Project Manager, Technical Support

Introduction

At Senneca, we embrace the entrepreneurial spirit of the innovators that created our brands from traffic doors, to cold storage doors to fiberglass doors and beyond. We are committed to exceeding our customers’ expectations and to provide doors that offer safety and protection to our customers’ most important assets…people, products, capital investments and processes.

The Project Manager is responsible for coordinating installation schedules and communicating with both internal and external stakeholders, including Operations, Engineering, Dealers/Installers, and Customers. This role will serve as a primary point of contact for customer support inquiries, including warranty claims, technical assistance, and service-related troubleshooting. The ideal candidate will thrive in a fast‑paced environment and provide excellent service through proactive communication, timely follow‑up, and resolution ownership.

Our company offers a comprehensive and competitive benefits package, including medical, dental, and vision insurance; company‑paid life insurance; short‑term and long‑term disability; flexible spending accounts (FSA); health savings accounts (HSA); three weeks of paid time off (PTO); parental leave; 9 paid holidays; various optional benefits; and a 401(k) plan with a company match. We also provide career development opportunities, tuition assistance, and a diverse, inclusive, and welcoming culture making it one of the best in the industry.

• Manage and maintain customer installation schedules.
• Coordinate delivery logistics and timelines with customers and internal teams.
• Prepare and gather documentation for submittals and respond to related inquiries.
• Respond promptly and professionally to warranty and technical support requests.
• Investigate and resolve product or service issues by clarifying the concern, identifying root cause, and determining the most efficient solution.
• Take ownership of issues, including facilitating corrections or handoffs to the appropriate department, and ensuring timely follow‑up through to resolution.
• Maintain high levels of customer satisfaction through clear communication and consistent service delivery.
• Accurately document all communication, resolutions, and follow‑up actions.
• Collaborate cross‑functionally with Engineering, Operations, Sales, and other departments as needed.
• Ability to communicate effectively with cross functional teams.
• Travel up to 50% of the time.
• All other duties as assigned.

• Responsible for supporting and complying with the company’s Integrated Management System, which aligns with ISO 9001 (Quality), ISO 14001 (Environmental), and ISO 45001 (Health and Safety) standards.
• Promotes a culture of safety, quality, and environmental responsibility by following established IMS procedures aligned with ISO 9001, 14001, and 45001 standards.

• Minimum of 3 years in Project Coordination, Customer Service, or a related client‑facing role or 1 year experience with the Company as a Site Service Installer.
• Associate or bachelor’s degree preferred in Business, Communications, or a related field.
• Equivalent combination of education and relevant experience will be considered.
• Experience in technical troubleshooting or working within a manufacturing/engineering environment is a plus.
• ERP and CRM experience preferred (Infor, Net Suite, or similar systems).
• Strong communication skills (both written and verbal).
• Ability to handle multiple projects and deadlines with attention to detail.
• Effective problem‑solving and critical thinking skills.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook).
• Comfortable working with CAD viewing tools and ERP/CRM platforms.
• Able to adapt in a fast‑paced environment and interact with diverse personalities.
• Organized, self‑motivated, and solutions oriented.

• Prolonged periods sitting at a desk and working on a computer.
• Onsite support of installation projects may require standing for up to 8–10 hours and lifting up to 50 lbs.
• Frequent movement around active construction and installation sites, including walking, climbing ladders, and navigating uneven surfaces.
• Mus…