Project Manager, After Sales & Service

Overview

ATS’ Global Services team is a dynamic, change-leading team that drives the delivery of value-driven Services to our customers worldwide. Services is a growing component of the overall delivery of value to ATS’ customers globally and offers an opportunity for an opportunistic individual to create a well-defined offer structure of high-value service solutions to drive ongoing value. 

*This position is remote within the UK or Ireland with regular travel required to customer locations.

The After Sales & Service team in the UK 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 guide projects, coordinate team activities, and provide technical expertise across diverse sales, engineering, and operations segments. The SPM will do so within budget and without deviations from target; ensuring we exceed customer’s expectations and guarantee repeat business. 

Responsibilities

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. 
• Formulate actions to keep project on time and on budget. 
• Work with the financial analyst(s) to ensure all billings and invoices are 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 customers. 
• 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 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. 

Qualifications

• Post-Secondary Diploma or Degree in a technical or lean manufacturing practice. 
• Minimum 10 years’ experience in customer service management, lean process, and procedure practices in a manufacturing environment.  
• Must have a practical working knowledge of robots, PLC’s, instrumentation or other machine controls packages, sensors, and pneumatics. 
• Preferred experience in industrial automation manufacturing environments with focus on After Market & Sales.  
• Experience with Service Project Kick-Off (PKO) meetings and Project Execution Planning (PEP). 
• Self-driven, attentive to detail, consistent, and process driven. 
• Experienced in managing large programs with multiple project managers involved. 
• Fluent in English, written and oral, second language in German is an asset 
• Experienced in the use of a CRM and understands its importance. 
• Possesses excellent time management skills and can coordinate multiple projects. 
• Proficient with Microsoft software tools including Word, Excel, and Power Point etc. 
• 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 various projects on a multidisciplinary team. 
• 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.