The Program Manager, OEM (Original Equipment Manufacturer) Programs serves as the primary client contact for all aspects of OEM-based Approved Equipment Programs. This role is responsible for managing equipment sourcing, validation, and approval processes on behalf of our OEM partners. The position also provides project support to the Facility Team for new dealership builds and renovations and manages customer support for corporate and dealer escalation issues.

Program Management and Client Relations

• Serve as the primary point of contact for all OEM equipment program needs.
• Act as the subject matter expert for all existing and new approved equipment items.
• Develop, maintain, and support OEM Approved Equipment Programs to ensure alignment with OEM standards and business goals.
• Identify and present innovative equipment solutions that enhance dealership productivity and end-customer value.
• Maintain and update approved equipment lists across databases and web platforms.
• Resolve or escalate program-related issues in a timely and professional manner.

Service Facility Standards and Compliance

• Serve as a subject matter expert for service garage design, layout, and equipment integration.
• Collaborate with OEM partners to develop and maintain service garage requirements.
• Support enforcement of established facility and service standards across dealerships.

Facility Project Support

• Partner with OEM and dealership teams during new facility builds and remodel projects.
• Lead early-stage consultations to identify dealership requirements and approved equipment options.
• Coordinate project hand-offs to the Facility Action Team for implementation.
• Monitor and report on project progress to ensure alignment with OEM standards and timelines.

Stakeholder Engagement

• Build and maintain strong relationships with key stakeholders, including:
• OEM Service and Retail Development Groups
• OEM Regional Managers
• SBS (Snap-on Business Solutions) Facility Action and Operations Teams
• Equipment suppliers and other strategic partners

Customer Support and Program Operations

• Collaborate with customer service teams to ensure timely resolution of customer inquiries.
• Manage and resolve escalated customer issues effectively.
• Maintain accurate and up-to-date databases for essential service tools and approved dealer equipment.
• Provide monthly reporting of program transactions to clients and internal management.
• Identify and pursue business development opportunities that drive account growth.
• Ensure program continuity and smooth project transitions within the team.
• Maintain professional and responsive communication with customers to deliver best-in-class service.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree in business, engineering or a related field
• Previous OEM service experience or dealership service operation experience and/or knowledge of the service equipment industry is required
• 5+ years related work experience in account management, program management and project management
• Working knowledge of Microsoft Windows, Word, Excel, PowerPoint and Project (or similar application); ability to utilize the higher functions of Excel such as pivot tables and macros
• Exceptional written and verbal communication skills
• Ability to present to senior management of Snap-on and customer; communicate with suppliers and different levels within the corporate customer
• Ability to organize complex projects and work within a deadline driven environment
• High energy level, capability in partnering with customers, results oriented, and ability to handle unstructured or unexpected situations
• Ability to lead in a “matrix” environment and handle multiple concurrent assignments; demonstrated ability to be proactive and lead cross-functional teams
• Willingness to travel 5-10% for trade shows, conferences, and dealership visits