Service Operations Manager

Location: Seattle, WA, United States Job ID: 86942 Service Operations Manager Key Responsibilities 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 – Service 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. Responsible for managing, mentoring and leading a team of Field Superintendents and Project Managers by setting and clarifying employee objectives, managing their ongoing performance and continuously developing their skills, all in an effort to drive the service team to meet required financial targets/metrics and performance KPIs. Responsible for the hire and onboarding of new Service Superintendents and Project Managers. Establish procedures and leadership practices to create a business environment for participative management, maintain high morale of subordinates and demonstrate strong support of Schindler’s cultural beliefs and best practices. Engage in pro-active labor relations with local business agents with the support of Schindler’s Labor Relations team. Set expectations for Field Technician engagement and provide Superintendents with the support necessary to provide ongoing training and performance management essential to productivity and quality improvement and ensuring the active 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. Lead meetings where appropriate. Provide expert technical knowledge for any project that needs additional oversight or intervention. Interface with Product Line experts on operational challenges, including but not limited to product issues, safety concerns, parts fulfillment. Ensure coordination of personnel and product safety responsibilities in partnership with Field Quality Excellence organization including driving personnel safety training and process adherence and the execution of proper technical training and equipment testing. Base Salary Base Salary $127,100 - $158,800 Requirements BA/BS in Business / Management / Engineering Multiple years of experience in various assignments within the Company, in the Elevator industry, or in another service-oriented business Possess overall knowledge of product and product application; service techniques and procedures; ability to understand financial statements; legal awareness of contract terms and conditions Experience managing a small to mid-sized P&L for an industrial company People management experience Required knowledge of software and/or any programs to be used including the level of expertise. Computer Literate with working knowledge of Lotus Notes, Word, Excel and SAP Strong skills of coaching and persuasion are essential to the position in the daily internal and external business environment. Both written and oral communication skills are essential in the successful negotiation of customer disputes, labor problems, as well as in the effective training of personnel. Benefits 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 which increases with tenure, 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. Equal Employment Opportunity At Schindler Group 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. #J-18808-Ljbffr