Manager, Project Management & Serviceđź“Ť
Location: Tualatin, OR (On-Site)
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Business Unit: ZeroTouch Manufacturing - A Sandvik Company
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Employment Type: Full-Time, Permanent
About the RoleZeroTouch Manufacturing, part of Sandvik, is seeking a
Manager, Project Management & Service to join our growing team in Tualatin, Oregon.
This highly visible role combines strategic project leadership with operational service leadership. As the business owner of assigned projects, you will be responsible for ensuring successful delivery of customer orders and internal initiatives while driving customer satisfaction, operational excellence, and company profitability. You will lead projects from customer order handoff through customer acceptance and formal project closeout while serving as the primary customer interface throughout execution.
In addition, you will play a key role in developing and scaling our Service function, helping build the processes, infrastructure, and customer support capabilities needed to support our growing installed base of advanced automation and precision manufacturing solutions.
This position offers the opportunity to collaborate across Engineering, Product Management, Operations, Finance, Supply Chain, Quality, Sales, and Service while helping customers achieve success through innovative automation technologies.
What You'll Do- Lead project execution from customer order handoff through Site Acceptance Testing (SAT), customer acceptance, and formal project closeout.
- Serve as the primary customer point of contact throughout project execution and act as the Voice of the Customer within ZeroTouch.
- Develop and maintain project schedules, budgets, resource plans, forecasts, and risk mitigation strategies.
- Lead cross-functional teams across Engineering, Product Management, Operations, Supply Chain, Finance, Applications, Quality, Sales, and Service.
- Define project objectives, milestones, deliverables, critical paths, and execution plans.
- Monitor project performance against scope, schedule, and budget commitments while implementing corrective actions when needed.
- Manage project financial performance, including revenue forecasting, cost tracking, margin management, and variance analysis.
- Lead project change management activities while ensuring alignment with customer requirements and contractual commitments.
- Identify, assess, and mitigate project risks and opportunities through proactive planning and escalation.
- Coordinate activities of suppliers, subcontractors, and external integration partners.
- Communicate project status, financial performance, risks, and recovery plans to customers and executive leadership.
- Ensure successful completion of customer acceptance requirements and transition of projects to the Service organization.
- Drive continuous improvement initiatives that improve project execution, operational efficiency, and customer satisfaction.
- Lead day-to-day service planning, prioritization, and coordination of field service and customer support activities.
- Develop service processes, response procedures, documentation standards, and performance metrics to support business growth.
- Monitor service performance, customer satisfaction, response times, and issue resolution effectiveness.
- Partner with Engineering, Product Management, and Quality teams to identify recurring issues and implement corrective actions.
- Support aftermarket business opportunities including service agreements, upgrades, spare parts, and recurring customer support programs.
- Contribute to future organizational growth by helping establish scalable service staffing models and operational processes.
What We're Looking For- Proven ability to lead cross-functional teams and drive accountability without direct authority.
- Strong customer focus with the ability to build trusted relationships and effectively manage stakeholder expectations.
- Excellent organizational, planning, and problem-solving skills.
- Strong financial and business acumen with the ability to manage project budgets, forecasts, and profitability.
- Ability to balance multiple priorities in a fast-paced and dynamic environment.
- Excellent verbal, written, presentation, and interpersonal communication skills.
- Strong leadership, negotiation, and conflict-resolution capabilities.
- Proactive and solutions-oriented mindset with a focus on continuous improvement.
- Experience supporting customer service, field service, customer success, or post-installation support activities preferred.
- Willingness to travel domestically and internationally as business needs require.
Qualifications- Bachelor's degree in Engineering, Business, Project Management, or a related technical discipline.
- PMP Certification required.
- 3-5+ years of experience managing complex capital equipment, industrial automation, manufacturing, or technology-focused projects.
- Strong understanding of project management principles, risk management, and financial controls.
- Demonstrated success leading projects within a matrixed organization.
- Experience managing project budgets, forecasting, cost controls, and customer-facing deliverables.
- Strong technical, operational, and business acumen.
- Experience with Jira, Confluence, ERP systems (EPICOR preferred), and Microsoft Office applications.
- Experience supporting customer service organizations or post-installation operations is preferred.
Additional Information- This position is based in our Tualatin, Oregon facility and requires on-site collaboration.
- Domestic and international travel of approximately 20-30% is required.
- A valid passport, or the ability to obtain one, is required.
