Senior Manager, Service Sales & Operations

Otis Elevator Co.

Service Manager overseeing sales and operations in Virginia for Otis Elevator Company. Leading a high performing team in service sales and operational processes that enhance customer loyalty.

Posted 7/22/2026full-timeRichmond • Virginia • 🇺🇸 United StatesSenior💰 $130,000 - $170,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in service sales and operations management within the elevator industry, focusing on team leadership, customer relationship management, and adherence to safety and operational standards. Proficient in developing and implementing business plans that drive financial performance and customer loyalty.

Highest-signal resume keywords

Elevator Industry Management ExperiencePeople Leadership ExperienceStrong Written And Verbal Communication SkillsKnowledge Of EH&S PolicyBudget Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Sales ManagementProject ManagementPerformance ManagementTechnical TrainingSafety AuditsFinancial Statement AnalysisService TechniquesContractual Dispute ResolutionCustomer Relationship ManagementField Operations Leadership

Soft Skills

Team-OrientedSelf-MotivatedTime ManagementOrganizational SkillsCoaching And Mentoring

Tools & Technologies

Microsoft Software

Industry Keywords

Elevator IndustryService OperationsCustomer LoyaltyField Technician EngagementSafety ComplianceLabor RelationsMaintenance Service DocumentationPerformance ReviewsSales KPIsTechnical Support

About the role

Key responsibilities & impact

Partner with and support the General Manager in all areas of service sales and operations to develop and implement the operating territory service sales and operations business plan for both financial and non-financial objectives
Lead the performance of field operations for all service/maintenance projects and service sales while maintaining project schedules and ensure deadlines are met
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 mechanics in performance reviews
Expand customer portfolio and unit count while providing best in class partnership and support leading to the growth of business and increasing continued customer loyalty in service and repair
Develop action plans to address deficiencies regarding safety, callback rates, and technical support
Generate field leads and assist service sales representatives in selling upgrades and repairs
Develop a keen sense for key prospective customers within the OT and manage all accounts regarding any at risk or cancellations while increasing customer loyalty
Recommend and detail changes in maintenance service documentation, methods, process, design, and delivery
Set budgets for material and labor within Otis guidelines and complete the required maintenance and repair within those budgets
Conduct field education training ensuring that we create and maintain a safe working environment
Perform field safety audits, jobsite inspections, and develop site safety/logistics plans
Ensure coordination of personnel and product safety responsibilities including driving personnel safety training and process adherence and the execution of proper technical training and equipment testing
Coordinate all material deliveries and issuing purchase orders
Engage in pro-active labor relations with local business agents with the support of Otis’ Labor Relations team
Responsible for the hire and onboarding of new team members
Interface with Product Line experts on operational challenges, including but not limited to product issues, safety concerns, parts fulfillment
Lead the resolution of all customer issues within your OT as the key point of escalation including collection efforts and contractual disputes
Coach, mentor, and develop your team of Sales and Operations through aligned and clear sales goals and continued performance directly tied to targets and sales KPIs

Requirements

What you’ll need

5+ years elevator industry management experience strongly preferred
5+ years people leadership experience in the elevator industry, or related industry
Ability to work in a highly team-oriented and dynamic environment
Candidate must demonstrate strong written and verbal communication skills to effectively develop expectations and relationships with internal and external customers
Needs to be self-motivated and able to manage many simultaneous projects and responsibilities
Successful candidate should be very comfortable in a technical environment utilizing Microsoft based computer software
Strong leadership skills, goal-orientated, and self-motivated with strong time management and organizational skills
Knowledge and strict enforcement of company EH&S policy and processes
Bachelor’s degree highly desired, with 5 years of experience
High school, or equivalent, plus 10 years of relevant experience
Possess overall knowledge of product and product application; service techniques and procedures; ability to understand financial statements; legal awareness to contract terms and conditions.

Benefits

Comp & perks

401(k) plan that includes generous company match and a separate automatic retirement contribution
Comprehensive medical, prescription drug, dental and vision coverage for colleagues and their eligible dependents, beginning on their first day of employment
Three weeks paid vacation and paid company holidays
Paid sick leave - Employee assistance and wellness incentive programs
Life insurance and disability coverage
Voluntary benefits, such as legal, pet, home, and auto insurance
Birth/adoption and parental leave benefits
Adoption assistance
Tuition reimbursement program
Peer recognition and service anniversary awards, as well as spot performance bonus opportunities