Otis Elevator Co.

Manager

• 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

Senior Manager, Field Quality

Customer Success Manager

• Responsible for the management, quality, analysis, and lead of Global CRM system
• Provide Recommendations, Action Plans, and Status Updates to Leadership and Key Stakeholders
• Manage Key Relationships with Business and Technical Stakeholders
• Oversee the day-to-day operations of the production environment, ensuring system stability, performance, reliability & quality
• Promote continuous improvement by identifying automation opportunities and process enhancements
• Ensure adherence to IT security policies, data privacy regulations, and compliance standards
• Collaborate with cross-functional teams to address complex technical challenges

Global CRM Sustain & Operations Lead

Account Executive

• Price, quote and sell modernisation projects to financial targets in Scotland
• Secure modernisation opportunities through relationships with clients
• Identify and develop new customers through networking
• Plan sales activity and strategy with Modernisation Sales Director

Modernisation Sales Consultant

Sales Development Rep

• Qualify inbound and outbound leads to ensure they meet established criteria.
• Gather essential information regarding the lead’s needs, budget, timeline, and decision-making structure.
• Maintain accurate records of all lead interactions and activities in the CRM system.
• Conduct timely outreach to new leads, ensuring prompt follow up.
• Schedule discovery calls, product demonstrations, or meetings between prospects and the Sales team.
• Partner closely with Sales to ensure qualified leads progress effectively into opportunities.

Associate, Repair Sales Development Representative

• Qualify inbound and outbound leads to ensure they meet established criteria before routing them to sales representatives
• Maintain accurate, detailed, and up to date records of all lead interactions in the CRM system
• Conduct timely outreach to new leads, ensuring prompt follow up and a professional first impression
• Schedule discovery calls, product demonstrations, or meetings between prospects and the Sales team
• Nurture leads not yet ready to engage in a sales conversation, building rapport and developing long-term interest
• Partner closely with Sales to ensure qualified leads progress effectively into opportunities
• Collaborate with Marketing to share insights on lead quality and campaign performance

Associate, NE Sales Development Rep

• Lead the strategy, performance, and development of the Sales Development Representative (SDR) team
• Optimize lead qualification processes, improve conversion rates, and ensure alignment between Marketing and Sales
• Drive operational excellence and ensure transparency and accountability throughout the lead lifecycle
• Foster a culture of accountability, collaboration, and continuous learning

Senior Supervisor, Sales Development

• Qualify inbound and outbound leads to ensure they meet established criteria before routing them to the appropriate sales representative.
• Conduct timely outreach to new leads, ensuring prompt follow up and a professional first impression.
• Partner closely with Sales to ensure qualified leads progress effectively into opportunities, supporting movement to proposal stages.

Associate, Mod Sales Development Rep

Recruitment

• Establish recruiting requirements by studying organization plans and objectives
• Meet with managers to discuss needs
• Build applicant sources through multiple sourcing channels
• Assess applicant qualifications by interviewing applicants; analyze responses, verify references, and compare qualifications to job requirements
• Arrange management interviews by coordinating schedules, arranging travel, etc.
• Improve organization’s attractiveness by working on projects to improve the candidate experience
• Deliver job offers and manage counter offers as appropriate
• Monitor/discuss job offers and compensation practices; emphasize benefits and perks
• Avoid legal challenges by understanding current legislation; enforce regulations with managers and conduct training
• Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations.

Talent Acquisition Business Partner

Customer Support

• Lead a team of approximately 10 employees across onboarding, dispute resolution, and sales tool administration
• Communicate with executive leadership on initiatives, problem solving and roadmaps
• Review the cross functional teams wholistically and buildout strategic initiatives on how to ensure a smooth and improved internal and external customer experience
• Manage team performance, communication standards, and overall effectiveness
• Oversee processes related to contract issues, compliance, billing disputes, and ongoing account maintenance
• Track, analyze, and report key operational metrics to support accountability and continuous improvement
• Partner cross-functionally to ensure consistent, high-quality customer and sales support
• Apply sales acumen and understanding of contract bookings to guide team operations

Senior Manager, Customer Support

• helps achieve sales growth through three main areas of responsibility: maintaining an existing portfolio, obtaining new business, and as required selling modernization and repairs.

Senior Manager – MOD Execution

Claims Specialist

• Manage and resolve property damage, general liability, product liability, auto, and workers’ compensation claims from initial report through closure.
• Conduct thorough investigations including interviews, document review, and evidence collection.
• Analyze incident facts to determine coverage, liability, and exposure.
• Coordinate with third-party administrators, insurers, attorneys, and field personnel.
• Maintain detailed and accurate claim files in compliance with company requirements and regulatory standards including reserving.
• Prepare written summaries, status updates, and reporting dashboards for leadership.
• Track trends and contribute to root-cause analysis that drives risk reduction.
• Negotiate settlements within assigned authority levels to achieve cost-effective outcomes.
• Review invoices, legal bills, and documentation to ensure accuracy and alignment with Otis’s guidelines.
• Partner with Field Operations and Safety teams to understand incident drivers and support preventive actions.
• Support internal audits and compliance reviews.
• Communicate professionally with customers, claimants, attorneys, and insurers.
• Uphold Otis’s commitment to safety, fairness, and service excellence throughout the claims process.

Claims Adjuster

Business Development Rep

• Develop and directly manage a business development manager sales structure, recapture specialist program and conversion sales representatives across the region to execute on growth strategy
• Refine and manage existing recapture & conversion programs, as well as develop and lead new ones to grow our service business through new business opportunities
• Nurture relationships with existing key customers and consultants and be responsible to help find and develop new ones
• Partner with WHQ to leverage marketing and sales program offerings to drive sales
• Manage national account RFPs and strategy
• Provide support and standardized tools for local RFPs
• Actively participate in the handoff process to identify gaps in conversion standard work and partner with key stakeholders to implement changes and tools to measure accountability and improvement.

Senior Sales Manager, Business Development

Project Manager

• Ensure flawless execution of each project by completing on schedule and within budget
• Coordinate all contract activities from the project award stage to completion
• Proactively communicate with multiple client representatives including general contractors and regulatory agencies
• Work closely with the internal sales staff, superintendents, and senior leadership
• Manage billing, consultant and contractors’ payments, processing RFIs and optimizing change order opportunities
• Accurately interpret construction contractual documents

Manager, New Equipment Project Management

Product Manager

• Develop and articulate a clear product vision and strategy aligning with customer needs and company goals
• Oversee strategic roadmaps creation and communication to stakeholders, balancing short-term goals with long-term innovation
• Collaborate with teams for market research and competitive analysis, identifying opportunities for product differentiation
• Drive product development lifecycle from ideation to release planning, ensuring compliance with quality and regulatory standards
• Collaborate with sales, marketing, and operations to bring new digital products to market
• Own product adoption and growth strategy globally
• Define and analyze key performance indicators for continuous improvement
• Primary interface for customers and external partners, communicating product strategy and performance reports

Director, Digital Product Management

Accounts Receivable

• Lead monthly cash calls with assigned Operating Areas, creating agendas, facilitating sessions, and tracking action items through resolution
• Analyze and resolve payment issues, collaborating with sales, billing, and customers to address root causes and implement sustainable fixes
• Reduce AR reserves by owning high-impact accounts, driving corrective actions, and ensuring timely follow-through on escalations and customer commitments
• Serve as the primary liaison between internal teams (collectors, billing, sales, dispute coordinators) and customers to ensure consistent communication and timely resolution of issues
• Proactively engage customers to confirm account status, negotiate payment plans, and ensure a positive customer experience
• Prepare monthly summaries and performance metrics to provide visibility to operating units and leadership
• Support process improvement activities, including dispute workflow accuracy, collector assignment clarity, escalation paths, and system clean-up efforts.