Otis Elevator Co.

Senior Manager, Field Quality

Otis Elevator Co.

full-time

Posted on:

Location Type: Remote

Location: Florida • United States

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Job Level

Senior

About the role

  • Responsible for Operating Area callback reduction efforts and deploy best practice identified across Operating Areas in the Eastern Region
  • Develop strategic plans to reduce callbacks and COPQ by creating, analyzing and distributing Key Process Indicators (KPI) reports including customer feedback, quality and financial metrics
  • Work with field service to improve quality of Installation Process
  • Responsible for Field Turnback (FTB) management, focusing on timely provision of FTB data with aim to reduce the Identification phase to necessary minimum.
  • Oversee Cancellation and Customer Experience
  • Understand customer experience through follow up KPI Support analysis by applying Continuous Improvement tools
  • Participate in Product Safety investigation and work closely with regional team achieving planned PASS closing ratio
  • Follow up PUI completion plans and labor cost with Operating Territories
  • Identify and Develop Quality skills/talent across Operating Areas field organizations
  • Coordinate cross-functional teams to drive Relentless Root Cause Analysis (RRCA) on quality issues.
  • Take responsibility for identifying and leading key defect solutions to conclusion within the organization that may originate from the factories, Service Centers, Suppliers and/or the Field
  • Lead resolution of customer and major field quality issues, escalate where appropriate.
  • Participate in internal customer board meetings to help product team prioritize on quality improvement programs.
  • Create presentations on status of projects, product quality, reliability and/or safety issues and present to senior management
  • Some travel may be required

Requirements

  • Bachelor’s degree in quality, engineering, business field related or equivalent experience
  • Minimum of 5 years of relevant work experience in Field New Installation/Service processes and Product experience.
  • Experience and understanding of Field Operations & Sales
  • Successful track record with learning technical information and adapting to new concepts, capabilities, or tools as needed.
  • Understanding of elevators and/or escalators is a requirement.
  • Demonstrated ability to manage and analyze data to develop and report out on trends and metrics in an easy-to-understand format
  • Excellent interpersonal and communication skills with the ability to manage and lead by “influence”
  • Strong agility to navigate in complex organizations, to adapt to change and to solve complex issues.
  • Result-oriented mindset
  • Continuous improvement experience
Benefits
  • Opportunities, training, and resources for personal and professional development
  • Employee Scholar Program sponsorship for degrees or certification programs
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Key Process Indicators (KPI)Continuous Improvement toolsRelentless Root Cause Analysis (RRCA)data analysisquality metricsfinancial metricsField New Installation processesService processesproduct qualityreliability
Soft Skills
interpersonal skillscommunication skillsleadership by influenceagilityadaptabilityproblem-solvingresult-oriented mindsetteam coordinationcustomer experience managementstrategic planning
Certifications
Bachelor’s degree in qualityBachelor’s degree in engineeringBachelor’s degree in business