Customer Service Advocate II -Project Manager

Job ID: 5936

Location:

New Kensington, PA, US, 15068

Additional locations:

• Pennsylvania;
• Georgia;
• Ohio
  
  

We are looking for a Customer Service Advocate – Project Manager to join our team at Innomotics

Your change engine.

Motors and drives are our business, redefining reliable motion from check-time per day to uptime per lifecycle, from simply on/off to everything smart in between. Our most powerful engine: more than 15,000 dedicated experts, doers, colleagues. For them, engineering the future means keeping businesses in motion – in e-motion. We are the “we” in power – and we can empower you.

15,000 and counting.

Are you looking for the stability of an established global player with the lean, innovative spirit of a mid-size hidden champion? That’s us! Are you looking to shape entire industries with a future-proof portfolio of more sustainable, energy efficient solutions? Deal, let’s go!

The Role.

As a Customer Service Advocate II (CSA) you will be representing and championing our customers' needs. If you are the successful candidate, you will report to the New Kensington Customer Service Manager and will be a vital part of supporting the Innomotics New Kensington Large Drives customers.

This role is based out of the New Kensington, PA facility. Local candidates are preferred, but we are open to candidates in the following geographies: Norwood, OH and Alpharetta, GA.

The following is what we believe is required to do this job well:

• You Enjoy Interacting with People and Possess Superior Communication Skills: We're looking for someone who genuinely likes helping people and making each interaction a comforting experience. Customer Service Advocates (CSAs) are the primary point of customer contact for aftermarket and field support. Your main job is communicating (and problem solving) with our customers. As such, this position requires strength in both verbal & written communication. Customer Service Advocates (CSAs) will also interact with all aspects of Innomotics internal teams & departments such as Management, Sales, R&D, Engineering, Quality, Purchasing.
• Positive Attitude: We want you to enjoy your job! A great attitude will help you fit in with our encouraging, fun & highly interactive team. Positive team members find the good even in challenging situations, are encouraging & uplifting, and motivate others around them. A positive attitude can have a significant impact on customer experience, can set the tone for a customer interaction, and can help customers feel valued and understood. We want to create positive create memorable experiences that can lead to customer loyalty and word-of-mouth.
• Technical Experience: Familiar with industrial/mechanical applications, aftermarket service & support functions, equipment startup & commissioning, or similar. Comfortable and willing to learn new things, process oriented with a continuous improvement mindset. A successful candidate should be familiar with Variable Frequency Drives & Motors, Electrical Control Systems, PLC/HMI/SCADA applications, general OSHA guidelines.
  
  

Primary Responsibilities

Customer Service Advocates:

• Lead & manage Customer Service (CS) projects, ensuring timely & budget-conscious delivery while meeting all project objectives.
• Utilize appropriate tools for comprehensive project management, including planning, execution, documentation, and communication.
• Develop and maintain detailed project plans, schedules, and budgets, tailored to customer/project specific requirements.
• Support Customers by navigating them through the Innomotics processes & contacts.
• Lead all aspects of assigned VIP & TSA Customer business.
• Apply project management & engineering expertise to resolve project challenges and provide technical guidance throughout the project life cycle.
• Monitor project performance, identify potential risks, and implement effective mitigation strategies.
• Ensure projects comply with industry standards, safety regulations and company policies focused on Environmental, Health and Safety.
• Leads all aspects of project communications (reporting, correspondence, meetings, etc.)
• Requests and supervises the project team
• Ensures that all project deliverables & requirements are complete
• Forecasts (with team) and handles risks & opportunities
• Leads change orders, warranty claims, PO updates, cost controls, forecasting & invoicing.
• Next level of support above tactical project management to ensure positive customer experience
• Coordinates repairs, installation, commissioning, troubleshooting, warranty, root cause analysis, site support, and training efforts
• Verifies, requests, and acquires customer acceptance of the system
• Maintains lessons learned throughout the entirety of the project
• Closes the project at completion and archives project files
• Executes a variety of additional project management activities and support.
• Maintains and monitors project costs & margin throughout project lifecycle
• Work with the Manager, Finance, & Operations to manage account budgets, forecasts, and financial performance.
  
  

Your profile.

Required Knowledge/Skills, Education, And Experience

• BS Degree in Project Management, Business, Engineering, or related field
• 5 years of project management or related experience.
• Proven track record of building and managing client relationships, delivering successful marketing solutions in the pharmaceutical industry in scope, on time and on budget.
• Ability to work in fast paced environment, multi-task, prioritize & handle time efficiently
• Excellent communication and presentation skills
• Quality Orientation -accurately checking processes and task requirements for the project
• Potential for 15% travel based on customer requested meetings and support
  
  

Preferred Knowledge/Skills, Education, And Experience

• Engineering or technical background
• Electrical/Industrial Equipment Knowledge
• Variable frequency drives experience
• Solid examples of Project Management experience
• Proficient in Microsoft Office programs
• 4 - 5 years of customer service experience
• SAP or Similar Experience
  
  

What’s IN It For You (Our Benefits)

At Innomotics, we are committed to an ownership culture, in which every employee takes personal responsibility for our company’s success. We apply lean principles and seek to continually improve our processes and customers’ experience.

Why you’ll love working at #TeamInnomotics

• Competitive compensation based on qualifications
• Medical, dental, prescription and vision coverage, first day of employment
• Matching 401(k) (immediate employer match)
• Competitive paid time off plan, paid holidays, and floating holidays
• Career development opportunities
• Education and tuition reimbursement programs available
• Flexibility to work remote a few days a week
• Paid parental leave
  
  

Ready to power the future with us? Join Innomotics and start making a difference now. #TeamInnomotics #JoinReliableMotion

Innomotics is an equal opportunity employer and values diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status or disability status.

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Nearest Major Market: Pittsburgh