Otis Elevator Company is searching for a highly motivated Service Manager – Sales and Operations to lead a high performing team within the Virginia Operating territory (OT). The Service Manager – Sales and Operations, is managing all sales and operations processes, providing direction for continuous improvement initiatives, and meeting or exceeding the operating territory’s (OT) business objectives.
You will lead the service sales and operations colleague activities related to building and maintaining current customer loyalty and expanding the existing portfolio. You will be responsible for day-to-day management of field staff, employee selection, field training, and safety. This individual will also lead operations efforts and priorities to ensure superior customer satisfaction in the assigned operating territory in direct reporting partnership with the General Manager.
Your Leadership Impact
Partner with and support the General Manager in all areas of service sales and operations to develop and implement the operating territory service sales and operations business plan for both financial and non-financial objectives
Lead the performance of field operations for all service/maintenance projects and service sales while maintaining project schedules and ensure deadlines are met
Set expectations for Field Technician engagement and provide Superintendents with the support necessary to provide ongoing training and performance management essential to productivity and quality improvement and ensuring the active participation of all mechanics in performance reviews
Expand customer portfolio and unit count while providing best in class partnership and support leading to the growth of business and increasing continued customer loyalty in service and repair
Develop action plans to address deficiencies regarding safety, callback rates, and technical support
Generate field leads and assist service sales representatives in selling upgrades and repairs
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Develop a keen sense for key prospective customers within the OT and manage all accounts regarding any at risk or cancellations while increasing customer loyalty
Recommend and detail changes in maintenance service documentation, methods, process, design, and delivery
Set budgets for material and labor within Otis guidelines and complete the required maintenance and repair within those budgets
Conduct field education training ensuring that we create and maintain a safe working environment
Perform field safety audits, jobsite inspections, and develop site safety/logistics plans Ensure coordination of personnel and product safety responsibilities including driving personnel safety training and process adherence and the execution of proper technical training and equipment testing
Coordinate all material deliveries and issuing purchase orders
Engage in pro-active labor relations with local business agents with the support of Otis’ Labor Relations team
Responsible for the hire and onboarding of new team members
Interface with Product Line experts on operational challenges, including but not limited to product issues, safety concerns, parts fulfillment
Lead the resolution of all customer issues within your OT as the key point of escalation including collection efforts and contractual disputes
Coach, mentor, and develop your team of Sales and Operations through aligned and clear sales goals and continued performance directly tied to targets and sales KPIs
Your Experience:
5+ years elevator industry management experience strongly preferred
5+ years people leadership experience in the elevator industry, or related industry
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
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.
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
Work Authorization:
Given the nature of the position, Otis Elevator does not support sponsorship, e.g. H-1B or TN petitions/applications, for this position.
The salary range for this role is $130000- $170,000. We may ultimately pay more or less than the posted range, and the range may change in the future. Pay within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, and business or organizational needs.
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 wo
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