Service Operations Manager

We are made to MOVE you.  Moving 2.3 billion people a day, Otis is the World’s leading provider of elevators, escalators, and walkways.  We give people freedom to connect in a taller, faster, smarter world.  

Otis Elevator Company is searching for a highly motivated Service Operations Manager to lead a high performing team within the Bostonoperating territory. 

The Service Operations Manager will be responsible for day-to-day management of field staff, employee selection, field training and safety. This individual will also lead operations efforts and priorities to ensure superior customer satisfaction in the Boston operating territory. 

Your Leadership Impact

• Lead the performance of field operations for all service/maintenance projects

• Maintain project schedules and ensure deadlines are met

• Set expectations for Field Technician engagement and provide Superintendents with the support necessary to provide ongoing training and performance management essential to productivity and quality improvement and ensuring the active participation of all mechanics in performance reviews 

• Coach, mentor, and develop your team through aligned and clear goals and continued performance directly tied to targets and KPIs  

• Develop action plans to address deficiencies regarding safety, callback rates, and technical support

• Generate field leads and assist service sales representatives in selling upgrades and repairs

• Recommend and detail changes in maintenance service documentation, methods, process, design, and delivery

• Set budgets for material and labor within Otis’s guidelines and complete the required maintenance and repair within those budgets

• Conduct field education training ensuring that we create and maintain a safe working environment

• Perform field safety audits, jobsite inspections, and develop site safety/logistics plans.  Drive safety training and adherence and the execution of proper technical training and equipment testing

• Coordinate all material deliveries and issuing purchase orders

• Forecast and schedule labor resources, maintaining customer quality assurance, and improving efficiencies

• Engage in pro-active labor relations with local business agents with the support of Otis’ Labor Relations team

• Responsible for the hire and onboarding of new team members

• Provide expert technical knowledge for any project that needs additional oversight or intervention

Education 

• Bachelor’s degree highly desired, with 5 years of experience 

• High school, or equivalent, plus 10 years of relevant experience 

• Possess overall knowledge of product and product application; service techniques and procedures; ability to understand financial statements; legal awareness to contract terms and conditions

Work Experience 

• Multiple years of experience in various assignments within the Company, in the Elevator industry, or in another service-oriented business

• 5+ years people leadership experience in the elevator industry, or related industry 

• Proven experience understanding financial statements, commercial contracts, and overall product knowledge and application 

• Strong desire for candidates who have a proven track record of meeting financial goals and objectives

Basic Qualifications 

• Bachelor’s degree highly desired, with 5 years of experience OR 

• Technical or Vocational degree, with 8 years of relevant experience 

• High school, or equivalent, plus 10 years of relevant experience 

• Ability to work in a highly team-oriented and dynamic environment 

• Candidate must demonstrate strong written and verbal communication skills to effectively develop expectations and relationships with internal and external customers 

• Needs to be self-motivated and able to manage many simultaneous projects and responsibilities 

• Successful candidate should be very comfortable in a technical environment utilizing Microsoft based computer software 

• Strong leadership skills, goal-orientated, and self-motivated with excellent time management and organizational skills 

• Knowledge and strict enforcement of company EH&S policy and processes