The Engineering Customer Response Team (ECRT) for Mobile Computing leads the post-release Mechanical, Electrical, and Software engineering efforts required to sustain the product lifecycle. ECRT is responsible for identifying and resolving engineering defects that are the root cause of critical customer issues. ECRT is also responsible for product redesign in component end-of-life situations.
The Engineering Customer Response Team (ECRT) for Mobile Computing is looking for an experienced Program Manager (emphasis on Hardware) with a proven track record in managing the resolution of customers’ complex network, software, electrical and mechanical engineering defects. The Program Manager has a broad set of responsibilities and leads a cross functional team from sales, system engineers, Tier II technical support, design engineers (Software, Electrical and Mechanical), and others to resolve customer’s problems on a real time basis. The desired candidate will need to be detail oriented and yet be able to react in an urgent manner as demanded by customers. He or she will need to assess the scope of the reported problems, assemble the team, create a resolution plan and then focus on resolving problems which can have multiple root causes. The program manager needs to handle multiple conflicting requirements, set proper expectations and resolve the problems to customer satisfaction and ensure product changes are carried through to the manufacturing and service organizations. The candidate needs to have excellent oral and written communication skills. He or she is expected to demonstrate collaborative team building skills, resolve conflicts in a productive manner, build consensus and be decisive.