Service Project Manager

ABOUT THE POSITION 

The Service Project Manager at AOS Interior Environments plays a critical role in supporting clients after installation by managing inter-territorial projects and overseeing service, warranty, and preventive maintenance work. This role is responsible for coordinating installations completed in the local market on behalf of other furniture dealers nationwide, managing manufacturer warranty claims, and leading the Service Technicians who support AOS preventive maintenance contracts. 

Serving as the primary point of contact between clients, manufacturers, and internal Operations teams, the Service Project Manager ensures service requests are resolved efficiently, accurately, and in alignment with AOS quality standards. This position is primarily office-based and works closely with Operations Project Managers, Installation teams, Manufacturers, and Operations Leadership to deliver consistent, service-minded outcomes. 

Our ideal candidate is organized, proactive, and solutions oriented. You lead with integrity, communicate clearly, and thrive in a fast-paced environment where follow-through matters. You take ownership of your work, anticipate issues before they escalate, and ensure every service interaction reflects AOS’s commitment to quality and client experience. 

RESPONSIBILITIES / TASKS 

Service Project Management 

• Manage all inter-territorial projects from initial coordination through closeout, maintaining organized records of schedules, status, and stakeholder communication. 
• Monitor timelines, deliverables, and milestones, proactively identifying and resolving risks or delays. 
• Follow internal processes to coordinate warehouse team receiving and out bounding of inter-territorial products 
• Coordinate with project stakeholders and with AOS Operations Managers regarding installation schedules for truck and installation team needs.  

Manufacturer + Warranty Coordination 

• Serve as the primary point of contact for client service requests, warranty claims, and preventive maintenance needs. 
• Manage service issues from intake through resolution, ensuring timely follow-up and clear communication. 
• Place orders for service parts and service logistics to minimize downtime and client disruption. 
• Communicate directly with manufacturers regarding warranty claims, service authorizations, replacement parts, and issue resolution. 
• Follow appropriate processes for labor reimbursements with manufacturers for warranty claims 
• Ensure proper closeout of all service and warranty work in accordance with AOS standards and manufacturer requirements. 

Service Team Leadership + Resource Coordination 

• Provide direct supervision of Service Technicians, including time approval, scheduling, and workload coordination. 
• Ensure preventive maintenance contracts are executed in accordance with contractual requirements and timelines. 
• Coordinate service labor, tools, and materials with Operations, Warehouse, and Installation teams. 
• Identify staffing, scheduling, or resource constraints and implement solutions to maintain service continuity and efficiency. 

Communications + Reporting 

• Communicate clearly and professionally with clients to set expectations and provide timely updates. 
• Maintain accurate records in project management and service tracking systems. 
• Prepare reports related to service activity, open issues, and project status for Operations leadership. 
• Support internal teams with service-related documentation, logistics, and follow-up as needed. 

PREFERRED EXPERIENCE & SKILLS 

• Experience in project management, service coordination, operations, or a related field (commercial furniture or construction experience preferred). 
• Demonstrated experience leading or supervising field or service teams. 
• Strong organizational and time-management skills with the ability to manage multiple projects simultaneously. 
• Excellent written and verbal communication skills. 
• Proven ability to problem-solve, take initiative, and adapt to changing priorities. 
• Ability to build trust and maintain professional relationships with clients, manufacturers, and internal teams. 
• Proficiency with project tracking systems, basic computer applications, and email communication. 

PHYSICAL REQUIREMENTS 

• Ability to lift and/or move objects up to 35 lbs. 
• Frequent computer and desk-based work, with occasional standing, walking, bending, or lifting. 
• Occasional exposure to warehouse, jobsite, or installation environments. 
• Ability to safely navigate office, warehouse, and jobsite settings.