Service Operations Manager

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…