Project Manager, Technical Support

Job Details

Job Location:

Leominster - Leominster, MA 01453

Position Type:
Full Time

Salary Range: $60,000.00 - $85,000.00 Salary/year

Job Category:
Manufacturing

Project Manager

Project Management

Exempt

Manager of Quality and Performance

Enhance dealer and end user experience with AIS by project managing large and/or highly visible and important orders received by AIS. Reduce risk and exposure of AIS by proactively managing project critical paths. Anticipate and eliminate bottlenecks. Effectively communicate cross-departmentally within AIS and with external dealers, installation companies, freight transporters, and end users.

• Create timelines and project checklists for all assigned projects.
• Monitor project timelines and deliverables to ensure project time frames are successfully met. Implement corrective action when necessary.
• Communicate to internal departments, external partners, and end users’ necessary information, responsibilities, and expectations for successful completion of projects.
• Adapt timelines and communication changes as needed.
• Create expectations in communication process that control costs to AIS.
• Educate installers and dealer partners on AIS project management role. Establish self as point of contact for problems and opportunities.
• Work with design, sales, order entry, customer service, shipping, and engineering departments to obtain all information necessary to successfully complete each project timely and accurately.
• Interview, evaluate, and educate as needed the installation company assigned to install project.
• Inspect product at AIS manufacturing facilities as needed.
• Understand, be able to explain, and be able to perform all necessary installation procedures for AIS products.
• Troubleshoot field assembly problems. Be able to identify problems and effectively communicate problems to manufacturing and engineering. Contribute to solutions for those problems.
• Understand AIS process flows and department responsibilities to act with a sense of urgency and quickly react to field installation needs.
• Meet and/or exceed service goals through strong knowledge and effective communication of AIS core message, products and services to external customers and internally to all departments.
• Review mockups and showroom orders for accuracy, fit and finish of product. Implement corrective action as necessary.
• Support other Field Service Project Managers and Technical Support Specialists.
• Maximize effectiveness through learning, utilization of, and effective interaction with all available AIS software resources: CRM, Pro Series, Lean BOMs, etc.
• Adheres to established company policies/procedures. Fulfill reporting and administrative requirements.
• Manage special projects and initiatives when assigned.
• After standard business hours support as needed and required.
• Travel as needed and required.

• Any combination of education and experience providing the required skill and knowledge for successful performance would be qualifying. Typical qualifications would be equivalent to:
• Associate’s or Bachelor's in a Technical field required.
• Minimum of 5 years’ experience in customer service, operations, manufacturing, or installation.

• Understanding of sales and fulfillment cycle for business furniture.
• Ability to use and knowledge of Microsoft Word, Excel, and Outlook.
• Understanding of basic furniture assembly techniques and processes.
• Understanding of the roles of furniture manufacturer, dealer, end user, and installation companies.

• The ability to act with a sense of urgency in a timely and effective manner.
• Be calm but positively impactful while listening and dealing with real and perceived emergencies from dealers, installers,…