Sr Manager, Virginia Service Sales & Operations

About the role

The Service Manager – Sales and Operations is responsible for managing all sales and operations processes, setting expectations for field technician engagement, and developing and implementing the operating territory service sales and operations business plan.

Responsibilities

• Lead the performance of field operations for all service/maintenance projects and service sales while maintaining project schedules and ensuring deadlines are met.
• 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.
• 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.
• 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.

Requirements

• 5+ years elevator industry management experience strongly preferred.
• 5+ years people leadership experience in the elevator industry, or related industry.
• Strong written and verbal communication skills to effectively develop expectations and relationships with internal and external customers.
• Self-motivated and able to manage many simultaneous projects and responsibilities.
• 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.
• 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.

Qualifications

• Knowledge and strict enforcement of company EH&S policy and processes.

Skills

• Microsoft based computer software.

Benefits

• 401(k) plan that includes generous company match and a separate automatic retirement contribution.
• Comprehensive medical, prescription drug, dental and vision coverage for colleagues and their eligible dependents, beginning on their 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, such as legal, pet, home, and auto insurance.
• Birth/adoption and parental leave benefits.
• Tuition reimbursement program.
• Peer recognition and service anniversary awards, as well as spot performance bonus opportunities.

Pay

$130,000 - $170,000

Schedule

Full-time