Service Program Manager - Manufacturing

  • Durham, NC
  • Posted 15 days ago | Updated 10 days ago

Overview

On Site
Depends on Experience
Full Time

Skills

manufacturing
Manufacture
Supply Chain
KPI
PMP
SOP
APICS
Electronics Manufacturing
Project Management
Supply Chain Management

Job Details

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 manufacturing RMA processes, warranty claims, and service level agreements (SLAs).

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

Qualifications:

  • Bachelor's degree in Business, Engineering, Supply Chain, or related field
  • 3+ 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

Why Foxconn?
After several years of development, Foxconn has become a leading enterprise in the global digital economy. It ranks second in the world in the electronic manufacturing service industry, and continues to contribute to the high-quality development of the digital economy.

  • World's 2nd largest electronic manufacturing service industry
  • 30+ Fully automatic smart factories
  • 190,000+ Global Employees
  • Fortune Global 500 - Ranked 22nd
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

About Foxconn