Service Department Project Manager

Riveer; South Haven (MI); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Simple IRA with company match

Paid time off and holidays

Free lunch on Thursdays

Job summary

A technology company in South Haven, Michigan is seeking a Service Department Project Manager to lead service-related projects and ensure timely and effective execution. The ideal candidate will have over 7 years of experience in technical support or service management, and at least 5 years in a leadership role, demonstrating skills in team development, customer satisfaction, and process improvements. This hands-on position offers competitive benefits, including health insurance and paid time off.

Qualifications

• 7+ years in customer service, technical support, or service management.
• 5+ years of leadership experience with team building responsibilities.
• Proven track record of enhancing customer satisfaction.
• 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.

Responsibilities

• Lead and develop a team of service technicians.
• Track project progress and adjust plans proactively.
• Build and maintain relationships with customers.
• 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.

Skills

Customer service management

Team leadership

Technical support

Process improvement

Problem-solving

Organizational skills

Organizational skills

Tools

Microsoft Office

ERP (Epicor preferred)

CRM platforms

Job description

Overview

Riveer is seeking a Service Department Project Manager to coordinate, plan, and oversee all service-related projects from installation, scheduled maintenance, repairs, training, and field support. This role ensures projects are scoped correctly, scheduled efficiently, executed safely, and completed on time.

This is a hands-on project management role; the ideal candidate is a proven service leader with experience in a technical, manufacturing, or industrial environment who combines operational expertise with strategic vision.

Key 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.

Qualifications

• 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.

What We Offer

• 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

This job description contains information about the key responsibilities of this position. It is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions. Responsibilities are subject to change.

Riveer does not discriminate based on gender/sex, race, religion, height, weight, color, age, national origin, disability, or any other status covered by federal, state, or local law.

Riveer is an Equal Opportunity Employer.