Sr Manager, Field Quality, US and Canada

Otis Elevator Co.

17d•Remote

About The Position

Moving people. Shaping the future. At Otis, we take pride in leading the industry we founded – elevators, escalators and moving walkways. We became an independent, publicly traded company in early 2020 and are excited about our future as we implement our Otis Vision Statement: We give people freedom to connect and thrive in a taller, faster, smarter world. We feel there has never been a better time to join our team. The position provides strategic leadership and operational support to the Operating Area Quality Function, ensuring alignment with Operating Unit strategy and achievement of quality objectives. The role drives operational excellence across Operating Area and Operating Territory organizations by establishing and monitoring aligned KPIs, leading initiatives to improve field quality performance, and deploying best practices across the region. This role reports directly to the Director of Field Quality for the Americas. As a Sr Mgr, Field Quality for the US & Canada, on a typical day you will: Responsible for Operating Area callback reduction efforts and deploy best practice identified across Operating Areas in the Eastern Region Develop strategic plans to reduce callbacks and COPQ by creating, analyzing and distributing Key Process Indicators (KPI) reports including customer feedback, quality and financial metrics Work with field service to improve quality of Installation Process Responsible for Field Turnback (FTB) management, focusing on timely provision of FTB data with aim to reduce the Identification phase to necessary minimum. Oversee Cancellation and Customer Experience Understand customer experience through follow up KPI Support analysis by applying Continuous Improvement tools Participate in Product Safety investigation and work closely with regional team achieving planned PASS closing ratio Follow up PUI completion plans and labor cost with Operating Territories Identify and Develop Quality skills/talent across Operating Areas field organizations Coordinate cross-functional teams to drive Relentless Root Cause Analysis (RRCA) on quality issues. Take responsibility for identifying and leading key defect solutions to conclusion within the organization that may originate from the factories, Service Centers, Suppliers and/or the Field Lead resolution of customer and major field quality issues, escalate where appropriate. Participate in internal customer board meetings to help product team prioritize on quality improvement programs. Create presentations on status of projects, product quality, reliability and/or safety issues and present to senior management Some travel may be required If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day. Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide, the industry's largest Service portfolio. You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 72,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company. When you join Otis, you become part of an innovative global industry leader with a resilient business model. You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge. We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs. Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do. We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here. Become a part of the Otis team and help us #Buildwhatsnext! Otis is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other protected class according to applicable law. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at [email protected]. Privacy Policy and Terms: Click on this link to read the Policy and Terms We go to great lengths to hire and develop the best people, and offer a supportive environment where employees are motivated and empowered to perform at their full potential. Today, we continue pushing the boundaries of what's possible to thrive in a taller, faster, smarter world.

Requirements

Bachelor’s degree in quality, engineering, business field related or equivalent experience
Minimum of 5 years of relevant work experience in Field New Installation/Service processes and Product experience.
Experience and understanding of Field Operations & Sales is necessary
Successful track record with learning technical information and adapting to new concepts, capabilities, or tools as needed.
Understanding of elevators and/or escalators is a requirement.
Demonstrated ability to manage and analyze data to develop and report out on trends and metrics in an easy-to-understand format
Excellent interpersonal and communication skills with the ability to manage and lead by “influence”
Strong agility to navigate in complex organizations, to adapt to change and to solve complex issues.
Result-oriented mindset
Continuous improvement experience
Some travel may be required

Responsibilities

Responsible for Operating Area callback reduction efforts and deploy best practice identified across Operating Areas in the Eastern Region
Develop strategic plans to reduce callbacks and COPQ by creating, analyzing and distributing Key Process Indicators (KPI) reports including customer feedback, quality and financial metrics
Work with field service to improve quality of Installation Process
Responsible for Field Turnback (FTB) management, focusing on timely provision of FTB data with aim to reduce the Identification phase to necessary minimum.
Oversee Cancellation and Customer Experience
Understand customer experience through follow up KPI
Support analysis by applying Continuous Improvement tools
Participate in Product Safety investigation and work closely with regional team achieving planned PASS closing ratio
Follow up PUI completion plans and labor cost with Operating Territories
Identify and Develop Quality skills/talent across Operating Areas field organizations
Coordinate cross-functional teams to drive Relentless Root Cause Analysis (RRCA) on quality issues.
Take responsibility for identifying and leading key defect solutions to conclusion within the organization that may originate from the factories, Service Centers, Suppliers and/or the Field
Lead resolution of customer and major field quality issues, escalate where appropriate.
Participate in internal customer board meetings to help product team prioritize on quality improvement programs.
Create presentations on status of projects, product quality, reliability and/or safety issues and present to senior management