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Senior Hardware Services Program Manager

The National Instruments Global Services Team has an immediate opening for a Hardware Services Program Manager. The successful candidate for this position will work with a wide and diverse set of people and resources to manage project schedules and deliverables for implementation of service offerings and buildout of new service capabilities.

In support of these efforts, you will work closely with the following NI personnel: 

  • Global Services Product Marketing and Product Management Teams

  • Hardware Services Operations Team

  • Services managers and Sales Branches throughout Americas, Asia, and Europe

  • NI Manufacturing in Hungary, China, and Malaysia

  • NI Global Sales Operations Teams

  • NI Sales account managers 

Core Job Responsibilities:

Project Management 

  • Define schedule, resource needs, and scope management

  • Coordinate with sales, corporate on customer project execution

  • Project database management to support backend project tracking and record system

  • Ensure deliverables are met according to schedule

  • Identify and perform risk assessment

  • Prioritize business and project requirements

  • Define Custom Processes to Meet Specific Customer Needs

Customer Management 

  • Work directly with customer to set expectations and SLAs for service delivery

  • Manage escalations

  • Attend or lead customer on-site events and service reviews 

Process Development and Training 

  • Define and document operational processes

  • Plan and facilitate end user training

  • Provide internal process and system support for Global Sales Operations Teams 


  • Work with business owners to communicate delivery schedules, project plans, etc

  • Communicate project updates to internal stakeholders and external customers

  • Drive alignment with training programs across Global Sales Operations  

Behavioral Traits for Success

  • Ability to work independently and collaborate with minimal direction

  • Strong interpersonal skills to interact with team members and external customers

  • Solution driven - strong analytical skills to identify, analyze and solve problems

  • Strong personal organizational and project planning skills

  • Ability to prioritize, multitask and quickly switch context

  • Possess strong work ethic and drive to succeed

Basic Requirements

  • Bachelor’s degree in Engineering, Business Management, Information Systems; or equivalent experience

  • Minimum 5 years' experience in customer service, business analysis and/or project management

  • Strong English skills is a must (ability to communicate clearly both orally and in writing in various circumstances, including customer-facing meetings)

  • Experience with cross functional and global teams

  • Willing and able to travel up to 35%

Preferred Requirements

  • Experience managing maintenance or services program in automotive or semiconductor industry

  • Proven success in meeting aggressive deadlines and ability to handle high stress situations

  • Demonstrated success in leading cross-functional teams or managing complex global projects

  • Understanding of high-tech service industry

Senior Hardware Services Program Manager

Full time
2 years

Published on 2020-02-27