Manager T Desk

Otis Elevator Co.; Chur; On-site; CHF 90,000 - 125,000; Full time

Job summary

Otis Elevator Co. in Switzerland seeks a hands-on T Desk Manager to lead the new T Desk, supporting Mister T colleagues and Sales Administrators in running campaigns and improving follow-up discipline.

You will drive end-to-end processes, standardize workflows, and enhance data visibility using CRM, Power BI and Power Automate. The role involves building and leading an administrative team, defining KPI incentives with Sales and Finance, and enabling sales colleagues to focus more on

Qualifications

• Minimum 5 years of relevant experience in service sales support or equivalent
• Ability to coordinate a small team or workstream and support junior colleagues
• Strong process mindset to identify inefficiencies and improve workflows
• Solid understanding of CRM-based sales processes or similar tools
• Proficient in Microsoft 365, Excel reporting and basic Power BI/Power Automate

Responsibilities

• Lead daily operations of the T Desk and support colleagues managing T repair opportunities
• Coordinate T sales campaigns and track follow-up and performance reporting
• Supervise and develop the T Desk administrative team with clear priorities
• Drive standardization of workflows, templates and escalation paths across Switzerland
• Develop dashboards and automation using Power BI and Power Automate

Skills

Team leadership

Process improvement

Communication

Analytical thinking

Tools

Power BI

Power Automate

CRM systems

Microsoft 365

Excel reporting

Job description

Role High Level Summary

We are looking for a hands-on and digitally minded T Desk Manager to help build and lead our new T Desk in Switzerland. In this role, you will support Mister T colleagues and T desk Sales Administrators in running T sales campaigns, improving follow-up discipline and strengthening the end-to-end repair opportunity process. Reporting to our Central Europe T Desk Lead, you will lead a growing administrative support team, drive process improvement, contribute to the creation and launch of standardized T packages, and help define incentive-related KPIs in alignment with sales incentive principles and Finance validation. The position is designed to reduce manual effort, increase process reliability and enable sales colleagues to focus more time on customer-facing activities. You will also use CRM, Power BI and Power Automate to create better visibility, automation and operational efficiency. This is an opportunity to shape a new capability from the ground up and contribute directly to service sales growth, customer focus and process excellence.

Location: Route de Moncor 12, CP 1136, 1701 Fribourg

Key Responsibilities

• Lead the daily operations of the T Desk and ensure effective support for Mister T colleagues and sales representatives managing T repair opportunities.
• Coordinate T sales campaigns, including campaign preparation, opportunity lists, follow-up tracking, status updates and performance reporting.
• Supervise, coach and develop the initial T Desk administrative team, ensuring clear priorities, workload distribution and quality standards.
• Act as the operational bridge between the T Desk, Mister T colleagues, field teams
• Drive standardization of T Desk workflows, templates, follow-up routines, escalation paths and handover points across Switzerland.
• Improve data quality and pipeline visibility in Service Sales CRM by reinforcing accurate opportunity updates, customer information, asset details and follow-up discipline.
• Establish, in collaboration with Sales leadership and Finance, incentive-related KPIs for the T Desk and sales stakeholders, ensuring alignment with existing sales incentive principles and formal validation by the Finance team before implementation.
• Support the creation, structuring and launch of standardized T packages to simplify campaign execution, improve customer value propositions and increase sales consistency across Switzerland.
• Identify process bottlenecks and lead continuous improvement initiatives to reduce manual work, delays, rework and dependency on informal communication.
• Develop dashboards, reports and simple automation solutions using Power BI, Power Automate and related Microsoft tools where appropriate.
• Support the definition and monitoring of KPIs, including campaign conversion, lead follow-up timeliness, quotation cycle time, pipeline status and administrative productivity.
• Contribute to future scalability of the T Desk model by documenting processes, identifying capability gaps and supporting team ramp-up planning.

Required Profile

• Minimum 5 years of relevant experience in service sales support, sales operations, commercial administration, process coordination or a comparable operational support function, ideally with first exposure to team coordination or operational ownership.
• Ability to coordinate a small team or workstream, allocate tasks, follow up on priorities and support junior colleagues; formal people management experience is an advantage but not mandatory.
• Strong process mindset, with the ability to identify inefficiencies, simplify workflows and translate operational pain points into practical improvements.
• Solid understanding of CRM-based sales processes; experience with Service Sales CRM or similar sales pipeline tools is a strong advantage.
• Good digital skills in Microsoft 365, with practical ability to work with CRM data, Excel-based reporting and basic Power BI or Power Automate solutions.
• Strong communication skills and ability to