Service Operations Manager

About the role

We Elevate... Quality of urban life. 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

• Execute the territory operations business plan in support of the region’s financial and non-financial objectives, including the implementation of key operational initiatives.
• Partner with the General Manager – Service to develop an operational budget and manage expenditures within approved guidelines, including time and materials, parts inventory, company tools, and vehicles, ensuring cost-effective results.
• Develop and coordinate the implementation of operational BDPs to drive service delivery cost improvements across initiatives.
• Manage the operational budget through effective asset management and proper billing procedures.
• Build and maintain strong commercial relationships with key customers and industry consultants through direct engagement and team involvement.
• Drive adherence to a customer excellence plan focused on delivering high-quality service and strengthening customer loyalty.
• Lead, mentor, and develop a team of Field Superintendents and Project Managers by setting clear objectives, managing performance, and supporting ongoing skill development to achieve financial targets and KPIs.
• Oversee the hiring and onboarding of Service Superintendents and Project Managers.
• Establish leadership practices that promote a collaborative, high-performing work environment while reinforcing Schindler’s culture and best practices.
• Support proactive labor relations with local business agents in partnership with Schindler’s Labor Relations team.
• Set expectations for Field Technician engagement and ensure Superintendents are equipped to drive training, performance management, and participation in performance reviews.
• Provide guidance on manpower allocation, including specialists such as adjusters, hydraulic mechanics, and escalator mechanics.
• Ensure service operations meetings are effective and lead them when appropriate.
• Provide technical expertise on projects requiring additional oversight or intervention.
• Collaborate with Product Line experts to address operational challenges, including product issues, safety concerns, and parts fulfillment.
• Persist with the Field Quality Excellence organization to ensure alignment on personnel and product safety, including safety training, process adherence, and proper technical training and equipment testing.

Requirements

• Bachelor’s degree preferred, or equivalent relevant work experience.
• General knowledge of products and their applications, service techniques and procedures, and the ability to understand financial statements and contract terms.
• Several years of experience across various roles within the company, the elevator industry, or another service-oriented business.
• Demonstrated people management experience.

Qualifications

• High school diploma or equivalent.
• Valid driver’s license.
• Ability to pass a drug test.

Skills

• Strong organizational and project management skills.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Office Suite.
• Ability to work independently and as part of a team.
• Knowledge of industry regulations and compliance requirements.

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.

Pay

• Competitive salary based on experience and qualifications.

Schedule

• Full-time position.