Manager, Service Operations

About the Role

Day‑to‑day duties include guaranteeing field employee safety and service quality across the territory, planning and organizing service activities to meet customer needs and company standards, and allocating manpower and materials efficiently. You will conduct field education training, improve route schedules and callback rates, and provide technical support either directly or by directing to experts. Additionally, you will authorize repair orders, track their completion, and drive changes for better efficiency and communication. • Ensure field employee safety and high‑quality service across the territory. • Plan, organize, and manage service activities to meet customer needs and company standards. • Allocate manpower and materials efficiently for optimal resource utilization. • Conduct field education and training to improve workforce performance. • Optimize route schedules and reduce callback rates for greater efficiency. • Provide technical support to field staff or coordinate with specialist experts. • Authorize and track repair orders through completion. • Lead initiatives that enhance communication and operational efficiency.

Key Responsibilities

• ▸safety management
• ▸resource allocation
• ▸field training
• ▸route optimization
• ▸technical support
• ▸repair orders

What You Bring

The position requires a high school diploma at minimum, with a BA/BS degree or equivalent experience preferred and at least seven years of relevant work experience. Prior experience managing a team of technicians and demonstrated leadership are essential; elevator industry experience is a plus. Strong communication, computer and technology skills, business acumen, and a passion for customer service are needed. Travel within the assigned territory and a valid driver’s license are required. • Minimum high school diploma; BA/BS degree preferred or equivalent experience. • At least 7 years of relevant experience, including managing technician teams. • Proven leadership skills in a dynamic, team‑oriented environment. • Strong communication, computer, and technology proficiency. • Passion for customer service and solid business acumen. • Ability to travel within the territory and hold a valid driver’s license.

Requirements

• ▸ba/bs
• ▸7+ years
• ▸team management
• ▸leadership
• ▸communication
• ▸driver’s license

Benefits

Benefits include a 401(k) plan with generous company match, automatic retirement contributions, and comprehensive medical, prescription, dental, and vision coverage for you and eligible dependents. You will receive three weeks of paid vacation, paid holidays, sick leave, and wellness incentive programs, as well as life and disability insurance. Otis offers voluntary benefits such as legal, pet, home, and auto insurance, plus generous parental and adoption leave and tuition reimbursement through an Employee Scholarship Program. Additional perks include performance bonuses, recognition for service anniversaries, and intensive training in technology, processes, and soft skills. Career progression is supported through funded study schemes and mentorship opportunities. • 401(k) with generous company match and automatic retirement contributions. • Comprehensive medical, dental, vision, and prescription coverage for employee and dependents. • Three weeks paid vacation, paid holidays, and sick leave. • Life and disability insurance, plus voluntary benefits (legal, pet, home, auto). • Generous parental and adoption leave with adoption assistance. • Tuition reimbursement and Employee Scholarship Program for continuing education. • Performance bonuses, service‑anniversary recognition, and intensive training programs.

Work Environment

Field