Service Operations Manager

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

Benefits offered by this job

401(k) plan with company match

Paid vacation and holidays

Paid sick leave and wellness programs

Life and disability insurance

Tuition reimbursement

Adoption and parental leave

Job summary

Otis Elevator Company is seeking a customer-focused and operationally strong leader to serve as the primary Otis contact for service and repair matters in the Plainview, NY area. The role oversees field service operations, contract administration, outage response, preventive maintenance, testing, reporting, and billing coordination across Plainview, Manhattan, and Yonkers territories.

The successful candidate will combine hands-on field leadership with disciplined customer communication,

Qualifications

• High school diploma or equivalent required; bachelor’s degree preferred or equivalent experience.
• Experience leading a team of field technicians; management experience desirable.
• Elevator-industry experience preferred for candidates without prior management.
• Strong leadership, judgment, and ability to manage urgent operational issues in a 24/7 service environment.
• Customer-management, written communication, documentation, and cross-functional collaboration skills.
• Ability to interpret complex service contracts, track compliance, and manage reporting and billing with accuracy.

Responsibilities

• Customer and contract leadership: be the primary Otis contact for service and repair matters and coordinate with customers and internal partners.
• Field workforce management: lead service mechanics, manage scheduling, payroll, training, safety, supplies, and licensing.
• Outage response: monitor outages, coordinate dispatch, improve response times, ensure proper log and return-to-service practices.
• Incident reporting: prepare outage, entrapment, accident reports with complete documentation.
• Preventive maintenance: plan monthly PM for every unit in service within overnight windows and provide documentation.
• Testing and corrective action: schedule testing, coordinate access, document findings, and close out repairs.
• Financial administration: coordinate monthly invoicing, monitor out-of-contract and billable records, support collections and pricing updates.
• Monthly performance reporting: deliver outages, incidents, parts replaced, and other contract measures.
• Systems administration: maintain Salesforce and REMS data, monitor service calls, manage user access, and support training.
• Project transition: support documentation and pricing updates as units move to ongoing service.
• Operational improvement: allocate resources, reduce penalties, and drive efficiency and quality improvements.

Skills

Leadership

Customer management

Communication

Documentation

Cross-functional collaboration

Field service leadership

Safety compliance

Education

High school diploma or equivalent; bachelor’s preferred

Experience leading field technicians

Tools

Salesforce

REMS

Billing systems

Job description

On-Site

OT223: GL - PLAINVIEW, NY 65 Fairchild Avenue, PLAINVIEW, NY, 11803 USA

Full time

20170323

Date Posted:

2026-10-07

Country:

United States of America

Location:

OT223: GL - PLAINVIEW, NY 65 Fairchild Avenue, PLAINVIEW, NY, 11803 USA

Otis Elevator is seeking a customer-focused, operationally strong leader to serve as the primary Otis contact for service and repair matters across the assigned portfolio.

This role leads field service operations, contract administration, outage response, preventive maintenance, testing, reporting, billing coordination, and cross-functional project support while ensuring safety, quality, compliance, and customer satisfaction of our Plainview , Manhattan and Yonkers territory.

The successful candidate will thrive in a fast-paced, highly regulated environment and will combine hands-on field leadership with disciplined customer communication, documentation, financial follow-through, and contract compliance.

On a typical day you will:

• Customer and contract leadership: Serve as the primary Otis contact for customer service and repair matters; maintain frequent communication, conduct regular operating reviews, interpret contractual requirements, and coordinate with customers, Otis Construction, Legal, Supply Chain, and other partners.

• Field workforce management: Lead assigned service mechanics across shifts; manage scheduling, payroll, training, safety, supplies, replacement parts, licensing and badge requirements, and performance against station procedures and service standards.

• Outage response: Monitor outage notifications and calls, validate service needs, coordinate mechanic dispatch, improve response within contractual time limits, and ensure accurate arrival, departure, lockout/tagout, signage, maintenance-log, and return-to-service practices.

• Incident reporting and records: Prepare timely outage, entrapment, accident, and unusual-event reports; maintain complete supporting documentation and an active outage database; and ensure codes, response times, status information, and other details are accurate and support Otis’s contractual position.

• Preventive maintenance: Plan monthly preventive maintenance for every unit in service within required overnight windows, submit access requests within contractual lead times, coordinate around major events where practical, and provide completed maintenance documentation with required reports.

• Testing and corrective action: Schedule required category testing and third-party witnessing, coordinate access, document findings, and follow through on repairs and closeout activities.

• Financial administration: Coordinate consolidated monthly invoicing, maintain out-of-contract and billable-repair records, support collections, review penalty claims, document disputed charges, and partner with internal stakeholders on pricing and billing updates as units enter service.

• Monthly performance reporting: Deliver summaries of outages and incidents, parts replaced, unusual events, billable repairs, preventive maintenance completion, manpower status, and other contractually required measures.

• Systems administration: Maintain Salesforce and REMS information, monitor service calls, administer appropriate REMS user access, support system training and implementation, and ensure required electronic and paper records are completed.

• Project transition support: Participate in construction meetings as units near placement in service, coordinate documentation and pricing updates, maintain station and unit maintenance-control information, and support the transition from new equipment construction to ongoing service.

• Operational improvement: Allocate manpower and materials effectively, manage competing priorities, reduce avoidable callbacks and penalties, reinforce mechanic adherence to customer processes, and lead improvements in efficiency, quality, and communication.

What you will need to be successful:

• High school diploma or equivalent required; bachelor’s degree preferred, or an equivalent combination of education and at least seven years of relevant work 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.

• Ability to work outside standard business hours as operational needs require and to travel throughout the assigned territory; a valid driver’s license is required where applicable.

What’s In it For Me / Benefits

• We offer a 401(k) plan with a generous company match and an automatic retirement contribution for your future financial security from day one of your employment, you and your eligible dependents will receive comprehensive medical, prescription drug, dental, and vision coverage.

• Enjoy three weeks of paid vacation, along with paid company holidays

• We provide paid sick leave, employee assistance, and wellness incentive programs to support your well-being.

• Life insurance and disability coverage to protect you and your family.

• Voluntary benefits, including options for legal, pet, home, and auto insurance.

• We offer generous birth/adoption and parental leave benefits, as well as adoption assistance, to support growing families.

• Pursue your educational goals with our tuition reimbursement program.

• Recognize and be recognized! We celebrate service anniversaries and offer spot performance bonus opportunities to show our appreciation.

We will train you intensively in the areas of technology, processes & soft skills and you can exchange ideas with experienced colleagues at any time.

The salary range for this role is $130,000- $150,000. We may ultimately pay more or less than the posted range, and the range may change in the future. Pay within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, and business or organizational nee

ds

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day.

Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide, the industry's largest Service portfolio.

You 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. If you would like to learn more about environmental, social and governance (ESG) at Otis click here (https://www.otis.com/en/us/our-company/esg) .

Become a part of the Otis team and help us #Buildwhatsnext!

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].

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Click on this link (https://www.otis.com/corporate/privacy-policy/Job-Applicant/) to read the Policy and Terms

We go to great lengths to hire and develop the best people, and offer a supportive environment where employees are motivated and empowered to perform at their full potential. Today, we continue pushing the boundaries of what's possible to thrive in a taller, faster, smarter world.