Product Support Strategic Projects Manager

HOLT Group•Irving, TX

2d•Hybrid

About The Position

The Product Support Strategic Projects Manager leads the planning, field execution, customer relationship management, and successful delivery of large-scale, high-value Product Support projects and strategic contracts. This role serves as the primary liaison between the customer, HOLT leadership, field operations, supporting dealers, vendors, and internal resources to ensure project scope, schedules, staffing, safety expectations, customer commitments, and business objectives are met. The role provides strategic oversight and hands-on field support to remove barriers, align resources, manage risk, and strengthen long-term customer partnerships. The incumbent in this position is expected to model the following practices daily: 1) Demonstrate alignment with the company's mission and core business values; 2) Collaborate with key internal/external resources; 3) Participate in ongoing self-development.

Requirements

High school diploma or equivalent required
Minimum of four years of related experience in Product Support, field service operations, construction/project management, complex account management, or large-scale contract execution is required
Experience leading cross-functional field teams, managing customer-facing projects, coordinating crews/resources, and supporting high-value customer relationships is preferred
Proficient with MS Office Word, Excel, Outlook, project tracking tools, reporting systems, and customer/project documentation
Understands the implications of new information for current and future problem-solving, decision-making, resource planning, and risk mitigation
Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to project and customer challenges
Exceptional attention to detail with the ability to manage complex scope, competing priorities, critical deadlines, and multiple stakeholder expectations
Driven and results oriented; focused on project delivery, customer retention, operational performance, KPI achievement, and strategic growth of Product Support solutions
Excellent oral and written communication skills with strong interpersonal skills to establish working relationships with customers, leadership, field teams, supporting dealers, vendors, and multiple departments
First-class organizational, multi-tasking, planning, and time management skills; deadline oriented with the ability to move work forward in a fast-paced field environment
Understands written sentences and paragraphs in work-related documents and communicates effectively in writing as appropriate for the needs of the audience
Ability to work with all levels of personnel within the organization, customer operations, jobsite contacts, and external business partners
Ability to perform mathematical computations such as percentages, fractions, addition, subtraction, multiplication, and division quickly and accurately
Ability to work independently and within a team in a fast-paced, high-volume environment with emphasis on accuracy, timeliness, and follow-through
Ability to read, analyze, and interpret contracts, scopes of work, professional journals, technical procedures, governmental regulations, and customer requirements
Valid driver’s license

Nice To Haves

Bachelor's degree in Business, Construction Management, Engineering, Project Management, or a related field preferred
Equivalent combination of education and experience may be considered
Six or more years preferred experience in Product Support, field service operations, construction/project management, complex account management, or large-scale contract execution
Extensive driving and frequent jobsite visits required; overnight travel required based on customer and project needs

Responsibilities

Models, promotes, reinforces, and rewards the consistent use of HOLT’s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission
Leads the execution of large-scale, high-value Product Support projects and strategic contracts from planning through completion, ensuring customer commitments, project milestones, and business objectives are achieved
Serves as the primary customer relationship owner for assigned strategic projects, maintaining regular communication with customer leadership, site contacts, and key stakeholders to ensure alignment, responsiveness, and a positive customer experience
Coordinates all field execution activities, including work planning, scheduling, jobsite readiness, resource allocation, project status updates, issue resolution, and follow-through on customer requirements
Partners with Product Support, Sales, Service, Parts, Rental, Safety, Finance, Procurement, supporting dealers, vendors, and other internal teams to ensure the appropriate crews, equipment, materials, tooling, and resources are available to support project needs
Provides field leadership and project direction to crews, supervisors, technicians, vendors, and supporting resources to ensure work is performed safely, efficiently, and in accordance with customer expectations and company standards
Visits customer locations and jobsites to assess project progress, identify risks or barriers, coordinate corrective actions, and support field teams in resolving operational or technical issues
Maintains awareness of customer activity, project scope, contract requirements, schedule changes, resource needs, and potential risks; serves as the company expert and liaison for assigned strategic projects
Develops, monitors, and communicates project plans, schedules, action items, performance updates, and escalation items to leadership, customers, and internal stakeholders
Conducts regular project and partnership health checks with customers and internal stakeholders to evaluate progress, service quality, risk areas, and opportunities to strengthen long-term relationships
Collaborates with leadership to evaluate project performance, financial impact, customer satisfaction, operational effectiveness, and opportunities for revenue growth or expanded Product Support solutions
Supports business reviews, project closeouts, lessons learned, and related reporting by initiating, completing, and analyzing project documentation and recommending appropriate corrective action
Creates value through proactive safety planning, jobsite coordination, compliance with customer safety requirements, and alignment with HOLT safety initiatives
Works safely at all times and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
Performs other duties as assigned