Service & Project Manager USCA

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.

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
• Agregate 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
• 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

Qualitfication

• 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

What’s In It For You

• Compensation: $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

• 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.

E80 Group does not tolerate any kind of discrimination or offensive behavior against one's personality (for example, moral, sexual or other kind of harassment, intimidation, persecution and other), or social exclusion or unfair treatment due to nationality, race, colour, ethnic or social origin, membership of a national minority, property, birth, disability, age, sexual orientation, gender, genetic features, family status, religions or political views or physical disabilities, veteran status, citizenship status, marital status, or pregnancy.