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Otis Elevator Co. · 3 weeks ago

Sr Manager, Service Quality Expert

United States

Full-time

Remote

Mid, Senior Level

4+ years exp

Otis Elevator Co. is a leading elevator and escalator manufacturing company seeking a Sr Manager, Service Quality Expert to enhance quality and productivity for Key Accounts. This role involves collaborating with various teams to resolve issues, oversee customer escalations, and conduct training to ensure compliance with contract requirements.

Building MaintenanceCommercialIndustrialMachinery ManufacturingManufacturingTransportation

No H1B

Responsibilities

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

Qualification

Otis supervisor experienceData analysisOtis IT systems knowledgeBachelor's degreeTraining deliveryMicrosoft ExcelSalesforceProblem resolutionPowerPointSmartsheetQlik SenseCustomer focus

Required

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

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

Preferred

Otis supervisor experience strongly preferred

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.