Service Program Manager (NC Site)

Service Program Manager

Employment Type: Full-time
FLSA Classification: Exempt

Overview
We are looking for a customer-focused Service Program Manager to join our Service & Repair Operations team. In this role, you will manage client accounts tied to product repair services — ensuring seamless communication, efficient service coordination, and strong customer satisfaction. You’ll act as the key contact for clients and work closely with our internal repair, logistics, and quality teams to manage RMA processes, warranty claims, and service level agreements (SLAs). You will coordinate between FoxConn Tianjin, Mexico and Durham service centers to ensure all aspects of each after-sales business project are flawlessly executed.

Duties and Responsibilities

• Serve as the main point of contact for assigned service accounts
• Coordinate product repair activities including RMA initiation, repair tracking, and returns
• Ensure SLA commitments, turnaround times, and quality expectations are met
• Manage escalations and ensure timely resolution of client concerns
• Collaborate cross-functionally with repair centers, logistics, quality, and engineering
• Provide regular service reports and host business reviews with clients
• Maintain accurate account documentation, contracts, and communication history
• Gather and relay client feedback for continuous service improvement
• Generate reports on material status and workflow KPIs

Corporate Initiatives

• Participates in cross-group or corporate initiatives that aim at improving corporate competitiveness, service quality and cost savings.
• Supports knowledge management of corporate initiatives and best practices and works in conjunction with project management to facilitate training on best practice initiatives.

Business Analysis

• Manage the relationship with the clients and in charge of client weekly/monthly/quarterly review meetings.
• Monitor the clients’ response, report and escalate to management as needed.
• Conducts analysis of business data as indicated by Manager.
• Develop new service business opportunities and come out global service process for potential client. Come out service quotation for review and negotiation with client.
• Create business presentation slides, spreadsheets, diagrams and service roadmaps to document as needs.

• APICS Certification is desirable.
• PMP Certification is preferred.
• SAP and ERP is preferred.
• Proficient understanding of and SOP
• Experience in managing and handling of electronic tools, equipment and fixtures.
• Proficiency with Microsoft Office applications required. Microsoft Project and Enterprise Resource Planning (ERP) experience preferred. Proficient in software and hardware systems.
• Must have ability to remain flexible in a dynamic work environment.
• Organizational skills for planning, multitasking, and time managing.
• Excellent written and verbal communication. Strong intrapersonal skills.
• Advanced analytical and problem-solving skills.
• Attention to detail.

• Bachelor's degree in business, Engineering, Supply Chain, or related field
• Three plus years of experience in account management, service delivery, or product repair operations
• Strong understanding of RMA, warranty, and service workflows
• Excellent communication, problem-solving, and relationship-building skills
• Proficiency in data analysis and reporting tools (e.g., Excel, Power BI, SQL).
• Experience working with electronics, consumer hardware, or OEM repair services is a plus