Strategic ILS & Customer Support Program Manager

Optics11

Noord-Holland

On-site

EUR 90,000 - 120,000

Full time

5 days ago

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Job summary

Optics11 is seeking a Program Manager to establish and develop Integrated Logistics Support (ILS) and Customer Support within the PMO. You will create processes, tools and capabilities to support products throughout their life cycle, from delivery and commissioning to maintenance and end-of-life.

The role blends program leadership with hands-on execution, expanding into a dedicated support organization as demand grows, coordinating with Engineering, Supply Chain and Finance, and interfacing with

Qualifications

A degree in engineering, a technical discipline or equivalent practical experience.
Substantial experience managing technical programs, ILS, product support or service operations for complex hardware and software systems.
Evidence of establishing or significantly improving a support function, including processes, tools, responsibilities and performance reporting.
Practical knowledge of maintenance planning, spares, technical publications, training, configuration management and lifecycle support costs.
Experience translating customer and contractual requirements into executable plans, budgets and service commitments.
Strong coordination and stakeholder management skills across Engineering, Operations, Supply Chain, Quality, Sales and Finance.
Clear professional English and the ability to communicate effectively with customers, technical specialists and management. Willingness to travel to customer and partner sites as required.

Responsibilities

Build the function: Assess current support activities, installed systems and contractual commitments. Define the service model, responsibilities, priorities and phased implementation roadmap. Manage the program budget, dependencies, risks and progress reporting.
Establish ILS: Create support plans for priority products and customer programs. Coordinate maintenance concepts, repair levels, spare parts provisioning, support equipment, technical documentation, training, and packaging, handling and storage requirements. Define lifecycle cost assumptions and obsolescence plans with Engineering and Supply Chain.
Embed supportability in development: Translate customer support requirements into product requirements and delivery acceptance criteria. Work with Engineering on reliability, availability, maintainability and failure analysis. Ensure service access, diagnostics, configuration records and support deliverables are addressed before release.
Launch Customer Support: Implement a clear contact point, case management, severity levels, escalation routes and customer communication. Define service hours and service level agreements aligned with customer needs and available capacity. Coordinate troubleshooting, field interventions, warranty cases, returns and repairs through to closure.
Prepare customers and partners: Coordinate commissioning support, operator and maintainer training, manuals and a practical knowledge base. Establish handovers from project delivery to ongoing support, including system configuration, warranty status and open issues. Clarify support responsibilities with integrators and service partners.
Develop sustainable services: Work with Sales and Finance to define and cost support packages, maintenance agreements, training and spare parts offers. Check that proposed customer commitments are deliverable and supported by resources, suppliers and budgets.
Improve products and service: Introduce service reporting and customer reviews. Use incident, repair and customer feedback data to drive corrective actions with Engineering and Quality. Maintain traceable service records and follow applicable customer requirements for information security and access.