Project Manager, Professional Services & Technical Support

The Raymond Corporation•Blue Ash, OH

3d•Onsite

About The Position

Raymond Storage Concepts (RSC) is seeking a Project Manager – Professional Services & Technical Support to join their growing Connected Technology team. This role is ideal for someone who enjoys analyzing data, solving problems, managing projects, and working directly with customers to help them leverage their technology. The position involves analyzing customer data, identifying opportunities, presenting recommendations, coordinating technical solutions, training customers, troubleshooting issues, and contributing to the development of RSC's professional services and connected technology support offerings. The role is based in Cincinnati, OH, with potential consideration for Columbus, OH or Louisville, KY, and requires a 5-day per week onsite presence.

Requirements

Bachelor's or Associate's degree in Information Systems, Business Analytics, Information Technology, Project Management, Supply Chain Management, Business Administration, or a related field — or equivalent relevant work experience
Proficiency with Power BI, Microsoft Excel, PowerPoint, Microsoft 365, and general computer applications
Strong analytical skills with the ability to interpret data and translate findings into meaningful recommendations
Ability and willingness to learn multiple software, database, gateway, and controls platforms
Strong project organization and prioritization skills
Confident written and verbal communication skills, including the ability to present information directly to customers
Ability to work occasional evenings based on project requirements or time-zone differences (less than 15%)
Ability and willingness to travel to customer facilities, RSC locations, or other destinations as needed (less than 25%)
Residence in Greater Cincinnati or Columbus, OH areas
High school diploma, general education degree (GED), and/or technical school
General mechanical aptitude
Strong customer service focus and communication skills
Basic knowledge of Microsoft Office software
Must maintain a clean driving record, as the position involves travel
Must work well independently and in team environment
Must be a driven and self-motivated individual

Nice To Haves

2+ years of experience with telematics, IIoT, connected technology, information systems, or a related technology-focused business
Project management experience
Material handling, fleet management, or asset-analysis experience
Knowledge of warehouse automation or intralogistics technology
Experience with server or technology platforms such as SQL Server, iW GTS, iRed, or similar systems
Experience analyzing data and creating reports using business intelligence or analytics platforms
Experience supporting customers in a technical or technology-driven environment
Minimum of one to three years' related experience in the lift truck industry preferred

Responsibilities

Transform data into actionable insights by analyzing fleet, utilization, maintenance, safety, financial, and operational data to identify trends, opportunities, cost savings, and best practices.
Communicate findings by building data visualizations, reports, and presentations, and delivering business reviews directly to customers.
Lead professional services projects from planning through implementation, utilizing project plans, Gantt charts, tracking tools, and platforms like vSimple.
Act as a trusted customer resource by understanding customer operations, identifying pain points, proactively recommending solutions, and helping customers maximize the value of their connected technology.
Train customers on connected technology platforms and gateways.
Coordinate technical support by researching and troubleshooting software, server, gateway, firmware, and technology-related issues, escalating when necessary.
Ensure technology runs smoothly by supporting server health checks, software and firmware updates, documentation, and related technical projects.
Collaborate with Sales, Service, Operations, Training, Engineering, Raymond resources, technicians, and other partners to resolve issues.
Maintain critical customer documentation, including installed-base information, subscription and contract renewal dates, professional services hours, and technical support records.
Participate in project turnover meetings, retrospectives, and post-implementation reviews for continuous improvement.
Support the development and execution of strategies for delivering and monetizing annual professional services.