Customer Service Advocate II -Project Manager

Customer Service Advocate II - Project Manager

Location:

New Kensington, PA, 15068.

Additional locations:
Pennsylvania;
Georgia;
Ohio.

We are looking for a Customer Service Advocate – Project Manager to join our team at Innomotics.
Our business focuses on motors and drives, redefining reliable motion from check-time per day to uptime per lifecycle, from simply on/off to everything smart in between. As a Customer Service Advocate II (CSA) you will represent and champion our customers’ needs. You will report to the New Kensington Customer Service Manager and be a vital part of supporting the Innomotics New Kensington Large Drives customers.

• You enjoy interacting with people and possess superior communication skills (both verbal & written).
• A positive attitude, helpful in challenging situations.
• Technical experience with industrial/mechanical applications, aftermarket service & support, equipment startup & commissioning; familiarity with Variable Frequency Drives, Motors, Electrical Control Systems, PLC/HMI/SCADA, OSHA guidelines.

• Lead & manage Customer Service (CS) projects, ensuring timely & budget-conscious delivery while meeting all project objectives.
• Utilize appropriate project management tools for planning, execution, documentation, and communication.
• Develop and maintain detailed project plans, schedules, and budgets tailored to customer/project specific requirements.
• Support customers by navigating them through the Innomotics processes & contacts.
• Lead all aspects of assigned VIP & TSA Customer business.
• Apply project management & engineering expertise to resolve project challenges and provide technical guidance.
• Monitor project performance, identify potential risks, and implement mitigation strategies.
• Ensure projects comply with industry standards, safety regulations and company policies focused on Environmental, Health and Safety.
• Lead all aspects of project communications (reporting, correspondence, meetings, etc.).
• Request and supervise the project team.
• Ensure that all project deliverables & requirements are complete.
• Forecast (with team) and handle risks & opportunities.
• Lead change orders, warranty claims, PO updates, cost controls, forecasting & invoicing.
• Provide next level support above tactical project management to ensure positive customer experience.
• Coordinate repairs, installation, commissioning, troubleshooting, warranty, root cause analysis, site support, and training efforts.
• Verify, request, and acquire customer acceptance of the system.
• Maintain lessons learned throughout the entirety of the project.
• Close the project at completion and archive project files.
• Execute a variety of additional project management activities and support.
• Maintain and monitor project costs & margin throughout project lifecycle.
• Work with MAP (Manager, Finance & Operations) to manage account budgets, forecasts, and financial performance.

• BS Degree in Project Management, Business, Engineering, or related field.
• 5+ years of project management or related experience.
• Proven track record of building and managing client relationships, delivering successful marketing solutions in the pharmaceutical industry in scope, on time and on budget.
• Ability to work in fast-paced environment, multitask, prioritize & handle time efficiently.
• Excellent communication and presentation skills.
• Quality orientation – accurately checking processes and task requirements for the project.
• Potential for 15% travel based on customer requested meetings and support.

• Engineering or technical background.
• Electrical/Industrial Equipment Knowledge.
• Variable Frequency Drives experience.
• Solid examples of Project Management experience.
• Proficient in Microsoft Office programs.
• 4-5 years of customer service experience.
• SAP or similar experience.

• Competitive compensation based on qualifications.
• Medical, dental, prescription, and vision coverage, first day of employment.
• Matching 401(k) (immediate employer match).
• Competitive paid time off plan, paid holidays, and floating holidays.
• Career development…