Customer Service Project Manager Jobs in Waterdown, ON

Company Description:

Liftsafe Group of Companies is a privately owned company that designs, builds, inspects and maintains lifting, material handling, and fall protection systems equipment.

The Service Project Manager is responsible for coordinating awarded service work from sales handoff through completion, ensuring scope, schedule, materials, customer communication, system updates, and closeout requirements are managed consistently across internal teams.

The purpose of the Service Project Manager role is to manage the service order book workflow from award through execution and closeout, ensuring awarded work transitions smoothly into operations with a clear understanding of scope, deliverables, timelines, and customer expectations. The Service Project Manager acts as the liaison between internal departments and company operating systems to maintain accurate order status throughout the order lifecycle and support an exceptional customer experience. The duties, responsibilities, and qualifications outlined in this job description are expected to be performed efficiently, with the role contributing to the overall growth and success of
LESG. This position is posted due to a current vacancy.

Duties and Responsibilities:
The primary duties and responsibilities of the Project Manager - Service include, but are not limited
to, the following:

• Serve as the primary liaison between internal departments and operating systems, ensuring accurate order status visibility and communication throughout the entire order lifecycle.
• Manage and maintain the order backlog/book, ensuring orders are tracked, prioritized, and progressed efficiently.
• Facilitate the successful transition of awarded projects into execution by ensuring a clear
  understanding of scope, deliverables, timelines, and customer requirements.
• Collaborate with Inside Service Sales to review project requirements and ensure the complete scope of work is accurately communicated to all stakeholders.
• Coordinate with Purchasing and Warehouse teams to ensure materials and parts are ordered, received, and staged according to project schedules.
• Partner with Scheduling to optimize resource allocation, support efficient job execution, and coordinate schedule adjustments as required.
• Monitor project and order progress, maintaining accurate and timely updates within company systems and reporting tools.
• Lead the order closeout process by ensuring all required documentation, administrative requirements, customer signoffs, and billing information are completed to support accurate and timely invoicing.
• Provide proactive customer communication throughout the order lifecycle, addressing inquiries, managing expectations, and ensuring a high level of customer satisfaction.
• Identify, communicate, and escalate potential risks, delays, material shortages, scheduling conflicts, or scope concerns to appropriate stakeholders to support successful project delivery and customer outcomes.

Success in this role is measured by timely order progression, accurate system status updates, effective coordination with Sales, Purchasing, Warehouse, Scheduling, and Field Services, proactive customer communication, and complete closeout documentation that supports prompt billing.

Qualifications:

• Post-secondary education in business, operations, project management, or a related field, or an equivalent combination of education and experience.
• Previous service experience required in a fast-paced environment, preferably within material handling equipment, industrial services, or a related field.
• Strong customer service skills, with the ability to communicate proactively, manage expectations, and respond professionally to customer inquiries.
• Excellent organizational skills and ability to prioritize competing tasks.
• Ability to work in a fast-paced environment while managing competing priorities and adjusting to changing operational needs.
• Excellent communication skills required (verbal and written).
• Demonstrated problem-solving skills, with the ability to identify issues, evaluate practical solutions, and coordinate with internal teams to resolve customer and operational concerns.
• Must be results-oriented and able to work both independently and within a team environment.
• Effective interpersonal skills, with the ability to build positive working relationships across internal teams, customers, and stakeholders.
• Strong organizational, multi-tasking, and documentation skills.
• Proficiency in using Microsoft Office Suite applications.
• Experience using service management, ERP, CRM, or work order management systems is considered an asset.

Working Conditions:

• Primarily office-based work environment with regular interaction with internal departments and occasional coordination related to operational or job site activity.
• Frequent background noise from office equipment, conversations, and operational activity.
• Ability to work independently and collaboratively with internal teams to complete projects and support service order execution.

Physical Requirements:

• Sitting for long periods of time.
• Frequent use of computers.
• Occasionally walking through operational areas or job sites, with adherence to applicable safety requirements.

It is the policy of The Liftsafe Group of Companies to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, provincial, or local law. The Liftsafe Group of Companies welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.