Service Operations Manager

Overview

Location: Boston, MA, United States

Job : 85495

We Elevate... Quality of urban life. Our elevators, escalators, and moving walks safely transport more than two billion of us up and down buildings and across transportation hubs every day. As part of the Schindler team, you’ll discover meaningful work that enhances quality of life for communities, and contribute to making places more accessible, inclusive, and sustainable for all. By joining us, you don’t just become part of our success story;

you help shape the future and continue our rich legacy that started back in 1874.

Service Operations Manager

• 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 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.
• Lead and mentor a team of Field Superintendents and Project Managers by setting objectives, managing performance, and developing skills to drive service targets and KPIs.
• Hire and onboard new Service Superintendents and Project Managers.
• Establish procedures and leadership practices to create a participative management environment and maintain high morale while supporting Schindler’s cultural beliefs and best practices.
• Engage in proactive labor relations with local business agents with support from Schindler’s Labor Relations team.
• Set expectations for Field Technician engagement and provide training and performance management to ensure productivity and quality improvement, including 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 and lead meetings where appropriate.
• Provide expert technical knowledge for any project needing oversight or intervention.
• Interface with Product Line experts on operational challenges, including product issues, safety concerns, and parts fulfillment.
• Coordinate personnel and product safety responsibilities in partnership with Field Quality Excellence, including driving safety training and compliance and technical training and equipment testing.

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

• Multiple years of experience in the Elevator industry or another service-oriented business.
• People management experience.
• P&L management experience for an industrial company.

• 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, 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.

Become part of our team, help us enhance quality of life and drive innovation while raising the bar for safety and sustainability. We value your diverse skills and perspectives as together we shape the sustainable cities of today and tomorrow.

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.

Any unsolicited application from Recruitment Agencies is deemed to be rejected and does not constitute in any manner an offer from a Recruitment Agency.

Nearest Major Market:
Boston