Service Supervisor

Overview

This role entails overseeing the service field operations within a designated geographic region, including handling callbacks, preventive and reactive maintenance, repairs, and modernization efforts. The incumbent acts as a secondary technical support level and executes safety audits to ensure all service and maintenance adhere strictly to Otis’s defined procedures and business policies.

Key Responsibilities

• Provide comprehensive management information and insights covering all performance aspects of the work area, supporting both routine and ad-hoc decision-making processes.
• Adhere strictly to departmental policies, processes, standard operating procedures, and instructions to ensure consistent and controlled workflows.
• Manage daily team operations to achieve zero accidents, minimize callbacks, reduce consumption of labor and spare parts, and ensure no cancellations.
• Translate organizational plans into clear individual tasks, balanced appropriately across team members.
• Conduct safety audits at client locations to confirm compliance with Otis safety standards and worldwide safety requirements, aiming to mitigate safety risks.
• Assess team performance metrics including callback rates, unit hour utilization, and material costs to implement corrective measures for performance enhancement.
• Maintain close interactions with team members and customers to optimize customer satisfaction.
• Serve as the second-tier technical support for issue resolution.
• Monitor team productivity against plans and take necessary actions to boost operational efficiency.
• Support junior colleagues technically on-site and provide coaching for skill development.
• Deliver both formal and informal technical training to improve team capabilities and operational output.
• Coordinate with the Finance Department to report work progress at client sites ensuring timely company revenue collection under contractual terms.
• Prepare manufacturing orders, material requisitions, and corrective documentation as needed.
• Maintain proper dispatch records and oversee transition construction activities.
• Guide and supervise team activities promoting self-management and continuous improvement.
• Provide ongoing coaching and feedback to encourage professional development.

Minimum Qualifications and Experience

• Bachelor’s degree in business, engineering, or related field equivalent.
• At least 7 years of experience in a Service Supervisor role.
• Prior experience managing key clients is advantageous.

Company Insight

Otis Elevator Company is a global leader in elevator and escalator manufacturing, installation, and servicing, moving 2.4 billion people daily with the world's largest service portfolio. Our products are featured in iconic landmarks worldwide. We pride ourselves on a diverse and innovative workforce of 72,000 across over 200 countries, fostering a culture built on safety, ethics, and quality.

Equal Opportunity and Accommodations

We provide equal employment opportunities without discrimination based on any legally protected status. Applicants with disabilities or special needs can request accommodations during the hiring process via direct contact.