Manager, Service Ops

Otis Elevator Co.•Phoenix, AZ

43d•Onsite

About The Position

Otis Elevator Company is seeking a Manager, Service Operations in Phoenix, Arizona. The role leads day-to-day service operations for a team of approximately 10 elevator mechanics, primarily supporting the downtown Phoenix territory. The manager coordinates field activities, supports employees, addresses service needs, and helps deliver strong customer service. It is suited to an experienced elevator-industry or adjacent mechanical/technical professional preparing to move into operations leadership; prior supervisory experience is not required. The position involves coordinating labor, schedules, service visits, and field work; supporting resolution of inspection corrections, missed work, and customer service requests; and maintaining a focus on safety, quality, productivity, and customer service. The manager communicates with customers and internal partners, uses Salesforce, CRM, scheduling, and other computer-based systems, and works with the team to address operational challenges and improve service delivery and efficiency. Otis describes itself as a global elevator and escalator manufacturing, installation, and service company with approximately 72,000 employees and operations in more than 200 countries and territories. The company highlights its values of Safety, Ethics, and Quality, along with employee opportunities, training, and resources.

Requirements

Elevator industry knowledge and experience; relevant experience in a mechanical or technical environment may also be considered.
Strong written and verbal communication skills and confidence building relationships and communicating directly with customers, including to resolve service issues.
Ability to lead, coordinate, and support field employees in a fast-paced environment.
Strong computer skills and ability to quickly learn scheduling, work management, and Salesforce/CRM systems.
Strong organizational, time-management, and problem-solving skills, including the ability to adapt and manage multiple priorities.
Bachelor’s degree preferred; a high school diploma combined with relevant work experience may be considered instead.
Work authorization: Otis does not support sponsorship, such as H-1B or TN petitions/applications, for this position.

Nice To Haves

Strong understanding of elevator field operations.
Bachelor’s degree.

Responsibilities

Lead day-to-day field service operations for approximately 10 elevator mechanics.
Coordinate and schedule labor resources, service visits, and field activities to support customer needs and efficient operations.
Support resolution of inspection-related corrections, missed work, service requests, and other field operational needs.
Maintain a focus on safety, quality, productivity, and customer service across field operations.
Develop and maintain professional, productive relationships with field employees, customers, and internal partners.
Communicate directly with customers, including helping resolve complex or challenging service situations.
Use Salesforce, CRM, scheduling, and other computer-based systems to assign work, coordinate field activities, and support daily operations.
Identify operational challenges and work with the team to develop solutions that improve service delivery and efficiency.
Provide leadership and day-to-day support to field employees to ensure work is coordinated effectively.

Benefits

401(k) plan with a generous company match and automatic retirement contribution.
Medical, prescription drug, dental, and vision coverage for employees and eligible dependents.
Three weeks of paid vacation and paid company holidays.
Paid sick leave, employee assistance, and wellness incentive programs.
Life insurance and disability coverage.
Voluntary legal, pet, home, and auto insurance options.
Birth/adoption and parental leave benefits, as well as adoption assistance.
Tuition reimbursement.
Service-anniversary recognition and spot performance bonus opportunities.
Training and resources to build leadership and professional capabilities.
Employee Scholar Program sponsorship for colleagues pursuing degrees or certification programs.