Sr Manager, Field Service Operations

Location: San Francisco, CA (444 Spear Street, Suite 102, 94105)

About the role

Provide direction, support, and leadership for Otis’s maintenance business within the San Francisco operating territory. Drive field efficiency, quality improvements, and financial performance while fostering a diverse, safe, and high-performing team.

Responsibilities

• Drive field efficiency and quality improvements to meet labor and material margin plans
• Meet goals for maintenance completion (MCP and P1 %), callback and first-time-fix (FTF) rates, units with no OMMS activity, and OCM process adherence
• Ensure Otis ONE installation plans are met or exceeded; keep Otis ONE unplugged units at Lead O hour
• Lead LEAP initiatives for the territory
• Collaborate with NAA Fleet Manager to ensure company vehicles comply with the vehicle matrix; transition vehicles to hybrid or electric to reduce greenhouse gas emissions
• Drive diversity in field workforce hiring by requesting diverse candidate slates in writing to the union for every hiring opportunity
• Provide ongoing training, development, and leadership to the Maintenance operations team
• Offer technical direction to field operations staff and participate in large bids
• Ensure the quality of service in the designated territory
• Investigate and resolve critical customer issues involving Otis and non-Otis products
• Report and present recommendations for product designs and performance requirements
• Monitor field tests, first inspections, and data reports
• Consult with service supervisors, mechanics, and adjusters regarding product performance issues
• Proactively assist the region with equipment malfunctions
• Assess patterns of complaints and determine solutions to ensure projects are completed to satisfaction and within a reasonable timeframe
• Drive a safety culture through communication, discipline, recognition, and training
• Strictly enforce company Environmental, Health & Safety (EH&S) policies and processes

Requirements

• Bachelor’s degree highly desired, or high school diploma/equivalent plus 10 years of relevant experience
• Overall knowledge of product and product application, service techniques, procedures, and financial statements
• Legal awareness of contract terms and conditions
• Multiple years of experience in various assignments within the elevator industry, military leadership, or another service-oriented business
• 5+ years of people leadership experience in the elevator industry or a related field
• Proven experience understanding financial statements, commercial contracts, and product knowledge
• Track record of meeting financial goals and objectives

Skills

• Strong written and verbal communication skills
• Self-motivated with the ability to manage multiple simultaneous projects
• Comfortable in a technical environment using Microsoft-based software
• Strong leadership, goal-oriented mindset, and time management skills

Benefits

• 401(k) plan with generous company match and automatic retirement contribution
• Comprehensive medical, prescription drug, dental, and vision coverage (beginning on first day of employment)
• Three weeks paid vacation and paid company holidays
• Paid sick leave
• Employee assistance and wellness incentive programs
• Life insurance and disability coverage
• Voluntary benefits (legal, pet, home, and auto insurance)
• Birth/adoption and parental leave benefits
• Adoption assistance
• Tuition reimbursement program
• Peer recognition and service anniversary awards
• Spot performance bonus opportunities

Pay

The salary range for this role is $150,000–$210,000. Pay within this range will be based on relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, and business needs.