Service Manager - Sales and Operations

Service Manager - Sales And Operations

Otis Elevator Company is searching for a highly motivated Service Manager - Sales and Operations to lead a high performing team within the Seattle 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 Seattle 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

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 : Education

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.

Work Experience

Multiple years of experience in various assignments within the Company, in the Elevator industry, or in another service-oriented business.

5+ years business to business sales experience

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

Basic Qualifications

5+ years elevator industry management experience strongly preferred

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

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 :

Otis currently provides our colleagues with the following 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

Salary Transparency :

The salary range for this role is? $136,800 - 188,000. 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.

Otis is the world's leading elevator and escalator manufacturing, installation, and service company. We move 2 billion people every day and maintain approximately 2.2 million customer units worldwide, the industry's largest Service portfolio.

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.

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 careers@otis.com.