Sr Manager, Service Quality Expert at Otis Elevator Co. in Farmington, CT | Kablio

Role

Description

issue resolution

process design

compliance monitoring

documentation

escalation management

field training

Work with the Key Accounts organization and local branch offices to identify and resolve issues that drive productivity and quality within Key Accounts
Recommend, implement and update changes in maintenance service documentation, methods, process design and delivery, monitor field performance for contract compliance and address deficiencies within region and branches.
Assist and oversee escalations from Key Account customers by prioritizing, resolving and responding appropriately to these escalations.
Conduct field education training ensuring that we meet contract requirements for each Key Account.

Requirements

excel

smartsheet

qliksense

salesforce

bachelor's

supervisor

Knowledge of Microsoft Excel, PowerPoint, Smartsheet, Qlik Sense, and Salesforce
Some travel expected in the United States.
Ability to provide training to individuals as well as groups of up to 30 people
Knowledge of Otis IT systems, apps, and field business processes
Otis supervisor experience strongly preferred
Strong champion of Otis Absolutes of Safety, Ethics and Quality
Energetic, team-oriented, and willing and able to take innovative approaches to meet our objectives
Ability to analyze and use data to recommend and develop action plans to drive quality and efficiency improvements
Bachelor's degree and 4 years of relevant experience or 7+ years relevant experience.
Strong customer focus and problem resolution skills

Benefits

We offer generous birth/adoption and parental leave benefits, as well as adoption assistance, to support growing families.
Recognize and be recognized! We celebrate service anniversaries and offer spot performance bonus opportunities to show our appreciation.
Life insurance and disability coverage to protect you and your family.
Pursue your educational goals with our tuition reimbursement program.
Enjoy three weeks of paid vacation, along with paid company holidays
Voluntary benefits, including options for legal, pet, home, and auto insurance.
We offer a 401(k) plan with a generous company match and an automatic retirement contribution for your future financial security from day one of your employment, you and your eligible dependents will receive comprehensive medical, prescription drug, dental, and vision coverage.
We provide paid sick leave, employee assistance, and wellness incentive programs to support your well-being.

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

otis does not support visa sponsorship (e.g., h-1b, tn) for this role.

Security clearance

Information not given or found

Company

Overview

1853 Founded

Year of Establishment

Operates as a leader in vertical transportation solutions.

Pioneered the first passenger elevator, revolutionizing urban transportation.
Serves a wide range of sectors, including residential, commercial, and infrastructure projects.
Their work can be seen in iconic structures like the Burj Khalifa.
Focuses on safety, efficiency, and sustainability in urban spaces.
Advanced smart elevator systems enhance user experience and energy efficiency.

Culture + Values

We put people at the center of everything we do.
We are reliable, smart and focused on the future.
We are creating a more personal, connected world.
We roll up our sleeves to get it done.

Environment + Sustainability

50% Reduction

Emissions Target

Aims to cut Scope 1 and Scope 2 emissions by half by 2030.

100% Certification

Zero-Waste Goal

Seeks to achieve zero-waste-to-landfill certification for all factories by 2025.

30% CO₂ Reduction

Emissions Achievement

Factories have reduced CO₂ emissions by more than 30% since 2015.

6.62M lbs Recycled

Waste Diversion

Florence, SC factory recycled over 6.6 million pounds of sheet metal in a year.

Achieve carbon neutrality for factory electricity by 2030.
Complete ISO 14001 certification for all factories by 2025.
Spanish plants: San Sebastián factory LEED Platinum and 100% renewable energy; Vigo plant solar panels reducing electricity use ~30%, cutting ~44 metric tons CO₂/year.
Science‑Based Targets initiative–approved goals: reduce absolute Scope 1 & 2 GHG emissions 55% by 2033 (2021 base year); reduce Scope 3 emissions 33% by 2033.

Inclusion & Diversity

34% Women Executives

Women in Leadership

34 percent of the company’s executives identify as women, reflecting gender diversity at the executive level.

26% Diverse Executives

Ethnic/Racial Diversity

26 percent of U.S.-based executives are ethnically or racially diverse, contributing to broader representation.

56% Diverse Board

Diverse Representation

Over half of the Board members are women, ethnically diverse, or both.

100% Gender Parity

Gender Parity Target

Aiming for equal gender representation in executive ranks by 2030.

Employee Resource Groups support colleagues in field operations, Black/African American communities, LGBTQ+ individuals, and others.
A six-point framework guides initiatives in anti-racism, bias education, STEM pipeline development, mental health support, and social justice.

Articles

Careers at Otis

Innovation

Sustainability

Role

Description

issue resolution

process design

compliance monitoring

documentation

escalation management

field training

Work with the Key Accounts organization and local branch offices to identify and resolve issues that drive productivity and quality within Key Accounts
Recommend, implement and update changes in maintenance service documentation, methods, process design and delivery, monitor field performance for contract compliance and address deficiencies within region and branches.
Assist and oversee escalations from Key Account customers by prioritizing, resolving and responding appropriately to these escalations.
Conduct field education training ensuring that we meet contract requirements for each Key Account.

Requirements

excel

smartsheet

qliksense

salesforce

bachelor's

supervisor

Knowledge of Microsoft Excel, PowerPoint, Smartsheet, Qlik Sense, and Salesforce
Some travel expected in the United States.
Ability to provide training to individuals as well as groups of up to 30 people
Knowledge of Otis IT systems, apps, and field business processes
Otis supervisor experience strongly preferred
Strong champion of Otis Absolutes of Safety, Ethics and Quality
Energetic, team-oriented, and willing and able to take innovative approaches to meet our objectives
Ability to analyze and use data to recommend and develop action plans to drive quality and efficiency improvements
Bachelor's degree and 4 years of relevant experience or 7+ years relevant experience.
Strong customer focus and problem resolution skills

Benefits

We offer generous birth/adoption and parental leave benefits, as well as adoption assistance, to support growing families.
Recognize and be recognized! We celebrate service anniversaries and offer spot performance bonus opportunities to show our appreciation.
Life insurance and disability coverage to protect you and your family.
Pursue your educational goals with our tuition reimbursement program.
Enjoy three weeks of paid vacation, along with paid company holidays
Voluntary benefits, including options for legal, pet, home, and auto insurance.
We offer a 401(k) plan with a generous company match and an automatic retirement contribution for your future financial security from day one of your employment, you and your eligible dependents will receive comprehensive medical, prescription drug, dental, and vision coverage.
We provide paid sick leave, employee assistance, and wellness incentive programs to support your well-being.

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

otis does not support visa sponsorship (e.g., h-1b, tn) for this role.

Security clearance

Information not given or found

Company

Overview

1853 Founded

Year of Establishment

Operates as a leader in vertical transportation solutions.

Pioneered the first passenger elevator, revolutionizing urban transportation.
Serves a wide range of sectors, including residential, commercial, and infrastructure projects.
Their work can be seen in iconic structures like the Burj Khalifa.
Focuses on safety, efficiency, and sustainability in urban spaces.
Advanced smart elevator systems enhance user experience and energy efficiency.

Culture + Values

We put people at the center of everything we do.
We are reliable, smart and focused on the future.
We are creating a more personal, connected world.
We roll up our sleeves to get it done.

Environment + Sustainability

50% Reduction

Emissions Target

Aims to cut Scope 1 and Scope 2 emissions by half by 2030.

100% Certification

Zero-Waste Goal

Seeks to achieve zero-waste-to-landfill certification for all factories by 2025.

30% CO₂ Reduction

Emissions Achievement

Factories have reduced CO₂ emissions by more than 30% since 2015.

6.62M lbs Recycled

Waste Diversion

Florence, SC factory recycled over 6.6 million pounds of sheet metal in a year.

Achieve carbon neutrality for factory electricity by 2030.
Complete ISO 14001 certification for all factories by 2025.
Spanish plants: San Sebastián factory LEED Platinum and 100% renewable energy; Vigo plant solar panels reducing electricity use ~30%, cutting ~44 metric tons CO₂/year.
Science‑Based Targets initiative–approved goals: reduce absolute Scope 1 & 2 GHG emissions 55% by 2033 (2021 base year); reduce Scope 3 emissions 33% by 2033.

Inclusion & Diversity

34% Women Executives

Women in Leadership

34 percent of the company’s executives identify as women, reflecting gender diversity at the executive level.

26% Diverse Executives

Ethnic/Racial Diversity

26 percent of U.S.-based executives are ethnically or racially diverse, contributing to broader representation.

56% Diverse Board

Diverse Representation

Over half of the Board members are women, ethnically diverse, or both.

100% Gender Parity

Gender Parity Target

Aiming for equal gender representation in executive ranks by 2030.

Employee Resource Groups support colleagues in field operations, Black/African American communities, LGBTQ+ individuals, and others.
A six-point framework guides initiatives in anti-racism, bias education, STEM pipeline development, mental health support, and social justice.

Articles

Careers at Otis

Innovation

Sustainability