management processes. The successful candidate will have over 5 years of experience in the semiconductor industry, showcasing strong organizational and analytical skills. This role includes managing customer communications, overseeing production schedules, and leading a cross-functional team to ensure on-time delivery and customer satisfaction. Excellent negotiation and leadership abilities are essential for driving success in this fast-paced environment.

Qualifications

• 5+ years of experience in semiconductor or similar industry.
• Exceptional analytical skills as the CPM advances.
• Attention to detail and strong organizational skills.

Responsibilities

• Manage order execution including production and NPI activities.
• Ensure timely completion of quotes and manage customer communications.
• Lead cross-functional teams to meet customer order priorities.

Skills

Organized and data-driven

Analytical skills

Communication skills

Negotiation skills

Leadership and influence-management

Strong computer skills (Excel, MS Project)

Education

Bachelor’s Degree or equivalent

Tools

SAP or related ERP

Job description

Join UCT and be part of the fastest-growing sector in the world! We indirectly touch every semiconductor chip that goes into every smartphone, smart car and device that uses artificial intelligence. This is a critical time for the semiconductor industry and for UCT – as technology evolves, we evolve with it. UCT is a diverse workplace where every talented employee is committed to continuous innovation, challenging the status quo and exceeding customer expectations. If you are a person with a relentless drive to succeed, a strong focus on quality with a passion for success – join us today!

Role Summary

The Customer Program Manager is responsible for effective execution of all order management, including production, NPI (new product introduction) and RMA (return material authorization). In addition to order management, the role includes commercial responsibilities related to the products/commodity managed. Commercial activities include timely completion of quotes, accounts receivables, claims and credit memos.

Duties and Responsibilities

• Level 1: Administrative
  General: 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 dates; Maintain Customer Dashboards, scorecards, & UCT ERP system – weekly updates.
  Order Management: OTD to site commit date >= 98%; OTD to Customer need date >= 85%; Obtains missing order information from Customers; Assists CPM 2/3/4 with order date management research; Ensure on time shipments & reconcile with Customer weekly; Escalate material/labor shortages to meet site commit dates; May attend production meetings.
  Commercial: Obtains missing quote information (drawings, specs., other) from Customers; Assists CPM 2/3/4 quote pricing research; Monitors request for quotes and responses within 14 calendar goal; Prepares quotes for CPM Peer review or global review and approval; May submit monetary Customer claims for fees per CPM 2/3/4 authorization.
• Level 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 escalations; Escalate material/capacity planning information internally to align site commit to Customer need dates; Ensures sales order Customer need date changes are managed to protect within the “frozen window”; Negotiates with Customer drop-ins and pull-in orders and the impact to the existing orders in the UCT production schedule; Manages & publishes a daily production schedule report that clearly shows historical Customer need dates, UCT site commit dates, and alignment between the 2.
  Commercial: Escalate to Supervisor any Customer blocks to accepting pricing change; Owns all effective communications and closures to the commercial responsibilities listed on CPM 1; Prepares quotes for review and approval and submits to customers; Resolves invoicing problems with the Customer & UCT Finance; Negotiates pricing changes as required by business process; May be asked to produce revenue forecast for a product line and/or site; Inventory 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 quantities.
• Level 3: All Level 2, +3 years of experience, (CFT Leader) plus:
  May be a people manager and have direct reports.
  May be a global process center of excellence owner to drive effective use of the identified documented process owner; Reviews and analyzes processes/programs for opportunities to improve effectiveness and/or efficiencies; Owns product line/site revenue forecasts relative to hard POs and 26 week forecast; Drives to have a hard PO for every forecasted order; Has a copy of every applicable Customer contractual agreement; Aligns 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 interests; Is a CFT (Cross Functional Team) Leader, responsible for all Customer or Product Line demand/commercial objectives; All customer service level Agreements; Quality, Delivery, Cost; Provide a weekly 12 Month rolling PO/Forecast orders to ensure forecast will be met; Customer/product line Profit & Loss statement; Comparing quote vs. actual PO price to ensure revenue targets will be met; Gross Margin > 18% at a minimum (overall GM% - some product lines at 45%+); Collecting on Customer claims per schedule committed to at 4B; Inclusive of stranded materials on revision changes; Identifying expedite fees; Coordinating & facilitating Customer business/performance reviews; Quarterly reviews; Customer meetings – internal & external pre-alignment; All customer key process indicators; Regular cadence of internal reviews to govern performance; Order management to achieve OTD of 98+% to UCT commit & 85+% to Customer need by date; Setting of the priorities for the factory – based on Customer order priorities; Blocking inside lead-time orders, pull-ins, drop-ins, align with planning/site GM; Return 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 met; Single point of accountability for the performance of the demand and commercial activities for all existing business at the site; 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; Accountable for the following:

Knowledge, Skills, Experience

• 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 levels.
• Ability 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 goals.
• Attention 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.

Work Experience

• 5+ years’ experience in a semiconductor or similar industry Level 3-4.

Management Experience (for People Manager Job Only)

• Senior positions must have at least 5 years’ experience in positions of increasing responsibility.
• People management skills & experience desired for CPM 3 and 4 levels.

Education, Certifications, Requirements

• Bachelor’s Degree or equivalent in technical, business, or financial discipline for Level 2-3.
• Successful completion of a negotiation certification course desired.

Malaysia – Equal Opportunity

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, pregnancy, political affiliation, union membership, covered veteran status, protected genetic information and any other characteristic protected under laws and regulations.