Service 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 ServiceManager – Sales and Operations to lead a high performing team within the Madison & Milwaukee operating territory (OT). 

The Service Manager – Sales and Operations,is managing all sales and operations processes, providing direction for continuous improvement initiatives, and meeting or exceeding the operating territory’s (OT) business objectives. You will lead the service sales and operations colleague activities related to building and maintaining current customer loyalty and expanding the existing portfolio.You willbe 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 Madison & Milwaukee’s operating territory in direct reporting partnership with the General Manager.

Your Leadership Impact

• Partner with and support the General Manager in all areas of service sales and operations to develop and implement the operating territory service sales and operations business plan for both financial and non-financial objectives

• Lead the performance of field operations for all service/maintenance projects and service sales while maintainingproject 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

• Expand customer portfolio and unit count while providing best in class partnership and support leading to the growth of business and increasing continued customer loyalty in service and repair

• 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

• Develop a keen sense for key prospective customers within the OT and manage all accounts regarding any at risk or cancellations while increasing customer loyalty

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

• Set budgets for material and labor within Otis 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 Ensure coordination of personnel and product safety responsibilities including driving personnel safety training and process adherence and the execution of proper technical training and equipment testing

• Coordinate all material deliveries and issuing purchase orders

• 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

• Interface with Product Line experts on operational challenges, including but not limited to product issues, safety concerns, parts fulfillment

• Lead the resolution of all customer issues within your OT as the key point of escalation including collection efforts and contractual disputes

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

Your Experience

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 business to business sales experience 

• 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

• 5+ years elevator industry management experience strongly preferred

• 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 strong time management and organizational skills

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