Program Director Installed Base
Job
Life Technologies, Inc.
Location:
Foster City,
California
Job Code -
262467
Job First Active on:
Wednesday, November 25, 2009
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JOB DESCRIPTION:
Program Director Installed Base
Job Description
Position Objective
As Installed Base Program Manager for SOLiD and CE, ensure a high level of customer satisfaction for all released products. Develop processes and mechanisms that facilitate continual improvement of our products by gathering feedback from the field. Manage troubleshooting group to resolve field problems in a timely manner. Ensure that R&D is getting all relevant information about customers’ needs so that GS can develop a pipeline of products that will delight the customer.
Job Description: Install Base Program Manager for CE & SOLiD Technology & Product Development:
Working with company-wide stakeholders develops/improves processes for the following:
· Customer Feedback
· CAPA
· Defect tracking & closure (internal to R&D as well as from the customers)
Where necessary, improve current processes or as needed develop new processes. Identify gaps and plan efforts to close these gaps.
Plan short term wins so that customer feedback and satisfaction is not impacted by the lack of defined processes or tools.
Develop long term plans so that CAPA, Customer Feedback and Defect tracking and closure are processes that are second-nature to our group and information is readily available.
Supervise the effort of a small group that works to close out customer issues for all GS systems in the field. Work with SOLiD and CE Program Managers to develop launch plans that adequately address the needs of the existing Install Base.
Skills
MS in science/engineering or MBA, 10-15 years of Program Management experience. Has the ability to work across organizational boundaries – R&D, Product Management, Field Service, Quality, Operations, Finance, etc. to get the job done.
Essential Functions
Work across the organization to pull together a team that develops both a short term and long term plan with the following objectives:
* Improve customer satisfaction.
* Resolve problems in the field.
* Improve our understanding of customer needs.
Understand the current state of our processes and tools for the above and use DMAIC or other process improvement tool to improve the current process. Develop detailed plans and budgets to execute on the short term and long term plans.
Critically analyze complex data that pours in from different sources to determine customer issues and course of action. Coordinate and drive effort with help from R&D, Manufacturing, Field Service/Applications and Program Management to ensure that all stakeholders are supporting the closure of customer issues.
Work with the different parts of Life Tech organization to improve customer issue tracking and feedback process. This will involve working with groups such as Field Service, Quality, Operations and IT to determine the best approach to simplify data entry and collection.
Oversee and manage troubleshooting staff. Guide team in matrix environment.
Comply with all company safety regulations and procedures. Ensure compliance of assigned staff.
May be required to perform other related duties as required and/or assigned.
Nature and Scope
Directs and controls the activities of a small group of scientists and engineers. Uses the authority vested in this job to pull together teams of individuals to achieve project goals. Has overall responsibility for planning, budgeting, implementing and maintaining costs, methods, and employees. Accountable for developing and managing the functional budget. Participates with other senior managers to establish division strategic plans and objectives. Makes decisions that involve the consideration of complex issues and develops decision guidelines for own area. Erroneous decisions will have a serious impact on the overall success of functional, division, or company operations.
Measures of Contribution/Impact
Contribution is measured through, but not limited to, improved customer satisfaction, improved data gathering of customer issues, responsive closure of these issues and improved understanding of customer needs.
Education
MS degree in a Scientific/ Engineering or Management discipline.
Experience
Generally 8-10 years post-degree Program Management experience, preferably in a Life Sciences environment.
Key knowledge includes:
* Program Management knowledge. Ability to use PM tools to lead a team, set goals and drive to completion.
* Proven expertise in data analysis and collation of data from diverse sources.
* Sequencing technology, CE and NGS
* Product Life Cycle Management.
* Must have a good knowledge of the Product Development Process and the inner workings of a large company.
Key skills/abilities include:
* Solid technical writing skills.
* Excellent time management skills and ability to work independently required.
* Excellent organizational skills, including the ability to efficiently evaluate, prioritize and handle multiple and changing programs/projects and priorities.
* Excellent verbal and written communication skills and the ability to interpret and summarize scientific results in a clear, concise, accurate manner
Expected Life Technology behaviors:
* Expansive Thinker
* Innovation-Oriented
* Courage
* Accountable
* Results
* Teamwork and Collaboration
* Respectful of People
* Influential Communicator
* Acting with Integrity
* Positively Responds to Change
Contacts
Frequent high level of Program/Product related interaction both within the company as a Program Manager, and with outside scientific collaborators, and customers. Regularly facilitates management discussions and negotiates with executives on extremely difficult matters to influence company-wide policy.
Working Conditions
Works in an office environment. Must be able to work overtime and flexible shifts.
Foster City, California
Foster City, CA
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