Service Operations Manager

About the role

We Elevate... Quality of urban life. Our elevators, escalators, and moving walks safely transport more than two billion of us up and down buildings and across transportation hubs every day. As part of the Schindler team, you’ll discover meaningful work that enhances quality of life for communities, and contribute to making places more accessible, inclusive, and sustainable for all.

Responsibilities

• Provide management of company’s activities and functions relating to the ongoing repair, maintenance and retention of all products existing within our portfolio as well as partnering as necessary with the General Manager - Service to support any acquisition and recovery efforts for units outside our portfolio within an assigned geographic span.
• 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 a recommended operational budget in partnership with the General Manager – Service 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 coordinate implementation of operational BDPs for service delivery cost improvement goals on each initiative.
• Manage operational budget via appropriate asset management measures and proper billing procedures.
• Develop and maintain strong commercial relationships with key customers and influential industry consultants through personal contact and staff assignments.
• Ensure process adherence to a strong customer excellence plan designed to deliver high quality service and grow loyalty with customers.
• Manage, mentor and lead 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.
• Hire and on-board 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.
• Engage in pro-active labor relations with local business agents with the support of Schindler’s Labor Relations team.
• 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.
• Advise Superintendents on manpower movement, particularly specialists, including but not limited to adjusters, hydraulic mechanics, escalator mechanics.
• Ensure all required service operations meetings are effective. Lead meetings where appropriate.
• Interface with Product Line experts on operational challenges, including but not limited to product issues, safety concerns, parts fulfillment.
• 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.

Requirements

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

Qualifications

• Education

Base Salary: $127,100 - $158,800

The above represents the typical salary range for this position. Revisions to the range may be considered based on your experience, education, location, demonstrated skills, and alignment with business priorities. Please note that the compensation listed reflects only base salary and does not include commissions or longer-term incentives.

Salary range may differ based on the final geographic location of the position

Benefits

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

What’s in it for you?

• Comprehensive benefits package
• Opportunities for professional and leadership growth
• Work in a dynamic and innovative company
• Contribute to enhancing quality of life and driving innovation
• Join a team committed to safety, integrity, and sustainability

Our Core Values

• Safety: Uphold the highest safety standards for all.
• Integrity and Trust: Foster honest, ethical relationships.
• Create Value for the Customer: Deliver innovative, reliable solutions.
• Quality: Ensure excellence in every product and service.
• Commitment to People Development: Nurture our people, they are the heart of our success.