Service Manager, Virginia

Otis Elevator Company-posted about 1 year ago
Full-time • Mid Level
Richmond, VA
10,001+ employees
Machinery Manufacturing
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The Service Manager - Sales and Operations at Otis Elevator Company is responsible for leading a high-performing team within the Virginia operating territory. This role involves managing all sales and operations processes, driving continuous improvement initiatives, and ensuring the achievement of business objectives. The Service Manager will oversee field staff, enhance customer loyalty, and expand the existing customer portfolio while ensuring superior customer satisfaction and operational efficiency.

  • Manage all sales and operations processes within the Virginia operating territory.
  • Lead the performance of field operations for service/maintenance projects and service sales.
  • Set expectations for Field Technician engagement and support Superintendents in training and performance management.
  • Expand customer portfolio and unit count while enhancing customer loyalty in service and repair.
  • Develop action plans to address deficiencies in safety, callback rates, and technical support.
  • Generate field leads and assist service sales representatives in selling upgrades and repairs.
  • Manage accounts at risk of cancellation and increase customer loyalty.
  • Recommend changes in maintenance service documentation and processes.
  • Set budgets for material and labor and ensure compliance with Otis guidelines.
  • Conduct field education training to maintain a safe working environment.
  • Perform field safety audits and develop site safety/logistics plans.
  • Coordinate material deliveries and issue purchase orders.
  • Engage in proactive labor relations with local business agents.
  • Hire and onboard new team members.
  • Interface with Product Line experts on operational challenges.
  • Lead the resolution of customer issues and contractual disputes.
  • Coach, mentor, and develop the Sales and Operations team.
  • Bachelor's degree highly desired, with 5 years of experience or high school plus 10 years of relevant experience.
  • Multiple years of experience in various assignments within the Elevator industry or a service-oriented business.
  • 5+ years of business-to-business sales experience.
  • 5+ years of people leadership experience in the elevator industry or related industry.
  • Proven experience understanding financial statements and commercial contracts.
  • Strong written and verbal communication skills.
  • Self-motivated with the ability to manage multiple projects and responsibilities.
  • Comfortable in a technical environment utilizing Microsoft-based software.
  • Strong leadership skills with time management and organizational abilities.
  • Experience in the elevator industry management is strongly preferred.
  • Knowledge of company EH&S policy and processes.
  • Opportunities for training and resources to build leadership and capabilities.
  • Employee Scholar Program for pursuing degrees or certification programs.
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