Service & Project Manager

About the Company

Our client is a global provider of advanced industrial automation, robotics, and integrated material handling solutions. The company specializes in designing, implementing, and supporting innovative automated systems that help businesses optimize manufacturing, warehouse operations, and supply chain efficiency. With an international presence and a strong focus on innovation, operational excellence, and continuous improvement, the organization partners with leading manufacturers across various industries to deliver complex, large-scale automation solutions.

About the Role

We are seeking an experienced Service & Project Manager to lead service operations, technical project coordination, and after-sales delivery within a complex industrial automation environment. In this leadership role, you will oversee a team of Service & Project Coordinators responsible for managing planned and unplanned service interventions, technical coordination, customer escalations, and after-sales project execution. You will be responsible for driving operational excellence, customer satisfaction, team performance, and financial outcomes, ensuring that service activities and technical projects are delivered safely, efficiently, on time, and within budget. The ideal candidate combines strong experience in technical service operations, industrial automation, project management, and people leadership, with the ability to manage multiple customer accounts, coordinate cross-functional teams, and drive continuous improvement.

Key Responsibilities

Team Leadership & Performance Management

• Lead, coach, and develop a team of Service & Project Coordinators, ensuring high performance and consistent service delivery.
• Allocate workloads, balance resources, and monitor individual and team performance against operational targets.
• Establish clear expectations and promote accountability, collaboration, and continuous improvement.
• Oversee onboarding, technical training, skills development, and professional growth within the team.
• Ensure consistent adoption of best practices, tools, and operational processes.

Customer Relationship & Escalation Management

• Oversee customer relationships and ensure high levels of satisfaction across assigned accounts and regions.
• Support the resolution of complex technical issues, service escalations, and operational challenges.
• Ensure timely response, coordination, and resolution of planned and unplanned service requests.
• Collaborate with technical, operations, and sales teams to remove roadblocks and deliver effective solutions.
• Identify recurring customer challenges and implement preventative measures to improve service quality.

Service & Project Management

• Oversee the planning, coordination, and execution of technical service interventions and after-sales projects.
• Review and approve project scopes, schedules, resource plans, material requirements, and cost structures.
• Ensure all technical information, resources, and equipment are available before scheduling service activities.
• Coordinate with engineering and technical specialists to develop practical solutions for complex customer requirements.
• Monitor onsite execution to ensure compliance with safety, quality, cost, and delivery commitments.
• Oversee project changes, technical documentation, and service reporting to maintain operational consistency.

Operational & Financial Management

• Review and validate customer quotations, change requests, and commercial proposals.
• Monitor project costs, resource utilization, service profitability, and overall financial performance.
• Ensure accurate and timely project documentation, service reports, and operational records.
• Oversee invoice readiness and collaborate with finance and accounting teams to support timely billing and payment.
• Track and report key performance indicators (KPIs), providing operational updates and recommendations to senior leadership.
• Identify opportunities to improve resource allocation, cost efficiency, and service delivery performance.

Continuous Improvement & Strategic Development

• Identify operational trends, recurring technical issues, and improvement opportunities across customer sites and project portfolios.
• Support the development of new service programs, equipment upgrades, retrofits, and long-term asset improvement strategies.
• Drive improvements in service planning, project governance, operational workflows, and internal processes.
• Promote knowledge sharing, process standardization, and collaboration across technical and operational teams.
• Partner with senior leadership to implement initiatives that strengthen service quality, customer retention, and operational efficiency.

Required Skills & Experience

• Bachelor’s degree in Engineering, Industrial Management, Operations, or a related technical field.
• 7+ years of experience in technical service operations, industrial automation, customer service management, or project management.
• 5+ years of people management experience leading teams within technical service, field service, or project delivery environments.
• Proven experience managing complex service operations, technical projects, and multiple customer portfolios simultaneously.
• Strong understanding of technical service delivery, project planning, resource management, and operational performance.
• Experience reviewing and managing project scopes, schedules, budgets, quotations, and change requests.
• Demonstrated ability to lead, coach, and develop technical and operational teams.
• Strong customer relationship management, escalation handling, and conflict resolution skills.
• Experience coordinating cross-functional teams, including engineering, field service, operations, sales, and finance.
• Strong commercial awareness, including cost management, financial reporting, and service profitability.
• Excellent organizational, prioritization, and problem-solving skills.
• Strong communication and presentation skills, with the ability to engage technical teams, customers, and senior executives.
• Proven ability to drive process improvements, operational efficiency, and service performance.
• Proficiency in English and willingness to travel up to 50%.

Preferred Qualifications

• Master’s degree in Engineering, Operations, Business Management, or a related field.
• Experience within industrial automation, robotics, automated material handling systems, or complex electromechanical environments.
• Professional certifications such as PMP, Lean Six Sigma, or ITIL.
• Experience with CRM, ERP, and project management platforms, including SAP, Salesforce, and Microsoft applications.
• Strong understanding of systems integration, automation technologies, and technical service environments.
• Experience managing equipment upgrades, retrofits, maintenance programs, and after-sales technical projects.
• Demonstrated success improving service KPIs, operational efficiency, and customer satisfaction.
• Experience leading organizational change and implementing new processes, systems, or operational tools.
• Spanish language proficiency is an advantage.

Additional Information

• Travel: Up to 50%, depending on customer requirements and operational needs.
• Working Environment: A combination of technical service management, customer engagement, project oversight, and collaboration with field-based engineering and service teams.
• Leadership Responsibility: Direct management of a team of Service & Project Coordinators, with accountability for service delivery, operational performance, and customer satisfaction.
• Industry Exposure: Industrial automation, robotics, automated material handling, and integrated manufacturing and logistics solutions.

Why Consider This Opportunity?

This is an opportunity to take on a key leadership role within a global industrial automation organization, overseeing technical service operations and after-sales project delivery across a diverse customer portfolio. You will have the opportunity to lead and develop a technical team, influence service strategy, improve operational performance, and contribute to the successful delivery of complex automation solutions.

Salt is acting as an Employment Agency in relation to this vacancy.