Senior Customer Program Manager – NPI & OTD

UCT; Seberang Perai; Hybrid; MYR 120,000 - 180,000; Full time

Job summary

Ultra Clean Technology in Malaysia seeks a Customer Program Manager to drive end-to-end order management across production, NPI, and RMA orders, while handling commercial activities like quotes, receivables, and claims. The role progresses from administering procedures to leading a cross-functional team in a fast-growing semiconductor environment.

The candidate will own delivery schedules, optimize OTD metrics, negotiate pricing, and coordinate with internal teams to ensure timely shipments and

Responsibilities

• 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: Obtains missing order information from Customers
• Assists CPM 2/3/4 with order date management research
• Ensure on time shipments & reconcile with Customer weekly
• OTD to site commit date >= 98%
• OTD to Customer need date >= 85%
• Escalate material/labor shortages to meet site commit dates
• May attend production meetings
• Commercial: Obtains missing quote information (drawings, specs., other) from Customers
• 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
• 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”
• Negotiate 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: 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
• Negotiate pricing changes as required by business process
• Escalate to Supervisor any Customer blocks to accepting pricing change
• 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
• 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 (a bias will exist to automate everything Account Operations)
• 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 Leader, responsible for all Customer or Product Line demand/commercial objectives. Details are:
• Single point of accountability for the performance of the demand and commercial activities for all existing business at the site for that Customer/product line
• 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
• The CFT Lead will be responsible for both production and NPI orders
• Accountable for the following:
• All customer service level Agreements
• Quality, Delivery, Cost
• Provide a weekly 12 Month rolling PO/Forecast orders to ensure forecast will be met
• 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 (on inside lead-time orders; pull-ins; drop-ins…..)
• 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
• Use the 12 month rolling forecast to provide Capacity / capability planning to ensure on-time delivery goals are met

Job description

Ultra Clean Technology in Malaysia seeks a Customer Program Manager to drive end-to-end order management across production, NPI, and RMA orders, while handling commercial activities like quotes, receivables, and claims. The role progresses from administering procedures to leading a cross-functional team in a fast-growing semiconductor environment.

The candidate will own delivery schedules, optimize OTD metrics, negotiate pricing, and coordinate with internal teams to ensure timely shipments and