Service Operations Manager

Schindler Elevator Corporation; Ohio; On-site; USD 85,000 - 115,000; Full time

Benefits offered by this job

401k match up to 7%

Medical, Dental and Vision Plans

3 weeks’ vacation

Tuition Reimbursement

Parental Leave

Job summary

Schindler Elevator Corporation in Cleveland, OH, is looking for a Service Operations Manager to oversee the maintenance and repair of products. The successful candidate will manage budgets, execute operations plans, and develop strong customer relationships.

This role requires a BA/BS degree and proven experience in management and budgeting within the service industry. A competitive benefits package is offered, including medical plans and 401k matching.

Qualifications

• Strong knowledge of service techniques and procedures.
• People management experience.
• P&L management experience for service-oriented companies.

Responsibilities

• Manage service operations for ongoing maintenance and repair.
• Develop operational budgets and manage expenditures.
• Build and maintain relationships with key customers.

Skills

Management

Customer satisfaction

Operational budgeting

Leadership

Labor relations

Education

BA/BS in Business or Engineering

Job description

Location: Cleveland, OH, United States

Job ID: 89156

Service Operations Manager

Your main responsibilities

The Service Operations Manager should provide management of company’s activities and functions relating to the ongoing repair, maintenance and retention of all products existing within our portfolio as well as partnering as necessary with the General Manager – Service to support any acquisition and recovery efforts for units outside our portfolio within an assigned geographic span. This work is to be fulfilled in a manner which achieves customer satisfaction as well as the strategic business objectives of the region.

• Execute the territory operations business plan in support of the region’s financial and non-financial objectives and support the implementation of territory operations initiatives.
• Develop a recommended operational budget in partnership with the General Manager – Service and manage expenditures within approved specifications for time and materials and other fixed assets including parts inventory, company tools and vehicles for the most cost‑effective results.
• Develop and coordinate implementation of operational BDPs for service delivery cost improvement goals on each initiative.
• Responsible for managing operational budget via appropriate asset management measures and proper billing procedures.
• Develop and maintain strong commercial relationships with key customers and influential industry consultants through personal contact and staff assignments.
• Ensure process adherence to a strong customer excellence plan designed to deliver high quality service and grow loyalty with customers.
• Responsible for managing, mentoring and leading a team of Field Superintendents and Project Managers by setting and clarifying employee objectives, managing their ongoing performance and continuously developing their skills, all in an effort to drive the service team to meet required financial targets/metrics and performance KPIs.
• Responsible for the hire and onboarding of new Service Superintendents and Project Managers.
• Establish procedures and leadership practices to create a business environment for participative management, maintain high morale of subordinates and demonstrate strong support of Schindler’s cultural beliefs and best practices.
• Engage in pro‑active labor relations with local business agents with the support of Schindler’s Labor Relations team.
• Set expectations for Field Technician engagement and provide Superintendents with the support necessary to provide ongoing training and performance management essential to productivity and quality improvement and ensuring the active participation of all technicians in performance reviews.
• Advise Superintendents on manpower movement, particularly specialists, including but not limited to adjusters, hydraulic mechanics, escalator mechanics.
• Ensure all required service operations meetings are effective. Lead meetings where appropriate.
• Provide expert technical knowledge for any project that needs additional oversight or intervention.
• Interface with Product Line experts on operational challenges, including but not limited to product issues, safety concerns, parts fulfillment.
• Ensure coordination of personnel and product safety responsibilities in partnership with Field Quality Excellence organization including driving personnel safety training and process adherence and the execution of proper technical training and equipment testing.

What you bring

Education:

• BA/BS in Business / Management / Engineering
• Possess overall knowledge of product and product application; service techniques and procedures; ability to understand financial statements; legal awareness of contract terms and conditions.

Work Experience:

• Multiple years of experience in various assignments within the Company, in the Elevator industry, or in another service‑oriented business.
• People management experience
• P&L management experience for an industrial company.

What’s in it for you?

• Fully vested 401k match, up to 7% of total eligible compensation.
• Competitive Medical, Dental and Vision Plans – Effective from first day of hire.
• 3 weeks’ vacation which increases with tenure, 7 sick days, 3 floating holidays and 8 Company Observed Holidays.
• Tuition Reimbursement – Eligible after 6 months of service.
• Parental Leave – 100% base pay for 6 consecutive weeks within first year of a child’s birth or adoption.
• A wide range of development opportunities to boost your professional and leadership growth.

At Schindler Group we value inclusion and diversity, and practice equity to create equal opportunities for all. We endeavor that all qualified applicants will receive consideration for employment without regard to age, race, ethnic background, color, religious affiliation, union affiliation, gender, gender identity, sexual orientation, marital status, national origin, nationality, genetics and health, disability or veteran status.