Sr Manager, San Francisco Service Ops

Otis Elevator Co.•San Francisco, CA

34d•$150,000 - $210,000•Onsite

About The Position

Otis Elevator Company is seeking a highly motivated Sr Manager, Field Service Operations to provide direction, support, and leadership for the maintenance business within the San Francisco operating territory. The role is responsible for territory service quality, operational and financial performance, customer issue resolution, team development, and safety. The manager also provides technical direction to field staff and participates in large bids.

Requirements

Bachelor’s degree with 5 years of experience, or high school education (or equivalent) with 10 years of relevant experience.
Multiple years of experience in various assignments within Otis, the elevator industry, military leadership, or another service-oriented business.
5 or more years of people leadership experience in the elevator industry or a related industry.
Experience understanding financial statements and commercial contracts, and knowledge of products and their applications.
Knowledge of service techniques and procedures and legal awareness of contract terms and conditions.
Ability to work in a highly team-oriented, dynamic environment.
Strong written and verbal communication skills to develop expectations and relationships with internal and external customers.
Self-motivation and ability to manage multiple simultaneous projects and responsibilities.
Comfort working in a technical environment using Microsoft-based computer software.
Strong leadership, goal orientation, time management, and organizational skills.
Knowledge of and commitment to strict enforcement of company EH&S policies and processes.
Work authorization in the United States; Otis does not support H-1B or TN sponsorship for this position.

Nice To Haves

Bachelor’s degree is highly desired.
5 or more years of elevator-industry management experience is strongly preferred; military leadership, operations leadership, or other relevant experience is also considered.
A proven track record of meeting financial goals and objectives.

Responsibilities

Drive field efficiency and quality improvements to meet labor and material margin plans.
Meet goals for maintenance completion (MCP and P1 percentages), callback and FTF rates, units with no OMMS activity, and OCM process adherence.
Meet or exceed Otis ONE installation plans and keep unplugged Otis ONE units below 3%.
Lead O hour LEAP initiatives for the territory.
Work with the NAA Fleet Manager to ensure company vehicles comply with the vehicle matrix role and transition vehicles to hybrid or electric to reduce greenhouse gas emissions.
Promote diversity in field workforce hiring by requesting diverse candidate slates in writing to the union for every hiring opportunity.
Provide ongoing training, development, and leadership to the Maintenance operations team.
Provide technical direction to field operations staff and participate in large bids.
Be responsible for service quality in the designated territory.
Investigate and resolve critical customer issues involving Otis and non-Otis products.
Report and present recommendations regarding product designs and performance requirements.
Monitor field tests, first inspections, and data reports.
Consult with service supervisors, mechanics, and adjusters about product performance problems.
Proactively support the region in addressing malfunctioning equipment.
Assess complaint patterns and determine solutions so projects are completed satisfactorily and within a reasonable timeframe.
Drive a territory-wide safety culture through communication, discipline, recognition, and training.
Enforce company EH&S policies and processes.

Benefits

401(k) plan with company match and a separate automatic retirement contribution.
Medical, prescription drug, dental, and vision coverage for colleagues and eligible dependents, beginning on the first day of employment.
Three weeks of paid vacation and paid company holidays.
Paid sick leave.
Employee assistance and wellness incentive programs.
Life insurance and disability coverage.
Voluntary legal, pet, home, and auto insurance.
Birth/adoption and parental leave benefits.
Adoption assistance.
Tuition reimbursement.
Peer recognition and service anniversary awards.
Spot performance bonus opportunities.