Service Manager - Elevators

Otis SE; City of Brisbane; On-site; AUD 100,000 - 150,000; Full time

Job summary

Otis Brisbane is seeking an experienced Service Manager - Elevators to lead the Service and Repair Field team. You will supervise field staff, coordinate rosters, and ensure safety, quality, and timely service for Otis clients in Queensland. The role emphasizes coaching, stakeholder liaison, and adherence to regulatory requirements.

You will drive customer satisfaction, partner with Sales, and manage peak workloads while maintaining a strong safety culture and continuous improvement mindset.

Qualifications

• Engineering qualifications or trade certifications required.
• Electrical license would be an added advantage.
• Minimum 5 years’ supervisory experience in construction, service or trades.
• Strong customer focus and collaboration skills.
• Proven ability to manage and coach field teams and meet KPIs.

Responsibilities

• Manage and direct all Service and Repair Field employees.
• Provide safety and field coaching to meet KPIs and objectives.
• Stand by as Duty Supervisor to support night calls and dispatch emergencies.
• Maintain collaborative relationships with internal and external stakeholders.
• Ensure compliance with procedures and legislative requirements.
• Coordinate with Sales to meet customer expectations.
• Verify service quality and drive continuous improvement.
• Take on additional territories to manage workload peaks.

Skills

Leadership

Supervision

Communication skills

Teamwork

Time management

Customer focus

Electrical license

Business acumen

Computer systems knowledge

Stakeholder liaison

Education

Engineering qualifications or trade certifications

Job description

Location

LOC7060: Level 4, 19 Lang Parade, Milton, QLD 4064.

Country: Australia.

About You

We are looking for an experienced Service Manager - Elevators. This exciting permanent role will be based in our Brisbane office and report into the Service Manager. You will ensure the safety and well-being of employees and customers, including specialized field-based supervision, management, and coaching of a Service Field team responsible for the Service, Maintenance, and Repair of equipment in the Otis portfolio of clients in Queensland.

Key Responsibilities

• Manage and direct all Service and Repair Field employees.
• Identification and delivery of Safety and Field related coaching and training as relevant to individual employees and teams, to ensure achievement/exceeding of KPIs and business objectives.
• On a roster basis, stand by as Duty Supervisor to assist night call mechanics and dispatch emergency service parts interstate as needed. This includes attending the site as necessary in the event of a serious and escalated issues.
• Maintain and promote effective team-oriented and collaborative working relationships internally and externally (including with other Service Managers, Service Project Managers, customers, and Government Inspectors).
• Responsible and accountable for ensuring that procedures and methods used in delivering customer/company outcomes are carried out in accordance with business and legislative requirements and meet customer expectations.
• Partner with the relevant Sales Team employees to meet and exceed customer expectations.
• Validating the quality of service/maintenance/repair through annual surveys/audits and delivering outcomes of audit findings to promote continuous improvement.
• Take on additional Units and/or Service Manager territory as required to manage peaks in workload across the Branch (i.e., during role vacancies and annual leave periods).

What you will need to be successful

• Have qualifications or trade certifications within the Engineering or related field.
• An Electrical license would be an added advantage.
• Hold a Supervisory certificate such as Front-Line Leadership with a minimum of 5 years as a tradesperson within the Lift industry (preferred)
• Hold a valid driver's license.
• Minimum 5 years of experience supervising and managing teams in a construction, service, or trades environment.
• Strong customer focus, teamwork, and time management abilities.
• Has strong business acumen abilities, is adaptable, and results-oriented.
• Sound knowledge of computer systems for functional hardware and software.
• Excellent written and verbal communication skills.
• Has the ability to liaise and influence all stakeholders within the organization.

We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide, the industry's largest Service portfolio.

We may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers!

We are 72,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide.

We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.

When you join Otis, you become part of an innovative global industry leader with a resilient business model.

You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge.

We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.

Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do.

We are guided by our values that we call our Three Absolutes - prioritizing Safety, Ethics, Quality in all that we do.

Otis is An Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other protected class according to applicable law.

To request an accommodation in completing an employment application due to a special need or a disability, please contact us at [e-mail].

If you would like to learn more about environmental, social and governance (ESG) at Otis