Technical Services Program Manager

Job Overview:

Owns the entire lifecycle of specific client supplied devices that are trusted to LG&P to make them retail ready. Acting as both the Account Manager who manages the relationship and the Project Manager who runs the physical build. This person is the single point of contact who scopes the work, manages the schedule and budget, to ensure on-time deployment of devices to retail. Success is measured on client satisfaction and account growth as well as on-time, on-spec, error-free production output.

This role works closely with SME’s in electronic provisioning and kit packing operations. It is designed for a single, highly capable individual to carry both functions on a given account — rather than splitting Account Management and Project Management across two people — so the client has one accountable owner from proposal through final shipment. These materials are for multiple projects at once and play a small and significant role in experiential retail.

Responsibilities and Duties:

Client & Account Management

• Act as the single point of contact and liaison between the client and LG&P In-Store Agency for specific client supplied products programs, from initial brief through final delivery.
• Manage and grow the client relationship, based on individual revenue and account targets, through excellent service and proactive communication.
• Receive the client's project brief and product specifications, ask clarifying questions, and translate them into clear software-provisioning, mounting, labeling and kitting requirements for the production team.
• Develop and present proposals, scopes of work, and pricing for provisioning and integration programs; manage change orders when client specs shift mid-project.
• Provide periodic project and status updates to the client, including production counts, quality results, and shipping timelines.
• Investigate and resolve client problems, escalations, and quality concerns; act as a quality representative of LG&P In-Store Agency at all times.
• Identify opportunities to expand scope, unit volume, or service offerings within the existing account.

Project & Production Management

• Create and manage the project schedule, intake log, and quality documentation for each client program, from receipt of client-supplied product through outbound shipment.
• Receive, inspect, and inventory client-supplied products and hardware components against the bill of materials; flag shortages, damage, or spec mismatches immediately.
• Lean on teammates for provisioning requirements such as imaging, configuration profiles, MDM/device enrollment, application installation, and functional testing of every unit.
• Mount and physically integrate client-supplied hardware into fixtures, enclosures, stands, or mounts per client drawings and specifications, using proper tools and safe assembly practices.
• Apply labels accurately to each unit — asset tags, serial/barcode labels, compliance or warranty labels, and client branding — per the client's label specification and placement guide.
• Run quality-control checks at each stage of provisioning, mounting, and labeling; correct defects and document rework before units are released to shipping.
• Maintain an accurate, program-level asset log tying each unit's serial number, configuration, and label/asset tag back to the client's records.
• Coordinate kitting, packaging, and outbound logistics with the warehouse/shipping team to ensure on-time, complete delivery to the client's locations.
• Communicate continuously with internal colleagues, vendors, and (where applicable) overseas manufacturing partners to keep the program on schedule; escalate issues as needed when challenges arise.
• Organize all project files, specifications, and quality records.
• Complete other job-related duties as assigned.

Skills:

Communication Skills

Customer Service Leadership

Initiative & Integrity

Team & Vendor Leadership

Sales & Account Growth Acumen

Technical Aptitude (device imaging, configuration, basic software provisioning)

Attention to Detail

Problem-Solving

Ability to Work Independently

Project & Time Management

Quality Control / Inspection

Hand-Tool & Hardware Assembly Skills

Handle Multiple Priorities

Organization & Documentation

Requirements:

• Proven results in an Account Management and/or Project Management role (minimum 3 years combined), preferably with in-store marketing, retail fixtures, or technology/device deployment experience.
• Hands-on experience with, or strong aptitude for, software/device provisioning (imaging, MDM enrollment, app deployment, functional testing).
• Comfortable with light mechanical/hardware assembly and mounting using standard hand tools.
• Exceptional attention to detail — accurate label placement and asset tracking are critical to this role.
• University or College Degree, or equivalent experience.
• Strong written and oral communication skills; comfortable presenting to and pivoting to support clients, vendors, and colleagues to protect quality and timelines.
• Highly proficient with MS Office and/or Google Drive as a communication and documentation platform.
• Ability to manage multiple concurrent client programs and production schedules.
• Retail, in-store marketing, or consumer electronics/hardware experience an asset.