Service Operations Manager

Location: Pittsburgh, PA, United States

About the role

As a Service Operations Manager at Schindler, you’ll manage the company’s activities related to the ongoing repair, maintenance, and retention of all products within our portfolio. You’ll also partner with the General Manager - Service to support acquisition and recovery efforts for units outside our portfolio in your assigned geographic area. Your work will drive customer satisfaction while achieving the region’s strategic business objectives.

Responsibilities

• Execute the territory operations business plan to support the region’s financial and non-financial objectives, including implementing territory operations initiatives.
• Develop and manage an operational budget in partnership with the General Manager – Service, ensuring cost-effective use of time, materials, parts inventory, tools, and vehicles.
• Coordinate and implement operational business development plans (BDPs) to achieve service delivery cost improvement goals.
• Maintain strong commercial relationships with key customers and industry consultants through direct engagement and staff assignments.
• Ensure adherence to a customer excellence plan that delivers high-quality service and fosters customer loyalty.
• Lead, mentor, and manage a team of Field Superintendents and Project Managers by setting objectives, evaluating performance, and developing their skills to meet financial targets and KPIs.
• Oversee the hiring and onboarding of new Service Superintendents and Project Managers.
• Establish leadership practices that promote participative management, high morale, and alignment with Schindler’s cultural beliefs and best practices.
• Engage in proactive labor relations with local business agents, supported by Schindler’s Labor Relations team.
• Set expectations for Field Technician engagement and provide Superintendents with the resources needed for ongoing training and performance management.
• Advise on manpower movement, including specialists such as adjusters, hydraulic mechanics, and escalator mechanics.
• Lead or participate in required service operations meetings to ensure effectiveness.
• Provide expert technical oversight for projects requiring additional intervention.
• Interface with Product Line experts to address operational challenges, including product issues, safety concerns, and parts fulfillment.
• Coordinate personnel and product safety responsibilities, including driving safety training, process adherence, technical training, and equipment testing.

Requirements

• BA/BS in Business, Management, or Engineering.
• Comprehensive knowledge of product applications, service techniques, procedures, and financial statements.
• Legal awareness of contract terms and conditions.
• Multiple years of experience in the elevator industry, within Schindler, or in another service-oriented business.
• Experience managing people and P&L for an industrial company.

Benefits

• Fully vested 401k match, up to 7% of total eligible compensation.
• Competitive medical, dental, and vision plans effective from the first day of hire.
• 3 weeks of vacation (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 the first year of a child’s birth or adoption.
• Access to a wide range of development opportunities for professional and leadership growth.