Service Operations Manager

Otis Worldwide Corporation; Plainview, Northern (NY, KY); Hybrid; USD 130,000 - 150,000; Full time

Benefits offered by this job

401(k) plan

Medical, dental, vision coverage

Paid vacation and holidays

Job summary

Otis Elevator seeks a customer-focused leader to oversee service and repair operations for the Plainview, Manhattan, and Yonkers territory. You will manage field technicians, coordinate outages, and ensure safety, quality, and contract compliance while maintaining strong customer communication.

The role involves monthly invoicing, reporting, and cross-functional collaboration with internal partners. A strong operations background and 24/7 readiness are required.

Qualifications

• Leads field technicians and manages service operations.
• Strong customer-management, documentation, and cross-functional skills.
• Experience with contract compliance, billing, and reporting.
• Proven ability to work in a fast-paced, regulated environment.

Responsibilities

• Serve as primary Otis contact for service and repair matters across the portfolio.
• Lead field service operations, scheduling, payroll, safety, and licensing.
• Coordinate outages, preventive maintenance, testing, and documentation.
• Manage monthly invoicing, penalties, pricing updates, and contract compliance.
• Deliver monthly performance reports and maintain records in REMS/Salesforce.

Skills

Field leadership

Customer management

Documentation

Cross-functional collaboration

Salesforce experience

Communication

Education

Bachelor's degree preferred

High school diploma required

Tools

Salesforce

REMS system

Service-management systems

Job description

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. **Apply today to join us and build what’s next!.** ### *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*