Date Posted:

2024-11-04

Country:

United States of America

Location:

OT401: TAI - CHARLOTTE, NC 9625-G Southern Pines Blvd, CHARLOTTE, NC, 28273 USA

We are made to MOVE you.  Moving 2.3 billion people a day, Otis is the World’s leading provider of elevators, escalators, and walkways.  We give people freedom to connect in a taller, faster, smarter world.   

Otis Elevator Company is searching for a highly motivated Service Manager – Sales and Operations to lead a high performing team within the Charlotte 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 Charlotte's 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 

 

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day. 

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.  

You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 69,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.  

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.  

We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.   

Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do.  We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here.  

Become a part of the Otis team and help us #Buildwhatsnext! 

Otis is An Equal Opportunity/Affirmative Action 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 federally protected class. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at careers@otis.com.

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