Sr Manager, Field Service Operations
About The Position
Otis Elevator Company is searching for a highly motivated Sr Manager, Field Service Operations to provide direction, support, and leadership for our maintenance business within the San Francisco operating territory (OT). Your Leadership Impact Drive field efficiency and quality improvements to meet labor and material margin plans Meet goals for maintenance completion (MCP and P1 %s), callback and FTF rates, units with no OMMS activity, and OCM process adherence Otis ONE – meet or exceed installation plans; keep Otis ONE unplugged units to <3% Lead O hour LEAP initiatives for territory Work with NAA Fleet Manager to ensure company vehicles are in compliance with vehicle matrix role; transition vehicles to hybrid or electric to reduce greenhouse gas emissions Drive diversity in field workforce hiring decisions by requesting diverse candidate slates in writing to union for every hiring opportunity Provide on-going training, development, and leadership to the Maintenance operations team Provide technical direction to field operations staff and participate in large bids Responsible for the quality of service in designated territory Investigate and resolve all critical customer issues with the use of Otis and non-Otis products Report and present on recommendations for all product designs and performance requirements Monitor field tests as well as first inspection and data reports Consult with service supervisors, mechanics and adjusters regarding problems encountered with product performance Proactively aid the region in regard to the malfunctioning of equipment Assess patterns of complaints and determine solutions to ensure projects are completed to satisfaction and within reasonable timeframe Drive a safety culture throughout territory through communication, discipline, recognition and training
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, military leadership or in another service-oriented business.
- 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
- Strong desire for candidates who have a proven track record of meeting financial goals and objectives
- 5+ years elevator industry management experience strongly preferred or military leadership, operations leadership, or relevant experience.
- 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
Responsibilities
- Drive field efficiency and quality improvements to meet labor and material margin plans
- Meet goals for maintenance completion (MCP and P1 %s), callback and FTF rates, units with no OMMS activity, and OCM process adherence
- Meet or exceed installation plans for Otis ONE; keep Otis ONE unplugged units to <3%
- Lead O hour LEAP initiatives for territory
- Ensure company vehicles are in compliance with vehicle matrix role; transition vehicles to hybrid or electric to reduce greenhouse gas emissions
- Drive diversity in field workforce hiring decisions by requesting diverse candidate slates in writing to union for every hiring opportunity
- Provide on-going training, development, and leadership to the Maintenance operations team
- Provide technical direction to field operations staff and participate in large bids
- Responsible for the quality of service in designated territory
- Investigate and resolve all critical customer issues with the use of Otis and non-Otis products
- Report and present on recommendations for all product designs and performance requirements
- Monitor field tests as well as first inspection and data reports
- Consult with service supervisors, mechanics and adjusters regarding problems encountered with product performance
- Proactively aid the region in regard to the malfunctioning of equipment
- Assess patterns of complaints and determine solutions to ensure projects are completed to satisfaction and within reasonable timeframe
- Drive a safety culture throughout territory through communication, discipline, recognition and training
Benefits
- 401(k) plan that includes generous company match and a separate automatic retirement contribution
- Comprehensive medical, prescription drug, dental and vision coverage for colleagues and their eligible dependents, beginning on their first day of employment
- Three weeks paid vacation and paid company holidays
- Paid sick leave
- Employee assistance and wellness incentive programs
- Life insurance and disability coverage
- Voluntary benefits, such as legal, pet, home, and auto insurance
- Birth/adoption and parental leave benefits
- Adoption assistance
- Tuition reimbursement program
- Peer recognition and service anniversary awards, as well as spot performance bonus opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Manager
