Service Operations Manager

Description

• Engage in pro-active labor relations with local business agents with the support of Schindler’s Labor Relations team.
• Ensure process adherence to a strong customer excellence plan designed to deliver high quality service and grow loyalty with customers.
• Responsible for managing operational budget via appropriate asset management measures and proper billing procedures.
• Provide expert technical knowledge for any project that needs additional oversight or intervention.
• Advise Superintendents on manpower movement, particularly specialists, including but not limited to adjusters, hydraulic mechanics, escalator mechanics.
• Ensure coordination of personnel and product safety responsibilities in partnership with Field Quality Excellence organization including driving personnel safety training and process adherence and the execution of proper technical training and equipment testing.
• Execute the territory operations business plan in support of the region’s financial and non-financial objectives and support the implementation of territory operations initiatives.
• Develop and coordinate implementation of operational BDPs for service delivery cost improvement goals on each initiative.
• Integrity and Trust: Foster honest, ethical relationships.
• Interface with Product Line experts on operational challenges, including but not limited to product issues, safety concerns, parts fulfillment.
• Create Value for the Customer: Deliver innovative, reliable solutions.
• Safety: Uphold the highest safety standards for all.
• Responsible for managing, mentoring and leading a team of Field Superintendents and Project Managers by setting and clarifying employee objectives, managing their ongoing performance and continuously developing their skills, all in an effort to drive the service team to meet required financial targets/metrics and performance KPIs.
• Responsible for the hire and onboarding of new Service Superintendents and Project Managers.
• Establish procedures and leadership practices to create a business environment for participative management, maintain high morale of subordinates and demonstrate strong support of Schindler’s cultural beliefs and best practices.
• Develop a recommended operational budget in partnership with the General Manager and manage expenditures within approved specifications for time and materials and other fixed assets including parts inventory, company tools and vehicles for the most cost-effective results.
• Develop and maintain strong commercial relationships with key customers and influential industry consultants through personal contact and staff assignments.
• 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 technicians in performance reviews.
• Ensure all required service operations meetings are effective. Lead meetings where appropriate.

Requirements

• Multiple years of experience in various assignments within the Company, in the Elevator industry, or in another service-oriented business.
• BA/BS Business / Management / Engineering
• P&L management experience for an industrial company.
• Possess overall knowledge of product and product application; service techniques and procedures; ability to understand financial statements; legal awareness to contract terms and conditions.
• People management experience

Benefits

• Tuition Reimbursement - Eligible after 6 months of service.
• Fully vested 401k match, up to 7% of total eligible compensation.
• A wide range of development opportunities to boost your professional and leadership growth.
• Competitive Medical, Dental and Vision Plans - Effective from first day of hire.
• Parental Leave – 100% base pay for 6 consecutive weeks within first year of a child’s birth or adoption.
• 3 weeks’ vacation which increases with tenure, 7 sick days, 3 floating holidays and 8 Company Observed Holidays.

Training + Development

Interview process

Visa Sponsorship

Security clearance