Riveer · 3 hours ago
Service Department Project Manager
South Haven, MI
Full-time
Onsite
Senior Level
7+ years expRiveer is seeking a Service Department Project Manager to coordinate, plan, and oversee all service-related projects from installation to field support. The role involves leading a team of service technicians, enhancing customer satisfaction, and ensuring project execution is efficient and timely.
Machinery
Responsibilities
Lead, mentor, and develop a team of service technicians
Define and execute strategies to enhance customer satisfaction, streamline service operations, and optimize team performance
Track project progress, risks, and deliverables, adjust plans proactively based on changing requirements
Establish and monitor key service metrics (response times, resolution rates, first-time-fix rates, etc.), reporting regularly to leadership
Serve as the primary escalation point for customer service inquiries, ensuring issues are resolved quickly and effectively
Build and maintain strong relationships with customers across a variety of industries
Oversee scheduling of service technicians for domestic and international installations, maintenance, and repairs
Ensure accuracy and compliance with customer records, documentation, warranty claims, and service reporting
Work cross-functionally with engineering, sales, and production teams to resolve technical issues and improve system performance
Implement process improvements that reduce downtime, improve service responsiveness, and increase overall efficiency
Qualification
Required
7+ years in a customer service, technical support, or service management role, ideally in a technical, manufacturing, or industrial setting
5+ years of progressive leadership with responsibility for hiring, coaching, and building teams
Strong track record of building and leading service teams that deliver measurable improvements in customer satisfaction and operational efficiency
Demonstrated success in scaling or transforming a service department
Proficiency in Microsoft Office (Excel, Word, etc.)
Experience with ERP (Epicor strongly preferred) and CRM platforms
Strong technical aptitude with the ability to interpret complex documentation and communicate solutions clearly
Excellent organizational, problem-solving, and communication skills with the ability to manage competing priorities
Preferred
Experience with ERP (Epicor strongly preferred)
Benefits
Medical, dental, and vision insurance, Riveer pays 75% of premium
Simple IRA with company match
Paid time off and holidays
Free lunch provided every Thursday
Company
Riveer
Riveer manufactures above-grade steel wash racks for wash water containment, closed-loop wash water treatment systems, aircraft washing systems, industrial wash bays and phosphate pretreatment systems.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase