Job Information
Avnet Service Program Manager in Madison, Wisconsin
Who We Are:
At Avnet, relationships matter. We are a global, FORTUNE ® 500 technology distributor and solutions company that delivers design, supply chain and logistics expertise to customers at every stage of a product’s lifecycle. Our employees have a front row seat to the latest innovations shaping the world we live in and the future we share. We’re driven to help our customers around the world succeed and we do so by earning the trust of some of the biggest names in technology.
Working at Avnet means being a part of a global team. We work collaboratively and with integrity, doing business the right way. For more than a century, we have partnered together to help our customers, suppliers and teammates realize the transformative possibilities of technology. Experience what’s next at Avnet!
Job Summary:
Responsible for the planning, implementation, and logistics operation for managing multiple service programs. Develops and maintains the business relationship by providing solutions for the company, customer, and supplier(s) in a product line, to achieve the identified strategy and business financial objectives. Planning and managing the migration of services to meet deliverables, customer service and revenue goals. Avnet is looking for a problem solver who knows the intricacies of executing a service logistics operation and has experience with service parts planning.
The right candidate must be a go getter with an entrepreneurial mindset who doesn’t mind rolling up their sleeves and continuing to improve the customer experience. At Avnet Integrated, our focus is not only world class design, configuration, and build of technology solutions but also the long-term maintenance and support of physical hardware throughout its lifecycle.
Principal Responsibilities:
Manages a cross section of the largest and/or most strategic service programs with the highest degree of complexity and variability.
Creates and manages comprehensive project plans to onboard new customer service programs in assigned accounts/territories/regions.
Responsible for onboarding and sustaining service programs/projects to meet service level expectations, go-live dates, customer service and revenue goals.
Service order processing and management through SAP ECC and third-party service vendors.
Coordinate with internal departments such as sales, warehouse, and transportation to ensure timely order fulfillment.
Coordinate service windows with end user customers and local technical resources.
Dispatch service parts from a global network of forward stocking locations to meet service window requirements.
Monitor Break/Fix progress on site with technical resources to ensure resolution and SLA attainment.
Communicate with customers providing order status, tracking, invoicing, stock shortages and discrepancies.
Spare parts planning and management using customer forecasts and trends through third-party service planning tool.
Warranty entitlement management and tracking.
Gather, document, and communicate any updates in managing program such as pricing, EOL/replacement material, and process changes.
Develops strategic relationships with customers, suppliers, and peers to identify and leverage business goals while enhancing the company's profit margins.
Provides value added solution services for the company and its defined supplier(s) growth plans and business.
Ensures customer adherence to contractual agreement including identifying options available to enable additional Return on Investment (ROI).
Primary subject matter expert and point of contact to achieve identified deliverables for sustaining programs.
Other duties as assigned.
Job Level Specifications:
Thorough knowledge of principles, theories and concepts in area of discipline. Competent in all job functions and has general understanding of the industry practices, techniques and standards.
Develops solutions for a variety of situations and works on projects requiring evaluation and analysis. May refer to policies, practices and precedents for guidance; determines best course of action to achieve results.
Work is performed independently and requires the exercise of judgment and discretion. May receive some limited guidance for new assignments. Work may be reviewed for overall adequacy.
Collaborates with management and team members within the department/function and other areas of the organization. May represent department internally or externally.
Actions may impact the success of the overall department and/or the organization. Failure to accomplish work or erroneous decisions may result in delays to projects, loss of revenue or allocation of additional resources to remedy.
Work Experience:
- Typically 3+ years with bachelor's or equivalent.
Education and Certification(s):
- Bachelor’s degree or equivalent experience from which comparable knowledge and job skills can be obtained.
Distinguishing Characteristics:
- PMP Certification
Knowledge, Skills, & Abilities:
Customer service / Order management experience
+1 years Smartsheet experience
SAP ECC / CRM experience
Service Supply Chain and Demand/Supply Planning experience.
Technical resource dispatch experience
Results orientated using data analytics and good judgment.
Strong communication written & verbal skills across global boundaries.
Creative and resourceful when dealing with both internal and external stakeholders.
#LI-REMOTE
What We Offer:
Our employees work hard to live our values and help us grow. Our total rewards strategy supports Avnet’s ability to attract, engage, develop, and reward our employees, while promoting a diverse and inclusive environment. We offer competitive compensation and benefit programs — from time away and flexible working arrangements to programs supporting employee well-being and opportunities to give back to your community.
Generous Paid Time Off
401K and Pension Plan
Paid Holidays
Family Support (Paid Leave, Surrogacy, Adoption)
Medical, Dental, Vision, and Life Insurance
Long-term and Short-term Disability Insurance
Health Savings Account / Flexible Spending Account
Education Assistance
Employee Development Resources
Employee Wellness, Leadership Development and Mentorship Programs
Benefits listed above may vary depending on the nature of your employment with Avnet.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills.
Avnet is an Equal Opportunity Employer committed to providing equal opportunities to all employees and applicants for employment without regard to race, color, religion, ancestry, national origin, sex (including pregnancy), age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other characteristic protected by law. This policy of non-discrimination also applies to religious dress and grooming practices. Avnet will accommodate employee religious dress standards and grooming practices that do not result in undue hardship for the Company. If you are interested in applying for employment with Avnet and need special assistance or an accommodation to apply for a posted position contact our Human Resources Service Center at (888) 994-7669.