Program Manager

Job ID



Responsible for managing client’s technical repair information sales and delivery e-commerce web portal and assisting with approved dealer equipment program. Provide customer support for corporate and escalated issues from end user customers. This position is the main interface for our OEM customer for all issues related to the program.  



Duties and Responsibilities

  • Primary client contact for all needs associated with OEM equipment program.
  • Communicate effectively with customer service group and/or customer to ensure customer inquiries are being resolved in a reasonable time period.
  • Manage and address escalated customer issues and resolve with client, fulfillment house, web development team, or as deemed appropriate according to the situation.
  • Assist with product pricing, product timing, and supplier selection as necessary.
  • Onboard new vendors and suppliers into the program.
  • Be the liaison with the web development team and ensure enhancements and fixes are thorough and completed timely.
  • Provide an accounting of program transactions to client and management on a monthly basis.
  • Maintain OEM Approved Dealer Equipment database.
  • Manage and ensure client timelines are met.
  • Farm accounts for additional revenue opportunities throughout project.
  • Keep the project organized/documented in such a manner that the project flows smoothly and, if necessary, can be handed over to another Program Manager or Coordinator. Achieve this by keeping both electronic and necessary hard copy documentation of selected client communications, fax confirmations and e-mails.
  • Maintain a professional and comfortable relationship with the customer to ensure the highest level of project achievement.
  • Other miscellaneous duties as assigned.


Job Qualifications

  • Bachelor’s degree in Business or related field.
  • One to three years related work experience in account management, program management and project management.
  • Previous OEM service experience or dealership service operation experience and/or knowledge of the vehicle service equipment industry is required.
  • Working knowledge of Microsoft Windows, Word, Excel, Access, and Microsoft Project (or similar project tracking applications).
  • Solid written and oral 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.

Travel Requirements

Approximately 5% - 10% Travel required – Mostly related to trade shows and conferences.




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