Job Opportunities Service Operations Manager

Schindler Elevator • Pittsburgh, PA

1d • Onsite

About The Position

The Service Operations Manager oversees company activities related to the ongoing repair, maintenance, and retention of products in the assigned portfolio. The role also partners with the district General Manager as needed on acquisition and recovery efforts for units outside the portfolio within an assigned geographic area. The work is performed to achieve customer satisfaction and the region’s strategic business objectives.

The manager executes the territory operations business plan, supports regional objectives and initiatives, develops a recommended operational budget with the General Manager, manages spending, and coordinates business development plans for improving service-delivery costs. The role oversees operational budgeting, asset management, billing procedures, customer relationships, and adherence to a customer excellence plan.

The position leads and develops Field Superintendents and Project Managers, including setting objectives, managing performance, hiring and onboarding, and supporting training and employee engagement. It establishes procedures and leadership practices that support participative management, morale, and the company’s cultural beliefs; supports proactive labor relations; and advises Superintendents on workforce assignments. The manager also leads or participates in service operations meetings, provides technical oversight on challenging projects, interfaces with Product Line experts, and coordinates personnel and product safety responsibilities, training, process adherence, and equipment testing.

Requirements

• Bachelor’s degree.
• Multiple years of experience in various assignments within the company, the elevator industry, or another service-oriented business.
• People management experience.
• Progressive leadership experience in industrial service, field service, maintenance, equipment service, manufacturing support, or related operational environments.
• P&L management experience for an industrial company.

Responsibilities

• Execute the territory operations business plan in support of regional financial and non-financial objectives and support implementation of territory operations initiatives.
• Develop a recommended operational budget with the General Manager and manage expenditures within approved specifications.
• Develop and coordinate operational business development plans for service-delivery cost improvement initiatives.
• Manage the operational budget through appropriate asset management and proper billing procedures.
• Develop and maintain commercial relationships with key customers and influential industry consultants through personal contact and staff assignments.
• Ensure adherence to a customer excellence plan intended to deliver high-quality service and grow customer loyalty.
• Manage, mentor, and lead Field Superintendents and Project Managers by setting objectives, managing performance, and developing their skills.
• Hire and onboard new Service Superintendents and Project Managers.
• Establish procedures and leadership practices that promote participative management and morale and support the company’s cultural beliefs and best practices.
• Engage in proactive labor relations with local business agents.
• Set expectations for Field Technician engagement and support Superintendents in providing ongoing training and performance management.
• Advise Superintendents on manpower movement.
• Ensure required service operations meetings are effective and lead meetings where appropriate.
• Provide technical expertise and oversight or intervention for projects as needed.
• Interface with Product Line experts regarding operational challenges.
• Coordinate personnel and product safety responsibilities, including safety training, process adherence, technical training, and equipment testing.
• Partner with the district General Manager as needed on acquisition and recovery efforts for units outside the company’s portfolio in the assigned geographic area.

Benefits

• Fully vested 401(k) match, up to 7% of total eligible compensation.
• Medical, dental, and vision plans effective from the first day of hire.
• Three weeks’ vacation, increasing with tenure.
• Seven sick days.
• Three floating holidays and eight company-observed holidays.
• Tuition reimbursement, eligible after six months of service.
• Parental leave at 100% of base pay for six consecutive weeks within the first year of a child’s birth or adoption.
• Development opportunities for professional and leadership growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager