Service Project Manager

Service Project Manager - DCT  

Reports To: Technical Support Team Manager - DCT Department: Service - DCT 

Classification: Division: Data Center BA 

IPE Code:  Location: Roanoke, VA  

About Us: Munters is a global leader in climate solutions for mission-critical processes. We offer innovative, efficient and sustainable solutions for customers in industries where controlling indoor humidity, temperature and energy efficiency is mission-critical. Climate control systems often account for a large percentage of the energy consumption in many of our customers’ operations. With an optimal climate system, we can help them to more efficiently use energy or water resources, and thereby reduce their climate and environmental impact. Sustainability is an important part of Munters’ business strategy and value creation. We pride ourselves on fostering a dynamic and inclusive work environment where our employees are valued members of the team and are given meaningful projects to work on.

JOB SUMMARY: 

Provides effective leadership, supervision and delivery of projects within the field service, operations and manufacturing functions in close cooperation with the project owner. Is responsible for the successful delivery of all work elements, ensuring compliance with the project specifications and ensuring that the project is delivered on time, to budget and according to quality requirements. Serves as backup support for the Technical Specialist as well as providing field technician service support including but not limited to startup, commissioning and IST support when required. Understand that service’s major role is one of instant response to customers’ needs and focus as part of a team to always make us available to our customers’ needs, urgent or otherwise. 

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: 

• Serves as the primary contact during the warranty phase of projects that have completed Munters field service activities through substantial completion (typically defined as level 3, 4 & 5) and have been handed over to the owner / customer. 

• Guides and oversees systemic level site issues (with support of job specific Project Manager) 

• Gains a comprehension of customer warranty issues through communication and interfacing with the customer, Munters Service Technicians and Munters Project Managers. With this knowledge, creates and executes warranty support plans while staying within the boundaries of Munters warranty requirements. 

• Effectively communicates relevant service project information to management. 

• Prepares contractual claims including extensions of time, prolongation cost, acceleration cost and all other contractual claims in support of field service projects. 

• Develops and delivers progress reports, proposals, requirements documentation as needed for service project support. This could include revising original IOM’s, Equipment Maintenance Checklists, etc. 

• Proficient in project schedule management. 

• Manages day-to-day aspects of all assigned projects. 

• Manages day-to-day client interactions. 

• Provides timely response to all warranty / project support requests. 

• Resolve and/or escalate issues in a timely fashion. 

• Understands how to communicate difficult/sensitive information tactfully. 

• Understands basic revenue models, P/L, and cost-to-completion projections. 

• Understands pricing model and billing procedures. 

• Follows-up with clients, when necessary, regarding unpaid invoices. 

• Ensures service project legal documents are completed and signed on a timely basis. 

• Ensures service project documents are complete, current, and stored appropriately. 

• Follows through and reviews project scope to ensure cost and profitability are being met. 

• Keeps track of lessons learned and shares those lessons with management. 

• After hours Technical Support Hotline (part of the 24/7 on call rotation) 

• Travels as needed in support of projects. 

COMPETENCIES: 

• Engineering Knowledge - Exhibits and applies wide engineering knowledge in own area of responsibility and working knowledge of other engineering disciplines to provide required support. Leverages this knowledge to meet and exceed industry standards. 

• Technical Standards - Ensures organizational adherence to engineering standards, establishing and monitoring work against safety procedures and assessing processes and projects