Lead Program Manager – Evolution
USAA
Manager, Field Service System
Otis Elevator Co.
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $114,400 - $157,000 per year
Job Level
Mid-LevelSenior
About the role
- Lead the upcoming Field Service System (Salesforce) transformation for the US and Canada Support the onboarding of new offices and implement comprehensive processes for rolling out the FSS tool across US and Canada Operating Areas and Territories Provide deployment support: Coordinate & support OT deployments. Engage OTs to complete pre-deployment activities. Support training for OA and OT members. Provide post-deployment reinforcement and support. Champion the program and associated change management efforts. Administrative support: Create New Work Types: Specific Repairs & Open Order. Create New Work Plans/Steps for associated New Work Types. Attach all related documents to Work Plans/Work Types/Units. Create and manage new Skills/Certifications. Administer required hours. Administer resource preferences. Create & update Service Territories as needed. Overall maintenance and support of Field Service application. Operating territory support: Support Shift creation and management. Overall support and training (Service PM’s/Trainers/OT Teams). Collect, document, and promote best practices. Assist in coordination: Work with Global Field Service Admin for enhancements Consolidate OA/OT feedback. Help prioritize bugs & enhancements. Writing requirements, Testing, Pilot, Deployment, Sustain & Support. Communicate & promote new features/enhancements/bug fixes. Develop and communicate standard work/training. KPIs & Reporting: Monitor KPI Dashboard at an OU/OA/OT level. Monitoring scheduling KPI’s for discrepancies & assist with corrections. Develop and communicate standard KPIs and reports. Time & Expense: Monitor Mechanic Submission & Supervisor T&E Approval for any issues or downstream rejections. Support Supervisors in making payroll corrections as needed. Monitor Contract Statuses: Suspensions/Cancellations/NIS/Recaptures Maintenance WO removed/created. Contract conversions to Maintenance Plans. Coordinate with Sales on making corrections as needed.
Requirements
- Bachelor’s degree 3+ years of Salesforce experience Previous experience in Service Field Operations is desired Ability to work in a highly team-oriented and dynamic environment Strong written and verbal communication skills to effectively develop expectations and relationships with internal and external customers Self-motivated and able to manage many simultaneous projects and responsibilities Comfortable in a technical environment utilizing Microsoft based computer software Strong leadership skills, goal-orientated, and self-motivated with excellent time management and organizational skills Knowledge and strict enforcement of company EH&S policy and processes Ability to travel between 25-50% domestically Additional Comments: Given the nature of the position, Otis Elevator does not support sponsorship, e.g. H-1B or TN petitions/applications, for this position.
