Position Details
Service Project Manager Apply
Overview:
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan, offering strategic talent solutions to clients worldwide. The opportunity below is with one of our clients, a leading global medical technology company. This organization provides a wide range of diagnostic imaging and laboratory diagnostics, as well as advanced therapies and digital health services. Its solutions span prevention and early detection through diagnosis, treatment, and follow-up care, empowering healthcare providers worldwide.
Job Title: Service Project Manager 3
Location: Cary, NC 27511
Duration: 12 Months
Job Type: Temporary Assignment
Work Type: Hybrid 3 days onsite, 2 remote
Shift: 8 AM 5 PM, Monday Friday
Job Description
- We are seeking a customer-focused, tech-savvy professional to join our team on a temporary basis to drive successful adoption of our customer-facing digital platforms primarily our next-generation customer portal and our existing e-commerce parts-ordering platform.
- This role will act as the frontline digital concierge for new and existing customers, removing registration and access friction, delivering live demos, and representing all online services with professionalism and enthusiasm.
Key Responsibilities
- Proactively reach out to customers (via phone, email, and video calls) who have started but not completed registration on our customer portal or the e-commerce platform.
- Troubleshoot and resolve registration, login, and browser-related issues in real time.
- Conduct 1:1 and small-group live demos of our customer portal and the e-commerce platform (via Teams, or similar).
- Guide customers through initial setup, account configuration, and first-time part ordering or service requests.
- Document common obstacles and feedback; collaborate with product, engineering, and support teams to eliminate recurring issues.
- Create and maintain lightweight self-help resources (short video tutorials, FAQ updates, step-by-step guides) based on real customer pain points.
- Serve as the voice of the customer for our customer portal during and synching with the team.
- Track and report key onboarding metrics (registration completion rate, time-to-first-order, demo-to-activation rate, OSAT from supported customers).
Required Skills & Experience
- 2+ years in customer success, technical support, onboarding, or sales engineering roles (SaaS or e-commerce experience strongly preferred).
- Proven ability to explain technical concepts to non-technical users in a clear, patient, and confident manner.
- Hands-on experience troubleshooting web applications (browsers, cookies, cache, SSO, MFA, permissions, etc.).
- Comfortable delivering live product demos and training sessions over video conferencing tools.
- Excellent written and verbal communication skills you will write customer emails and lightweight documentation daily.
- Strong organizational skills and attention to detail; able to manage 20 30 customer interactions per day while maintaining quality.
Key Attributes
- Empathetic problem-solver who genuinely enjoys helping people succeed with new technology.
- Self-starter who thrives in a fast-moving, ambiguous environment (this is a brand-new platform rollout).
- Team player willing to jump on whatever is needed to make the customer experience excellent.
Key Responsibilities:
- Back-end support for online tools and customer-facing activities.
- Assist with portal registration, SAP connectivity/data issues, and customer onboarding.
- Respond to customer surveys, help navigate websites, and possibly conduct product demos.
Must-Have Skills:
- Digital skill set (comfortable with technology, online services).
- Customer-facing communication (written and verbal).
- Ability to lead small product demos.
Nice-to-Have:
- SAP experience, e-commerce/marketing background, interest in healthcare.
- Compensation
TekWissen Group is an equal opportunity employer supporting workforce diversity.
