Engineering Program and Client Services Manager

Engineering Program and Client Services Manager Phoenix, AZ REAL TIME CONSULTING (An RTCo Company)—POSITION DESCRIPTION JOB TITLE: Engineering Program and Client Services Manager REPORTS TO: Chief Operating Officer (COO) POSITION RESPONSIBILITIES: Responsible for the management of all phases of Engineering program activity, including organization, planning, direction, reporting, customer relations and satisfaction, program execution, resource oversight and management. As head of the program/account team, s/he provides the overall program leadership, management, sustainability and growth. For the success of this position, 7 specific focus areas have been identified. 1. Customer Relations and Satisfaction Thoroughly assess customer needs to provide value-added solutions; represent the full spectrum of RTC capabilities and offerings Manage the account expectations while executing the program and resolving all issues to yield the highest level of customer satisfaction Balance customer needs, RTC objectives and resources to ensure objectives are aligned Work with all the internal and external customer teams to define, execute and extend the engineering programs and work orders Collaborate with current customers to identify any risks to project that we can help mitigate by assessing any additional resource needs the current project may have Provide weekly program progress status and maintain active internal team communication on changes (meetings) 2. Business Development/ Sales Introduce service and solutions options to current customers and develop new strategies to meet their needs. Expand current customer relations and revenue opportunities through organic growth activities Work with all the internal and external customer teams to define, execute and extend the engineering programs and work orders 3. Program Staff Management Identify staff member qualification criteria per program skill requirements Collaborate with Recruiter(s) to identify ideal staff fit, and with HR to on and off board staff members Prescreen / Interview and select candidates according to customer requirements and budget Identify the program staff structure to ensure maximum performance Identify supporting functional staff needs Set role and performance expectations and provide continual performance feedback Provide overall leadership and direction to the program team to include coaching team members, resolving conflict, reviewing performance, and initiating corrective actions as needed Assure the engineering teams comply with standard company policies and procedures; educate, inform and enforce when needed Review engineering program team member’s status reports across projects and address issues as appropriate with close attention to customer needs and deadlines Regularly evaluate current workflow processes; assist and assure the teamswork as efficiently as possible Manage team capacities to help the team manage their bandwidth 4. Program Execution Establish and clearly communicate overall program objectives and long-term vision and strategy with internal and external clients Meet multiple customer and company requirements while balancing the multiple roles of differing priorities. Execute timely and clearly communicate decisions and recommendations Ensure program-wide focus on reliability, cost, schedule and adequacy of systems, procedures and people for short term goals and long-term success Address business challenges and identify continual improvement Drive data-based decision-making throughout the program Facilitate and make adequate priority decisions between project quality, costs, resources, scope and schedule. Assessprogram risks and develop strategies for dealing with potential and identified risks Assess process flows on a continuous basis and make adequate recommendations for process improvements internally and with the customers 5. Technical Performance and Schedule Management Drive technical excellence by setting program standards and expectations, balancing risk and delivering performance across all identified program metrics When programs require, ensure all quality requirements for the customer and regulatory agencies are met Manage all program and customer changes and issues Oversee the development of the program plans and critical milestones Meet program plans and schedules by identifying and assessing risks and initiating necessary corrective actions 6. Contract Structure and Pricing Recommend pricing based on the relevant market, as well as RTC’s business strategy, program objectives and related costs Lead and manage contract proposals and negotiations to develop win – win solutions Direct proposal preparation to ensure alignment with customer and RTC business strategy, compliance with all requirements, timely response to customer needs and a structure for program performance 7. Financial Performance Create and manage program to financial pro-forma expectations Control costs and related timing to maximize program results (client needs and profit) Identify/communicate risks and implement appropriate risk mitigation actions Manage program budgets to conform to policy, and work with the CFO to develop processes for requesting spending Performance Measurement: Proposal turn time and close trend Organic growth targeted metrics Program-committed Revenue and Gross Margin Customer Satisfaction survey results Engineer engagement and sustainability On Time Delivery of all customer program milestones Position Qualifications and Preferences: Bachelor’s degree in Engineering, Computer Science, Business or other technical area Aerospace Industry experience Highly Preferred Avionics Industry experience Highly Preferred Knowledge and experience with ARP4754 and DO178 10 Years relevant Management experience in a Program Management capacity overseeing inhouse or client projects with 5 or more team members (individual contributors and/or managers) 10 Years of employee management experience of multidisciplinary engineers 10 YearsExperience in Full cycle Client Program fulfillment to include Opportunity identification/farming (sales); Order generation; Order fulfillment; Order execution PMP certification a plus MBA a plus Sharp and professional appearance, demeanor and communication with clients Self-directed, organized, detail oriented History of strong leadership, deep practical engineering knowledge and a track record for timely project delivery, project management, cost control and customer satisfaction Must be able to work effectively in a team environment and will collaborate closely with the RTCo staff Knowledge and creativity to the position as well as have the discipline to drive results and follow established processes Motivate when needed and hold staff members accountable Dynamic thinker, identify risks, and create & implement solutions Comfortable to be on the phone and be in the presence of Clients, referrals, and industry network connections Be open to suggestions and self-improvement; desire to constantly develop skills Perseverance with assigned tasks and projects, stay focused with strong discipline Must be able to synthesize and present data to client and management team – providing recommendations and alternate solutions ABOUT REAL TIME CONSULTING Real Time Consulting (RTC), a Real Time Companies business, is an engineering consulting firm serving the aerospace, aviation, defense, and advanced technology industries since 1997. We provide experienced engineering consultants who help clients design, develop, integrate, test, certify, and sustain complex, mission-critical systems. Our engineers average more than 15 years of industry experience and are known for delivering innovative, reliable, and high-quality engineering solutions. We have built lasting client relationships through technical excellence, integrity, responsiveness, and a commitment to delivering results. WHY JOIN RTC? RTC is a small, highly collaborative company where every employee makes a meaningful impact. We value accountability, teamwork, initiative, and continuous learning, and we trust our employees to take ownership of their work while supporting one another's success. If you're a motivated professional who enjoys solving challenging problems, producing high-quality work, and contributing in a fast-paced, entrepreneurial environment, you'll find opportunities to grow your career at RTC. BENEFITS - Competitive compensation Paid Time Off (PTO) and Paid Holidays Medical, Dental & Vision Insurance Employer-paid Life Insurance 401(k) Retirement Plan Flexible work arrangements, where business needs permit Professional yet casual work environment Opportunities for professional growth Benefits are subject to eligibility and company policy. WHY YOU’LL BE SUCCESSFUL - Integrity, accountability, and professionalism Strong communication and collaboration skills Initiative, sound judgment, and adaptability Excellent organization and attention to detail A commitment to quality and continuous improvement A customer-focused mindset with a passion for helping others succeed To qualify for all positions with Real Time Companies, applicants must be legally authorized to work in the United States and should not require now, or in the future, sponsorship for employment visa status. Please be aware that Real Time Companies does not sponsor employment-based visas. Additionally, certain positions with Real Time Companies that involve work with government entities may have more restrictive employment status requirements, such as U.S. citizenship, based on security clearance requirements or other governmental requirements. An Equal Opportunity Employer M/F/D/V #J-18808-Ljbffr Real Time Consulting, LLC