Service Operations Leader - Field & Contracts

Otis SE; Plainview (NY); On-site; USD 130,000 - 150,000; Full time

Benefits offered by this job

401(k) match

Medical, dental, vision coverage

Paid vacation

Life insurance

Tuition reimbursement

Paid holidays

Adoption assistance

Job summary

Otis SE is seeking a seasoned leader to oversee customer service and repair operations for our Plainview, NY area. You will manage field technicians, coordinate outages, and ensure adherence to service contracts and safety standards.

The role requires experience in elevator service operations, strong leadership, and excellent cross-functional communication skills. Candidates must be able to work outside normal hours and travel across the territory if needed.

Qualifications

• High school diploma or equivalent required; bachelor’s degree preferred, or an equivalent combination of education and experience.
• Experience leading a team of field technicians; two to three years of management experience preferred for candidates from outside the elevator industry.
• Three to four years of elevator-industry experience preferred for candidates without prior management experience.
• Demonstrated leadership, sound judgment, and the ability to manage urgent operational issues in a 24/7 service environment.
• Strong customer-management, written communication, documentation, and cross-functional collaboration skills.
• Ability to interpret and administer complex service contracts, track compliance obligations, and manage reporting, billing, and penalty-related documentation with accuracy.
• Strong computer and technology skills, including proficiency with spreadsheets, service-management systems, and mobile reporting applications; Salesforce experience is preferred.
• Working knowledge of elevator service operations, preventive maintenance, category testing, outage response, field safety, and applicable licensing requirements is preferred.

Responsibilities

• Serve as the primary Otis contact for customer service and repair matters; coordinate with customers, Otis Construction, Legal, Supply Chain, and others.
• Lead assigned service mechanics across shifts; manage scheduling, payroll, training, safety, supplies, licensing and badge requirements, and performance.
• Monitor outage notifications, validate service needs, coordinate dispatcher, and ensure prompt response within contractual timeframes.
• Prepare outage, entrapment, accident, and unusual-event reports with complete documentation.
• Plan monthly preventive maintenance for units in service within overnight windows; coordinate access and provide required reports.
• Schedule category testing and third-party witnessing; document findings and follow up on repairs.

Skills

Leadership

Customer-management

Communication

Problem-solving

Team management

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

Salesforce

Service-management systems

Mobile reporting apps

Job description

Otis SE is seeking a seasoned leader to oversee customer service and repair operations for our Plainview, NY area. You will manage field technicians, coordinate outages, and ensure adherence to service contracts and safety standards.

The role requires experience in elevator service operations, strong leadership, and excellent cross-functional communication skills. Candidates must be able to work outside normal hours and travel across the territory if needed.