Senior Manager, Service Quality Expert
Otis Elevator Co.
full-time
Posted on:
Location Type: Remote
Location: Remote • Pennsylvania • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Work with the Key Accounts organization and local branch offices to identify and resolve issues that drive productivity and quality within Key Accounts
- Recommend, implement and update changes in maintenance service documentation, methods, process design and delivery, monitor field performance for contract compliance and address deficiencies within region and branches
- Assist and oversee escalations from Key Account customers by prioritizing, resolving and responding appropriately to these escalations
- Conduct field education training ensuring that we meet contract requirements for each Key Account
- Some travel expected in the United States
Requirements
- Bachelor's degree and 4 years of relevant experience or 7+ years relevant experience
- Energetic, team-oriented, and willing and able to take innovative approaches to meet our objectives
- Strong champion of Otis Absolutes of Safety, Ethics and Quality
- Otis supervisor experience strongly preferred
- Ability to analyze and use data to recommend and develop action plans to drive quality and efficiency improvements
- Strong customer focus and problem resolution skills
- Knowledge of Otis IT systems, apps, and field business processes
- Ability to provide training to individuals as well as groups of up to 30 people
- Knowledge of Microsoft Excel, PowerPoint, Smartsheet, Qlik Sense, and Salesforce
- Given the nature of the position, Otis Elevator does not support sponsorship, e.g. H-1B or TN petitions/applications, for this position.
Benefits
- We offer a 401(k) plan with a generous company match and an automatic retirement contribution for your future financial security from day one of your employment
- you and your eligible dependents will receive comprehensive medical, prescription drug, dental, and vision coverage
- Enjoy three weeks of paid vacation, along with paid company holidays
- We provide paid sick leave, employee assistance, and wellness incentive programs to support your well-being
- Life insurance and disability coverage to protect you and your family
- Voluntary benefits, including options for legal, pet, home, and auto insurance
- We offer generous birth/adoption and parental leave benefits, as well as adoption assistance, to support growing families
- Pursue your educational goals with our tuition reimbursement program
- Recognize and be recognized! We celebrate service anniversaries and offer spot performance bonus opportunities to show our appreciation.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisaction plan developmentfield education trainingcontract compliancequality improvementefficiency improvement
Soft skills
team-orientedinnovative approachescustomer focusproblem resolutioncommunication
Certifications
Bachelor's degree