Service Project Manager

Job Description

Job Description

Position Summary

The Service Project Manager is responsible for planning, coordinating, and overseeing service projects involving aggregate processing equipment, including crushers, screens, conveyors, and related machinery.  This position plays a key role in ensuring service projects are completed safely, efficiently, on schedule, and within budget while maintaining a high level of customer satisfaction. The Service Project Manager works closely with the Service Manager, Service Coordinator, field service technicians, parts department, manufacturing partners, and customers to ensure successful project execution and profitable service operations.

Key Responsibilities

1. Project Management & Execution

• Manage assigned service projects from initial customer request through project completion and closeout.
• Develop detailed project scopes, labor estimates, budgets, schedules, and manpower requirements.
• Coordinate technicians, equipment, parts, cranes, subcontractors, and other resources necessary for successful project execution.
• Monitor project progress, identify potential delays, and proactively resolve issues.
• Manage project changes, including additional work, cost adjustments, and customer approvals.
• Ensure projects are completed safely, on time, within budget, and to Rock Machinery's quality standards.
• Work with manufacturing partners on warranty related work. This includes working with service coordinator on submitting warranty claims with requried documentation
• Coordinate with the Service Manager and Service Coordinator to align project schedules with available resources.

2. Financial Performance & Job Profitability

• Take ownership of the financial performance of assigned service projects.
• Develop accurate labor, material, equipment, and subcontractor cost estimates.
• Monitor actual project costs against estimates and identify opportunities to improve profitability.
• Track labor hours, expenses, and project margins throughout execution.
• Communicate cost overruns, scope changes, and financial concerns promptly.
• Ensure all labor, materials, expenses, and subcontractor costs are accurately documented and captured for invoicing.
• Work with the accounting and service teams to support timely project closeout and invoicing.
• Assist in establishing and monitoring service department performance targets.

3. Customer Communication & Support

• Serve as the primary point of contact for customers on assigned service projects.
• Maintain consistent communication regarding project scope, schedules, progress, and costs.
• Identify customer needs and recommend appropriate repair solutions or equipment improvements.
• Communicate project changes and obtain customer authorization before proceeding with additional work.
• Address customer concerns professionally and promptly.
• Build and maintain strong relationships with customers, vendors, and Rock Machinery team members.
• Identify opportunities for additional service, parts, and equipment support.

4. Technical Support & Problem Solving

• Maintain strong technical knowledge of crushing, screening, conveying, and related aggregate processing equipment.
• Assist technicians with troubleshooting, diagnostics, repair planning, and technical problem-solving.
• Provide field support and participate in service activities when necessary.
• Coordinate with equipment manufacturers and technical support teams to resolve complex equipment issues.
• Recommend appropriate repair procedures, replacement components, and equipment improvements.
• Share technical knowledge and best practices across the organization.

5. Service Operations & Team Coordination

• Work closely with the Service Manager to support a safe, responsive, and profitable service department.
• Coordinate with the Service Coordinator to ensure accurate scheduling, work order documentation, and project tracking.
• Support technician productivity by ensuring projects are properly planned and resources are available.
• Monitor labor utilization and work with the Service Manager to improve operational efficiency.
• Ensure technicians complete service reports, time entries, and required documentation accurately and promptly.
• Assist with the timely completion and closeout of service work orders.
• Support compliance with applicable DOT requirements, company policies, and operational procedures.
• Promote communication and cooperation between Rock Machinery's branch locations.

6. Safety & Quality

• Promote a strong safety culture and ensure compliance with Rock Machinery's safety policies and procedures.
• Ensure appropriate safety planning is completed before service projects begin.
• Identify and address potential safety hazards associated with field service activities.
• Ensure work is performed in accordance with manufacturer recommendations and company quality standards.
• Operate company vehicles and equipment safely and responsibly.
• Maintain accurate project records and documentation.

Qualifications & Requirements

• Proven experience in field service, equipment repair, project management, or a related heavy equipment industry.
• Strong technical understanding of aggregate processing equipment, including crushers, screens, conveyors, and associated components.
• Demonstrated ability to develop project scopes, estimates, schedules, and budgets.
• Strong organizational skills with the ability to manage multiple projects and competing priorities.
• Ability to troubleshoot mechanical and technical equipment issues.
• Strong communication, leadership, and customer service skills.
• Ability to understand project costs, labor utilization, and profitability.
• Proficiency with computers, mobile applications, and service management software.
• Technical degree or equivalent industry experience preferred.
• Welding and fabrication experience preferred.
• Valid driver's license and acceptable driving record required.
• CDL preferred.
• Ability to work flexible hours and adjust to changing customer and operational requirements.
• Overnight travel and field visits required.

Performance Expectations

Success in this position will be measured through:

• Project Profitability: Delivering projects within established budgets and margin expectations.
• Project Execution: Completing projects safely, on schedule, and according to agreed scope.
• Customer Satisfaction: Maintaining strong customer relationships and providing timely communication.
• Job Documentation: Ensuring accurate labor reporting, expense tracking, and timely work order closeout.
• Operational Efficiency: Supporting technician productivity, effective resource planning, and reduced project delays.
• Team Collaboration: Working effectively with the Service Manager, Service Coordinator, technicians, and other departments.

Additional Responsibilities

The Service Project Manager may be assigned other duties and responsibilities as necessary to support Rock Machinery's business operations and customer needs.

Founded in 2004, Rock Machinery is a trusted distributor of process equipment and parts for the aggregate, recycling, and mining industries. With our headquarters in Allenton, Wisconsin, and a branch office in Osseo, Wisconsin & Woodburn, Indiana, we pride ourselves on our commitment to customer satisfaction and our team’s deep industry experience.

Company Description

Founded in 2004, Rock Machinery is a trusted distributor of process equipment and parts for the aggregate, recycling, and mining industries. With our headquarters in Allenton, Wisconsin, and a branch office in Osseo, Wisconsin & Woodburn, Indiana, we pride ourselves on our commitment to customer satisfaction and our team’s deep industry experience.