Position description:The
Service & Project Manager ensures high levels of customer satisfaction and operational excellence by leading a team of Service & Project Coordinators responsible for planned/unplanned interventions, technical coordination, and after-sales project execution. This leadership role oversees workload distribution, escalations, customer relationship strategy, and project governance to guarantee high-quality, cost-effective, and timely service delivery across all assigned accounts and regions.
The manager ensures programs meet customer expectations while driving team performance, financial outcomes, and continuous improvement.
Duties and Responsabilities:- Team Leadership & Performance Management
- Lead, coach, and develop a team Service & Project Coordinators
- Allocate workload, monitor performance, and provide regular feedback
- Ensure consistent adoption of best practices, tools, and processes across the team
- Support the team in meeting targets for quality, delivery, cost, safety, and customer satisfaction
- Oversee onboarding, skills development, and technical competency growth
- Customer Relationship & Escalation Management
- Support team members in handling complex or escalated customer issues
- Ensure timely response and resolution across all assigned service tickets
- Remove roadblocks by coordinating with Technical, Operations, and Sales teams
- Aggregate customer feedback to identify systemic improvement opportunities
- Service & Project Governance
- Provide oversight on project scopes, planning accuracy, and intervention readiness for all direct report portfolios
- Ensure the team validates required information and resources prior to scheduling interventions
- Guide the creation of solutions and project scopes in collaboration with technical experts when needed
- Monitor execution of onsite activities ensuring alignment with commitments for quality, cost, and timing
- Operational & Administrative Management
- Review and approve project plans, timelines, material needs, and cost structures prepared by the team
- Validate quotes, change requests, and offer documents before submission to customers
- Ensure accurate and timely reporting, documentation, and intervention reports
- Oversee invoice readiness and partner with Order Service and Accounting to ensure timely payment
- Track team KPIs and produce reports for Customer Service Leadership
- Continuous Improvement & Strategic Contribution
- Identify trends across customer sites and project portfolios to drive preventative actions
- Contribute to the development of new service programs, retrofits, asset improvement plans, and long-term upgrade strategies
- Promote knowledge sharing, standardization, and cross-team alignment
- Partner with Customer Service Leadership to improve tools, processes, planning systems, and operational workflows
Qualitifcations:- Bachelor's degree in Engineering, Industrial Management, Operations, or related technical field (Master's preferred)
- 7+ years of experience in service operations, automation systems, customer service management, or project management
- 5+ years of experience leading teams in a technical, field service, or project delivery environment
- Experience working with automated material-handling systems, industrial automation, robotics, or complex electromechanical equipment is highly desirable
- Certifications such as PMP, Lean / Six Sigma, or ITIL are a strong plus
- Excellent English language proficiency, Spanish a plus
- Willingness to travel up to 50%
Preferred Skills & Experience:- Strong understanding of system integration, automation, and complex technical environments
- Ability to review and challenge scopes, schedules, and resource plans
- Proficiency with CRM/ERP and project tools (SAP, Salesforce, MS Applications,)
- Experience leading project/service teams with effective coaching and performance management
- Strong skills in prioritizing workloads, balancing resources, and removing roadblocks
- Solid escalation management, conflict resolution, and cross-functional coordination
- Skilled in change management driving the creation and adoption of new processes/tools
- Excellent communication with ability to simplify technical issues and manage executive-level discussions
- Strong negotiation skills for customer discussions and change requests
- Customer-focused mindset with high accountability and follow-through
- Demonstrated ability to manage multiple service/project portfolios simultaneously
- Track record of improving service KPIs and operational efficiency
- Ability to motivate and coordinate technical and field resources in a matrixed environment
What's In It For YouCompensation: $120K - $130K DOE (FLSA Exempt)
Benefits: Health, Dental, Vision Insurance, Life, STD, LTD, PTO, 401K match
Travel: Up to 50%
Location: Chicago (IL)
Not just a job, but Career Growth: Our steady year-over-year growth has fostered a culture of talent development where we constantly create opportunities for you to learn, grow, and feel empowered to realize your full potential, whichever career path you choose.
E80 World Academy: Prepare to be wowed by our innovative training and learning paths. We deliver cutting-edge insights so you can hone your expertise to be successful in your job.
#BE80: You will become part of a dynamic and collaborative team where giving back is close to our hearts-an integral part of our success and core to the #BE80 Culture.
Qualified applicants will receive consideration.Travel: 0 - 50%
Level of experience: Senior
