Service Manager - Sales and Operations

Otis Elevator Company•Irving, TX

4d•Onsite

About The Position

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 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 Dallas operating territory in direct reporting partnership with the General Manager.

Requirements

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.
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
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

Nice To Haves

5+ years elevator industry management experience strongly preferred

Responsibilities

Partner with and support the insert OT name 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 maintaining 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
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

Benefits

Uncapped earning potential
Autonomy to build your sales portfolio, including working on high-value deals
The chance to work for an industry-leading brand with an historic legacy
A real commitment to career progression with access to funded study schemes such as our industry leading Employee Scholarship Program
We offer a 401(k) plan with a generous company match and an automatic retirement contribution for your future financial security from day one of your employment, you and your eligible dependents will receive comprehensive medical, prescription drug, dental, and vision coverage.
Enjoy three weeks of paid vacation, along with paid company holidays
We provide paid sick leave, employee assistance, and wellness incentive programs to support your well-being.
Life insurance and disability coverage to protect you and your family.
Voluntary benefits, including options for legal, pet, home, and auto insurance.
We offer generous birth/adoption and parental leave benefits, as well as adoption assistance, to support growing families.
Pursue your educational goals with our tuition reimbursement program.
Recognize and be recognized! We celebrate service anniversaries and offer spot performance bonus opportunities to show our appreciation