Project Manager / Furniture Aftercare

Broadreach Recruitment•Los Angeles, CA

13d•Onsite

About The Position

This role combines technical project management, customer service, and problem-solving within the furniture manufacturing industry. The Technical Project Manager will oversee the entire lifecycle of a physical manufactured product, from customer order through engineering, production, delivery, installation, and aftermarket support. The position requires understanding each stage of the product journey to identify potential issues and ensure customer satisfaction. The ideal candidate will have experience in commercial furniture, workspace products, architectural millwork, cabinetry, modular products, or other design-led manufacturing environments. This is a hands-on role focused on owning projects, customer experiences, and problem resolution.

Requirements

Experience in technical project management.
Experience with manufactured products.
Experience with customer project delivery.
Experience in engineering coordination.
Experience in manufacturing.
Experience in installation.
Experience in warranty/aftermarket.
Experience in technical customer service.
Experience in root-cause problem solving.
Ability to read technical drawings.
Understanding of manufactured product assemblies.
Understanding of product specifications.
Awareness of Bill of Materials (BOM).
Familiarity with ERP/MRP systems.
Understanding of engineering revisions.
Knowledge of manufacturing processes.
Understanding of installation requirements.
Proficiency in root-cause analysis.
Ability to produce technical documentation.
Customer-focused.
Technically curious.
Highly organised.
Calm under pressure.
Collaborative.
Comfortable taking ownership.
Clear and confident in communication.
Pragmatic and solutions-focused.
Commercially aware.
Willingness to challenge when something doesn't look right.
Belief in ownership – stay involved until the problem is resolved.
Belief in collaboration – Sales, Engineering, Manufacturing, Installation, and the customer are part of one delivery journey.
Belief in quality – the service surrounding the product should match the quality of the product itself.
Belief in listening – understand what the customer is actually trying to achieve.
Belief in continuous improvement – recurring problems should lead to better products, processes, or ways of working.
Belief in practical creativity – find solutions that work for the customer while remaining manufacturable and commercially sensible.

Nice To Haves

Experience in commercial furniture or workspace products.
Experience in architectural millwork.
Experience in cabinetry.
Experience in modular furniture.
Experience in architectural products.
Experience in interior systems.
Experience in configurable products.
Experience in other design-led manufacturing environments.
Experience with Microsoft Dynamics 365 Business Central.

Responsibilities

Take ownership of projects following commercial handover.
Review project scope, specifications, drawings, and customer requirements.
Establish milestones, actions, responsibilities, and critical dates.
Coordinate Sales, Engineering, Manufacturing, Operations, and Supply Chain.
Maintain project trackers, actions, and risk visibility.
Identify technical, manufacturing, and delivery risks early.
Coordinate project changes and communicate their impact.
Keep customers informed with clear and realistic updates.
Coordinate delivery and installation requirements.
Manage snagging, punch-list items, and project close-out.
Drive outstanding actions through to resolution.
Read and interpret product and manufacturing drawings.
Understand product configurations and assemblies.
Coordinate technical queries between customers and Engineering.
Identify potential manufacturability and installation issues.
Coordinate technical changes and revisions affecting projects.
Ensure Production and Installation have the correct information.
Work with Product Engineering on BOM, component, and configuration issues.
Help investigate the root cause when products don't manufacture, install, or perform as expected.
Become a knowledgeable and trusted customer contact.
Respond quickly to technical and delivery queries.
Provide proactive updates to customers.
Coordinate internal teams to get answers.
Manage difficult conversations professionally.
Set realistic expectations and timescales.
Maintain ownership until issues are genuinely closed.
Build relationships with dealers, specifiers, installers, contractors, and end customers.
Manage the post-installation customer experience, including warranty and aftermarket inquiries.
Gather photographs, drawings, and product information for warranty claims.
Assess reported issues and coordinate technical investigations.
Work with Engineering, Quality, and Manufacturing to determine the cause of issues.
Arrange replacement components and remedial work.
Coordinate installers and service partners.
Keep customers informed about warranty case progress.
Track open warranty cases through to closure.
Identify recurring issues and feed aftermarket information back into Engineering and Operations.