Service Branch Manager

Job Description

Date Posted:

2024-05-15

Country:

United Arab Emirates

Location:

Otis L.L.C, 37th floor, The One Tower, Sheikh Zayed Road, Dubai, United Arab Emirates

Job Purpose

The role holder is responsible for managing service sales & field teams within assigned territory to enhance service by acquiring new accounts, cross selling, and upselling Otis products and services. The role holder is responsible for leading field visits with sales team across client sites to maintain a high level of rapport with key stakeholders and reinforce Otis’s commitment to customer service. The role holder is also responsible monitoring expenses and operational budgets and ensuring the team’s compliance to the plan. The role holder is also responsible for managing quality/safety audits across client sites. The role holder shall carry out his duties in accordance with the stipulated business policies and procedures.

Key Responsibilities

• Provides management information and insights on all dimensions of business performance to facilitate discussion and decision making, both on a periodic basis and for ad-hoc management requests.
• Provides inputs and supports the preparation of the annual budget for own department, tracks expenditure and ensures adherence to the budget.
• Supports the development of the workforce plan for own department by providing inputs based on workload analysis and forecasting trends.
• Assists in the implementation of Otis's vision, mission and cultural values across all employee groups in the department.
• Implements and monitors approved department policies, procedures and controls so that all relevant procedural/legislative requirements are fulfilled while delivering quality, cost-effective services.
• Provides management information and insights on all dimensions of business performance to facilitate discussion and decision making, both on a periodic basis and for ad-hoc management requests.
• Provides inputs and supports the preparation of the annual budget for own department, tracks expenditure and ensures adherence to the budget.
• Supports the development of the workforce plan for own department by providing inputs based on workload analysis and forecasting trends.
• Participates in the development of the sales plan and quota for the team in assigned territories, taking into account customer needs, market potential and effectiveness of sales representative.
• Monitors the team to ensure compliance with the sales plan on volume, price and value objectives for service contracts.
• Schedules field visits to achieve effective coverage of key accounts by sales team members.
• Monitors the territory expense and revenue budgets with inputs from the sales team.
• Assesses the performance of assigned territories against annual sales plans to ensure the service sales targets are achieved in a timely manner.
• Approves estimates and quotations based on project scope and services pitched to the client on additional repairs, upgradation of units and modernization.
• Implements sales strategies to recover lost units and actively pursues clients to ensure unit recovery on favorable terms for Otis.
• Identifies cross and up-selling opportunities on service sales pitches, to expand the scope of engagement with clients and further entrench accounts with Otis.
• Leads field visits with sales team across client sites in the assigned territory to maintain a high level of rapport with key stakeholders and reinforce Otis commitment to customer service.   
• Manages the coordination with the other departments to ensure that the terms and conditions of all service agreements are implemented.
• Conducts on field coaching of sales team members ensuring they are mentored on field and learn from that experience.
• Implements corrective actions to remediate operational and performance problems within the assigned territory.
• Assists the Finance Department with the timely collection of payments based on contracting agreements.
• Gathers competitive awareness of the products being offered in the market to help position Otis as the preferred provider on all service proposals.
• Provides the management team with timely information on sales and marketing outcome in the assigned territory to enable effective decision making.
• Participates in the development of the Service Field plans including manpower and material for the team in assigned territories to optimize utilization.
• Monitors Service Field projects within assigned branch/territory, ensuring cost and progress are tracked and potential issues mitigated.
• Assesses the performance of assigned branch/territory against annual plans to ensure the Service Field KPI’s are achieved in a timely manner.
• Monitors the branch/territory expense and operational budgets with inputs from the contracted plan and drives the Service Field team’s compliance to the plan.
• Approves manpower and material changes to the Service Field projects based on project scope and business requirement.
• Manages quality/safety audits across client sites to ensure Service Field teams are operating within the prescribed quality parameters and following operational safety procedures.
• Manages the coordination with the other departments to ensure that the terms and conditions of all service, repair and modernization contracts are implemented.
• Conducts coaching of Service Field team members ensuring they are mentored on field and learn from that experience.
• Implements corrective actions to remediate operational and performance problems within the assigned branch/territory.
• Provides the management team with timely information on Service Field operations in the assigned branch/territory to enable effective decision making.
• Organizes and supervises the activities of team members in a manner that supports self-management and continuous improvement.
• Provides coaching, formal and informal feedback to team members in order to support their continuous development.
• Supports the development of a continuous talent pipeline for key roles in own department and provides mentoring for high potential talent in the team.
• Organizes and supervises the activities of team members in a manner that supports self-management and continuous improvement.

Minimum Qualifications 

• Bachelor’s degree in engineering/Sales or equivalent
• Certified Construction Manager (CCM), Project Management Professional (PMP) or equivalent is preferred
• Minimum of 3 years of relevant experience in managing sales and field operations in a construction/engineering organization
• At least 2 years in positions of progressively increasing managerial responsibilities 
• Fluent written and spoken English essential, Arabic preferred

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day.

Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. W e move 2 billion people every day and maintain approximately 2.2 million customer units worldwide, the industry's largest Service portfolio . 

You may recognize our products in some of the world ’ s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa a nd the Petronas Twin Towers ! We are 69,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians , all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company. 

When you join Otis, you become part of a n innovative global industry leader with a resilient business model. You ’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge . 

We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and M ajor Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs . 

Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do . We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do . If you would like to learn more about environmental, social and governance (ESG) at Otis click here . 

Become a part of the Otis team and help us #Buildwhatsnext!

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