Project Planning Manager

Project Planning Manager
Direct Hire
Onsite, Lawrenceville, GA

Synergis’ client, a global leader delivering streamlined global support solutions on behalf of technical product manufacturers, has engaged us in a search a Project Planning Manager.  The primary responsibility of the selected individual will be to provide leadership and management of the Project Planning and End-User Customer Experience teams to ensure alignment with the goals and objectives of the organization.  This will include staffing, scheduling, coordination, directing & mentoring of team members.

Project Planning Manager | Background and Scope 

• Managing the daily operations of the Project Planning and End-User Customer Experience teams
• Creating established procedures & protocols to ensure superior customer satisfaction
• Working directly with end-users and OEM customers as needed
• Assisting with operational & strategic planning including business requirements, Project Planning, organizing and negotiating for resources
• Managing Project Planning, End-User Customer Experience, and SOC (service operations center) staffing including recruitment, supervision, development, evaluation and discipline
• Actively managing & participating in the shift rotation including weekends, after hours & holidays as needed
• Developing & maintaining policies & standards for maximizing Project Planning and End-User Customer Experience team’s effectiveness while minimizing costs
• Routinely offering support & mentorship to your staff and the broader SOC staff
• Actively participating in departmental budget & resource planning to ensure compliance with stated goals, guidelines and objectives
• Ensuring team compliance with process & technical training requirements
• Modeling responsiveness & integrity in all customer communications
• Directly managing customer escalations to successful conclusion
• Providing concise status reports on a regular basis

Project Planning Manager | Requirements

• Bachelor’s degree in Customer Service Leadership, Operations Management, Business or equivalent industry and/or certificate experience
• 4+ years managing an end-user customer or RMA support teams for enterprise IT, Medical Technology or Industrial Automation B2B product organizations
• Must have a growth mindset – candidate should possess a thirst for providing constant improvement with scalability in mind
• Demonstrated practical customer service, support and scheduling experience
• Team-oriented attitude & desire to constantly embrace innovative ways of delivering services
• Support experience in the areas of:
• Technical Products (within Enterprise IT environments)
• Medical Equipment
• Industrial Automation
• Proven understanding of business-to-business (B2B) communication with vendors, clients and C-level executives by phone and in-person
• Case management experience within ticking systems 
• Possess exceptional Critical thinking skills
• Strong analytical skills, with the ability to understand complex data sets
• Ability to operationalize multiple operating procedures for individual client partners
• Demonstrated practical project management experience
• Possess a strategic thought process for operational improvement, with the willingness to jump in to and provide tactical solutions at the desk level
• Positive mindset with the ability to learn through failure
• Ability to understand points of failure in a standardized process and create new workflows to address those instances.

Project Planning Manager | Preferred

• Case management experience using Salesforce Service Cloud preferred
• High-level technical product background preferred

Project Planning Manager | Other:

• Ability to work for any US based company without sponsorship, now or anytime in the future.
• Position is onsite at our client’s facilities in Lawrenceville, Georgia 5 days per week
• Local metro Atlanta candidates only

About Our Client 
Our client is a team that delivers streamlined global support solutions on behalf of technical product manufacturers.  They deliver innovative and quality-driven support solutions including onsite product repair and preventative maintenance, product deployment and installation and global service parts logistics. Since 2001, they have executed millions of world-class support interactions globally with localized field engineer and service parts logistics resources.

Disclosure:  The range for this position is $70,000.00 to $80,000 (dependent on factors including but not limited to client requirements, experience, statutory considerations, and location). Benefits available to full-time employees: medical, dental, vision, disability, life insurance, and 401k.  * Note: Disclosure as required by the Equal Pay for Equal Work Act (CO), NYC Pay Transparency Law, and sb5761 (WA).