Otis Elevator Co.
Otis Elevator Company is seeking a highly motivated Service Manager to lead a high performing team within the Seattle operating territory (OT). The Service Manager is responsible for day-to-day management of field staff, employee selection, field training, safety, and delivering superior customer satisfaction in the Seattle OT. You will lead operations efforts and priorities in collaboration with the General Manager to meet or exceed the OT business objectives.
Your Leadership Impact
Partner with and support the General Manager in all areas of service operations to develop and implement the operating territory and operations business plan for both financial and non-financial objectives Lead the performance of field operations for service/maintenance projects, maintain project schedules, and ensure deadlines are met Set expectations for Field Technician engagement, provide Superintendents with training and performance management support, and ensure active participation of all mechanics in performance reviews Expand customer portfolio and unit count while delivering best-in-class partnership and support to grow business and maintain customer loyalty Develop action plans to address safety, callback rates, and technical support deficiencies Generate field leads and manage accounts, including at-risk or cancelling customers, to increase loyalty Recommend changes in maintenance service documentation, methods, processes, design, and delivery Set budgets for material and labor within Otis guidelines and complete required maintenance and repair within those budgets Conduct field education and safety training to maintain a safe working environment Perform field safety audits, jobsite inspections, and develop site safety/logistics plans; coordinate personnel and product safety responsibilities, safety training, and equipment testing Coordinate all material deliveries and issue purchase orders Engage in proactive labor relations with local business agents with support from Otis’ Labor Relations team Hire and onboard new team members; interface with Product Line experts on operational challenges, safety concerns, parts fulfillment Lead the resolution of customer issues within the OT as the key escalation point, including collection efforts and contractual disputes Coach, mentor, and develop the operations team through aligned goals and performance tied to targets and sales KPIs Your Experience
Education
Bachelor’s degree highly desired, with 5 years of experience High school, or equivalent, plus 10 years of relevant experience Knowledge of product and product application; service techniques and procedures; ability to understand financial statements; legal awareness of contract terms and conditions Work Experience
Extensive experience in elevator industry or service-oriented business 5+ years of people leadership experience in elevator or related industry Experience understanding financial statements, contracts, and product knowledge; track record of meeting financial goals Basic Qualifications
5+ years elevator industry management experience strongly preferred Ability to work in a highly team-oriented and dynamic environment Strong written and verbal communication skills to develop expectations and relationships with internal and external customers Self-motivated with ability to manage multiple projects and responsibilities Comfortable in a technical environment using Microsoft software Strong leadership, goal-orientation, time management and organizational skills Knowledge and enforcement of company EH&S policy and processes 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. Benefits
401(k) with company match and automatic retirement contribution Medical, prescription drug, dental, and vision coverage for employees and dependents Three weeks paid vacation and paid company holidays Paid sick leave and employee assistance programs Life insurance, disability coverage, voluntary benefits, parental leave, and adoption assistance Tution reimbursement program and recognition awards Salary Transparency
The salary range for this role is $136,800 - 188,000. Pay may be higher or lower based on factors including education, qualifications, certifications, experience, skills, location, and business needs. Otis is a global leader in elevator and escalator manufacturing, installation, and service. We are committed to safety, ethics, and quality, and foster a diverse, inclusive workforce.
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Partner with and support the General Manager in all areas of service operations to develop and implement the operating territory and operations business plan for both financial and non-financial objectives Lead the performance of field operations for service/maintenance projects, maintain project schedules, and ensure deadlines are met Set expectations for Field Technician engagement, provide Superintendents with training and performance management support, and ensure active participation of all mechanics in performance reviews Expand customer portfolio and unit count while delivering best-in-class partnership and support to grow business and maintain customer loyalty Develop action plans to address safety, callback rates, and technical support deficiencies Generate field leads and manage accounts, including at-risk or cancelling customers, to increase loyalty Recommend changes in maintenance service documentation, methods, processes, design, and delivery Set budgets for material and labor within Otis guidelines and complete required maintenance and repair within those budgets Conduct field education and safety training to maintain a safe working environment Perform field safety audits, jobsite inspections, and develop site safety/logistics plans; coordinate personnel and product safety responsibilities, safety training, and equipment testing Coordinate all material deliveries and issue purchase orders Engage in proactive labor relations with local business agents with support from Otis’ Labor Relations team Hire and onboard new team members; interface with Product Line experts on operational challenges, safety concerns, parts fulfillment Lead the resolution of customer issues within the OT as the key escalation point, including collection efforts and contractual disputes Coach, mentor, and develop the operations team through aligned goals and performance tied to targets and sales KPIs Your Experience
Education
Bachelor’s degree highly desired, with 5 years of experience High school, or equivalent, plus 10 years of relevant experience Knowledge of product and product application; service techniques and procedures; ability to understand financial statements; legal awareness of contract terms and conditions Work Experience
Extensive experience in elevator industry or service-oriented business 5+ years of people leadership experience in elevator or related industry Experience understanding financial statements, contracts, and product knowledge; track record of meeting financial goals Basic Qualifications
5+ years elevator industry management experience strongly preferred Ability to work in a highly team-oriented and dynamic environment Strong written and verbal communication skills to develop expectations and relationships with internal and external customers Self-motivated with ability to manage multiple projects and responsibilities Comfortable in a technical environment using Microsoft software Strong leadership, goal-orientation, time management and organizational skills Knowledge and enforcement of company EH&S policy and processes 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. Benefits
401(k) with company match and automatic retirement contribution Medical, prescription drug, dental, and vision coverage for employees and dependents Three weeks paid vacation and paid company holidays Paid sick leave and employee assistance programs Life insurance, disability coverage, voluntary benefits, parental leave, and adoption assistance Tution reimbursement program and recognition awards Salary Transparency
The salary range for this role is $136,800 - 188,000. Pay may be higher or lower based on factors including education, qualifications, certifications, experience, skills, location, and business needs. Otis is a global leader in elevator and escalator manufacturing, installation, and service. We are committed to safety, ethics, and quality, and foster a diverse, inclusive workforce.
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