Service Supervisor

OTIS; Saudi Arabia; On-site; SAR 95,000 - 130,000; Full time

Job summary

A global leader in elevator and escalator manufacturing is seeking a Service Operations Manager in Saudi Arabia. The ideal candidate will manage service field operations, including maintenance and modernization tasks while ensuring compliance with safety standards. Responsibilities include performance evaluation, team management, and providing technical support. Candidates must have a strong commitment to teamwork and a proven record in operational effectiveness. This role offers opportunities for employee development and customer satisfaction.

Responsibilities

• Manage service field operations including callbacks, preventive/reactive maintenance, repair, and modernization.
• Conduct safety audits to ensure compliance with defined procedures and standards.
• Provide management information and insights on work area performance.
• Manage day-to-day operations of team employees to ensure safety and efficiency.
• Support technical issues as a second-level support.
• Prepare manufacturing orders and maintain records for equipment dispatch.

Job description

Role Overview

The role holder is responsible for managing the service field operations (O&T) within the assigned geographical area including call backs, preventive/reactive maintenance, repair and modernization. The role holder acts as the second level of technical support and conducts safety audits to ensure all service/maintenance operations are conducted within Otis defined procedures & standards. The role holder shall carry out his duties in accordance with the stipulated business policies and procedures.

On a typical day you will:

• Provides management information and insights on all dimensions of work area performance to facilitate discussion and decision making, both on a periodic basis and for ad-hoc management requests.
• Follows all relevant departmental policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.
• Manages the day to day operation of the team employees to ensure zero accidents, low call back rate, reduction in labor/spare parts consumption, zero cancellation.
• Cascades the organizational plan into individual accountabilities by distributing tasks in a balanced manner amongst all team members.
• Conducts safety audit at client sites to ensure all service/maintenance operations are conducted within the OTIS safe working procedures and WWJSSS requirement etc. to minimize any safety concerns.
• Evaluate performance metrics (call back/unit/year, no of hours/unit/unit, material cost/unit/year etc.) of the team to devise corrective actions aimed at improving team’s performance.
• Maintains close relationship with the employees as well as customers to maximize the customer satisfaction.
• Acts as the second level support on technical issues.
• Tracks the team’s utilization against plan to ensure productivity in operations.
• Supports other junior colleagues with service/maintenance operations at the client sites, acting as a coach to help develop their skills further.
• Conducts formal and informal trainings on technical tasks for team members to help develop their skills and enhance operational effectiveness.
• Notifies Finance Department of the work stages at the client site to enable the company to collect its dues without delay according to contracts or proposal and payment conditions.
• Prepares manufacturing orders, material requisitions, and material correctional documents (AMT).
• Prepares and maintains records for dispatching of equipment and for transitional construction works.
• Organizes and supervises the activities of team members in a manner that supports self-management and continuous improvement.
• Provides coaching, formal and informal feedback to team members in order to support their continuous development.

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].