The Service Operations Manager is responsible for overseeing the company’s activities and functions related to the ongoing repair, maintenance, and retention of all products within our existing portfolio. This role also partners with the General Manager – Service, as needed, to support acquisition and recovery efforts for units outside our portfolio within an assigned geographic area. All responsibilities are carried out with a focus on achieving high customer satisfaction and supporting the region’s strategic business objectives.

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  Execute the territory operations business plan in support of the region’s financial and non-financial objectives, including the implementation of key operational initiatives.

  
  


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  Partner with the General Manager – Service to develop an operational budget and manage expenditures within approved guidelines, including time and materials, parts inventory, company tools, and vehicles, ensuring cost-effective results.

  
  


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  Develop and coordinate the implementation of operational BDPs to drive service delivery cost improvements across initiatives.

  
  


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  Manage the operational budget through effective asset management and proper billing procedures.

  
  


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  Build and maintain strong commercial relationships with key customers and industry consultants through direct engagement and team involvement.

  
  


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  Drive adherence to a customer excellence plan focused on delivering high-quality service and strengthening customer loyalty.

  
  


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  Lead, mentor, and develop a team of Field Superintendents and Project Managers by setting clear objectives, managing performance, and supporting ongoing skill development to achieve financial targets and KPIs.

  
  


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  Oversee the hiring and onboarding of Service Superintendents and Project Managers.

  
  


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  Establish leadership practices that promote a collaborative, high-performing work environment while reinforcing Schindler’s culture and best practices.

  
  


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  Support proactive labor relations with local business agents in partnership with Schindler’s Labor Relations team.

  
  


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  Set expectations for Field Technician engagement and ensure Superintendents are equipped to drive training, performance management, and participation in performance reviews.

  
  


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  Provide guidance on manpower allocation, including specialists such as adjusters, hydraulic mechanics, and escalator mechanics.

  
  


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  Ensure service operations meetings are effective and lead them when appropriate.

  
  


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  Provide technical expertise on projects requiring additional oversight or intervention.

  
  


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  Collaborate with Product Line experts to address operational challenges, including product issues, safety concerns, and parts fulfillment.

  
  


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  Partner with the Field Quality Excellence organization to ensure alignment on personnel and product safety, including safety training, process adherence, and proper technical training and equipment testing.