Service Operations Manager, Boston

Otis Elevator Company • Canton, MA

401d

About The Position

The Service Operations Manager at Otis Elevator Company is responsible for overseeing the daily operations of field staff within the Boston operating territory. This role focuses on ensuring superior customer satisfaction through effective management of service and maintenance projects, employee training, safety protocols, and operational efficiency. The manager will lead a high-performing team, set performance expectations, and develop action plans to address operational deficiencies while maintaining project schedules and budgets.

Requirements

• Bachelor's degree highly desired, with 5 years of experience or a Technical/Vocational degree with 8 years of relevant experience
• High school diploma or equivalent plus 10 years of relevant experience
• Multiple years of experience in various assignments within the Company or in the Elevator industry
• 5+ years of people leadership experience in the elevator or related industry
• Proven experience understanding financial statements and commercial contracts
• Strong written and verbal communication skills
• Ability to work in a highly team-oriented and dynamic environment
• Self-motivated with the ability to manage multiple projects and responsibilities
• Comfortable in a technical environment utilizing Microsoft-based software
• Knowledge of company EH&S policy and processes

Responsibilities

• 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 support Superintendents in training and performance management
• Coach, mentor, and develop the team through aligned goals and performance targets
• 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
• Recommend changes in maintenance service documentation, methods, and delivery
• Set budgets for material and labor and ensure maintenance and repair are completed within those budgets
• Conduct field education training to maintain a safe working environment
• Perform field safety audits and jobsite inspections, developing site safety plans
• Coordinate material deliveries and issue purchase orders
• Forecast and schedule labor resources, ensuring customer quality assurance and improving efficiencies
• Engage in pro-active labor relations with local business agents
• Responsible for hiring and onboarding new team members
• Provide expert technical knowledge for projects requiring additional oversight

Benefits

• Opportunities for training and resources to build leadership and capabilities
• Employee Scholar Program for pursuing degrees or certification programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Machinery Manufacturing
• Education Level: Bachelor's degree
• Number of Employees: 10,001+ employees