The Service team in our Cambridge Energy and Consumer Division is looking for a detail orientated, hardworking, customer focused and technically strong Service Project Manager (SPM) who enjoys teamwork, client relationships and challenging projects.
The Service Project Manager (SPM) will be responsible for managing project commitments from receipt of purchase orders through to completion and acceptance by the customer.
The SPM will do so within budget and without deviations from target; ensuring we exceed customer’s expectations and guarantee repeat business.
SPECIFIC RESPONSIBILITIES : Project Execution :
Project Execution :
Plan, monitor and successfully control the project from the receipt of the order through delivery of services at the customer’s site.
Lead a multi-disciplined project team to execute projects on schedule, within budget, delivering the contracted scope of work to all applicable codes and standards.
Key customer contact for assigned projects. Responsible for exceeding customer satisfaction.
Maintain regular contact (verbal and written) with key customer representative(s) ensuring all key project events and issues are documented in writing.
Manage project risks through assessment, identification and mitigation of potential risks
Present oral and written reports defining plans, problems, and resolutions to appropriate levels of Service.
Project Planning and Reporting :
Develop suitable budget allocations for ATS labour and materials.
Oversee project schedule development and identify all critical path activities.
Manage project resources. Ensure that adequate resources are assigned to all project tasks.
Prepare accurate financial and resource forecasts throughout the life of the project.Develop reports as required by ATS Management and attend project status meetings.
Elevate deficiencies to department manager.
Work with the financial analyst(s) to ensure all billings and invoicing is submitted on time. Ensure all project deliverables are accomplished and supporting documentation is prepared for each project milestone payment.
Team Leadership :
Conduct regular team meetings and issue weekly project updates to the project team and customer
Encourage and mentor employees to ensure that the project team’s morale and efficiency is maintained at the highest level.
Advocate and foster a team environment both within the department and throughout the division.
Resolve conflicts in a respectful and professional manner.
Lead by example.
Manage projects and project teams in accordance with all applicable ATS procedures. Ensure project teams follow the required procedures.
Provide after sales technical feedback to engineering teams for machine performance and reliability improvements.
Customer Relationship Management :
Act as the primary after sales customer advocate for machine related issues, review system performance, update open issues, document and execute on agreed actions.
Document and conduct root cause analysis, issue investigation and resultant corrective actions for issues using a fact based approach
Pro-actively handle customer concerns and elevate customer issues when required to the next level of ATS management.
Support actions to achieve customer satisfaction metrics and objectives
Partnership with ATS account manager to manage the customer
Project Change Management :
Ensure that the order received from the customer is compatible with the terms of contractual and engineering specifications in the proposal.
Track all contract changes and prepare CORs (Change Order Requests). Ensure customer caused / requested changes are executed by the team only after receipt of customer agreement.
Compliance and Best Practice :
Set and maintain departmental goals and key performance indicators (KPIs) in keeping with department and company objectives.
Make recommendations for process, quality and cost improvements.
Keeps abreast of current machine, innovation and product developments
Adhere to all health and safety rules and procedures.
Ensure that all business activities are performed with the highest ethical standards and in compliance with the ATS Code of Business Conduct.
Ensure that all project activities are conducted in accordance with ATS Health and Safety and Legal standards.
Must have a proven track record of providing positive leadership and coordination to projects line moves, machine retrofits, etc.
Must have acted in a leading role in a variety of projects on a multidiscipline team.
Must have a practical working knowledge of robots, PLC’s, instrumentation or other machine controls packages, sensors and pneumatics.
An ability to work effectively with both internal cross functional teams and customers according to deadlines and under pressure-
filled conditions is essential.
Must be familiar with the use of MS Excel, Powerpoint, JD Edwards and CRM software.
Requires excellent interpersonal skills and strong business acumen.
Experience managing budgets, financial forecasting and developing labour and material estimates.
Demonstrates strong multi-tasking, time management skills, while being resourceful and independent.
Able to influence without authority.
Possesses excellent time management skills and is able to co-ordinate multiple projects