Service & Project Manager USCA

Company Overview E80 Group is a multinational company specialized in the development of automated and integrated intralogistics solutions for manufacturers of consumer goods, operating in the beverage, food, tissue, and other sectors. The main systems produced by E80 Group include: palletizing robots, laser-guided vehicles, robotic stretch wrappers and labelers, and automated high-density warehouses. The entire logistics flow is centrally managed by the SM.I.LE80 software platform (Smart Integrated Logistics), that ensures the efficient integration of the systems, guaranteeing the optimal management of all operations: from the entry of raw materials to the storage, right through to shipping. With 14 branches located worldwide, the Group believes in 5 values: Enthusiasm, Charisma, Know-How, Humility, Wisdom. These are the pillars of E80 Group's corporate culture, which is always close to customers, people, and the territory. Who You Are "It’s our fears that will limit our success, not our mistakes. The secret to successful hiring is to look for people who are not afraid of failing and want to change the world" – E80 Group CEO and Founder, Enrico Grassi Position Description The Service & Project Manager ensures high levels of customer satisfaction and operational excellence by leading a team of Service & Project Coordinators responsible for planned/unplanned interventions, technical coordination, and after-sales project execution. This leadership role oversees workload distribution, escalations, customer relationship strategy, and project governance to guarantee high-quality, cost-effective, and timely service delivery across all assigned accounts and regions. The manager ensures programs meet customer expectations while driving team performance, financial outcomes, and continuous improvement. Duties And Responsibilities Team Leadership & Performance Management Lead, coach, and develop a team of Service & Project Coordinators Allocate workload, monitor performance, and provide regular feedback Ensure consistent adoption of best practices, tools, and processes across the team Support the team in meeting targets for quality, delivery, cost, safety, and customer satisfaction Oversee onboarding, skills development, and technical competency growth Customer Relationship & Escalation Management Support team members in handling complex or escalated customer issues Ensure timely response and resolution across all assigned service tickets Remove roadblocks by coordinating with Technical, Operations, and Sales teams Aggregate customer feedback to identify systemic improvement opportunities Service & Project Governance Provide oversight on project scopes, planning accuracy, and intervention readiness for all direct report portfolios Ensure the team validates required information and resources prior to scheduling interventions Guide the creation of solutions and project scopes in collaboration with technical experts when needed Monitor execution of onsite activities ensuring alignment with commitments for quality, cost, and timing Operational & Administrative Management Review and approve project plans, timelines, material needs, and cost structures prepared by the team Validate quotes, change requests, and offer documents before submission to customers Ensure accurate and timely reporting, documentation, and intervention reports Oversee invoice readiness and partner with Order Service and Accounting to ensure timely payment Track team KPIs and produce reports for Customer Service Leadership Continuous Improvement & Strategic Contribution Identify trends across customer sites and project portfolios to drive preventative actions Contribute to the development of new service programs, retrofits, asset improvement plans, and long-term upgrade strategies Promote knowledge sharing, standardization, and cross-team alignment Partner with Customer Service Leadership to improve tools, processes, planning systems, and operational workflows Qualifications Bachelor’s degree in Engineering, Industrial Management, Operations, or related technical field (Master’s preferred) 7+ years of experience in service operations, automation systems, customer service management, or project management 5+ years of experience leading teams in a technical, field service, or project delivery environment Experience working with automated material-handling systems, industrial automation, robotics, or complex electromechanical equipment is highly desirable Certifications such as PMP, Lean / Six Sigma, or ITIL are a strong plus Excellent English language proficiency, Spanish a plus Willingness to travel up to 50% Preferred Skills & Experience Strong understanding of system integration, automation, and complex technical environments Ability to review and challenge scopes, schedules, and resource plans Proficiency with CRM/ERP and project tools (SAP, Salesforce, MS Applications) Experience leading project/service teams with effective coaching and performance management Strong skills in prioritizing workloads, balancing resources, and removing roadblocks Solid escalation management, conflict resolution, and cross-functional coordination Skilled in change management driving the creation and adoption of new processes/tools Excellent communication with ability to simplify technical issues and manage executive-level discussions Strong negotiation skills for customer discussions and change requests Customer-focused mindset with high accountability and follow-through Demonstrated ability to manage multiple service/project portfolios simultaneously Track record of improving service KPIs and operational efficiency Ability to motivate and coordinate technical and field resources in a matrixed environment What’s In It For You Compensation: $120K - $130K DOE (FLSA Exempt) Benefits: Health, Dental, Vision Insurance, Life, STD, LTD, PTO, 401K match Travel: Up to 50% Location: Chicago (IL) Not just a job, but Career Growth: Our steady year-over-year growth has fostered a culture of talent development where we constantly create opportunities for you to learn, grow, and feel empowered to realize your full potential, whichever career path you choose. E80 World Academy: Prepare to be wowed by our innovative training and learning paths. We deliver cutting-edge insights so you can hone your expertise to be successful in your job. #BE80: You will become part of a dynamic and collaborative team where giving back is close to our hearts—an integral part of our success and core to the #BE80 Culture. Qualified applicants will receive consideration. EEO Statement E80 Group does not tolerate any kind of discrimination or offensive behavior against one's personality (for example, moral, sexual or other kind of harassment, intimidation, persecution and other), or social exclusion or unfair treatment due to nationality, race, colour, ethnic or social origin, membership of a national minority, property, birth, disability, age, sexual orientation, gender, genetic features, family status, religions or political views or physical disabilities, veteran status, citizenship status, marital status, or pregnancy. We honor our commitments under articles 1 and 18 of Law No. 68/1999 and give special consideration to candidates in protected categories. #J-18808-Ljbffr E80 Group