Service Project Manager

Wachter•Lowell, MA

5d•Onsite

About The Position

Wachter is seeking an experienced Service Project Manager to join our team in Lowell, AR. This role is ideal for a proven leader with experience managing service operations within the voice/data, security, low voltage, or electrical industries. The Service Project Manager will oversee customer accounts, coordinate service delivery, support and develop field teams, and drive operational success through strong communication, organization, and problem-solving skills. We are looking for a self-motivated, dependable leader who thrives in a fast-paced environment, takes ownership, and is committed to delivering exceptional service to both customers and team members. At Wachter, we believe in building long-term relationships and investing in our people. We offer competitive pay, a comprehensive benefits package, and opportunities for career growth with a company that values teamwork, innovation, and excellence.

Requirements

High School diploma or equivalent required.
Project management and or service account management experience required.
At least 2 years of experience managing projects.
Strong supervisory and people management skills, including selection, training, and development.
Experienced in managing high-ticket volume service accounts.
Thrives in High-Pressure Environments: Comfortable working in a fast-paced, sometimes unpredictable setting where priorities can shift rapidly.
Calm Under Pressure: Maintains professionalism, clear communication, and sound decision-making even when things get hectic.
Electrical and Service Channel experience required.
Possess highly developed conflict resolution skills.
Able to motivate and influence others.
Champion of change in support of management initiatives.
Proficient with the use of computers, including email, spreadsheets, and Microsoft Office programs, especially Outlook, Excel, and Word.
Excellent customer relationship and communication skills; verbal and written.
Exceptional Multi-Tasking Ability: Can seamlessly manage multiple projects, deadlines, and stakeholder expectations without losing focus or quality.
Strong Organizational Skills: Uses systems and processes to bring structure to ambiguity and keep teams aligned.
Ability to prioritize tasks.
Must type at least 40 WPM.

Nice To Haves

Bachelor’s Degree preferred.
Experience in any of the following fields is a plus: CAT5, Telecommunications, Fiber, Construction, or Structure Cabling IT.
Experience working with engineered drawings, bid specifications, and construction take-offs is helpful.
Project Management experience in Construction, Technology, or related fields is helpful.

Responsibilities

Manage and grow the Service Team to ensure that specific service practices, procedures, and expectations are met, and that team members are fulfilling their assigned responsibilities.
Challenges others to develop as leaders while serving as a role model and mentor.
Inspires coworkers to attain goals and pursue excellence.
Oversee daily operational tasks, including performing employee interviews, hiring, assigning resources, and payroll approval.
Develop, execute, and adjust service account plans which include communications, documentation, and reporting.
Responsible for risk and issues management, contingency, change control, schedule, resource management, service level agreement (SLA), training, and quality control plans.
Manage the development of SLA documentation in conjunction with Sales, Engineering, and Client representatives.
Plan, grow, oversee, and direct high-volume commercial service accounts.
Identify opportunities for improvement, provide constructive feedback, and implement necessary changes to improve team performance.
Manage various internal and external resources in a matrix organization while ensuring profitability and strict time constraints are maintained.
Identify important milestones, reporting formats, and reporting schedules for reviewing success in meeting client SLA and management expectations.
Act as the primary point of contact with clients for ongoing service endeavors and new business opportunities.
Create bid sheets and contractual proposals for projects.
Order all materials and equipment for projects.
Perform quality and safety audits to ensure the quality of all materials and equipment.
Provide weekly and monthly financial forecasting and revenue projection reports.
Provide logistical project support.
Create and maintain project files.
Manage project scheduling and billing.
Manage the process of sourcing, evaluating, and estimating selected bid opportunities.
Create a budget for each electrical account; monitor the budget, resources, and all project progress.
Maintain a high standard of quality and professionalism.
Communicate difficult and sensitive information tactfully.
Manage & delegate through team resources.
Remain at the forefront of emerging industry practices.
Oversee the day-to-day communication with customers, essentially representing the face of Wachter.
Review all customer specifications, contracts, and cost estimates.
Communicate effectively and collaborate with internal and external stakeholders, customers, technicians, sales team, other departments, upper management, engineers, etc.
Perform any other duties not specifically stated herein, but which your supervisor may assign.
Adhere to all required project safety requirements as set forth by the Company and OSHA.