Service Operations Manager

Location: Philadelphia, PA, United States
Job ID: 88707

We Elevate... Quality of urban life

Our elevators, escalators, and moving walks safely transport more than two billion of us up and down buildings and across transportation hubs every day. As part of the Schindler team, you’ll discover meaningful work that enhances quality of life for communities, and contribute to making places more accessible, inclusive, and sustainable for all. By joining us, you don’t just become part of our success story; you help shape the future and continue our rich legacy that started back in 1874.

Join us as a

Service Operations Manager

Your main responsibilities

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.

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

• 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.

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

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

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

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

• 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.

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

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

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

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

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

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

• Provide technical expertise on projects requiring additional oversight or intervention.

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

• 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.

What you bring

• Bachelor’s degree preferred, or equivalent relevant work experiene
• General knowledge of products and their applications, service techniques and procedures, and the ability to understand financial statements and contract terms

Work Experience:

• Several years of experience across various roles within the company, the elevator industry, or another service-oriented business
• Demonstrated people management experience

What’s in it for you?

• Fully vested 401k match, up to 7% of total eligible compensation.
• Competitive Medical, Dental and Vision Plans - Effective from first day of hire.
• 3 weeks’ vacation which increases with tenure, 7 sick days, 3 floating holidays and 8 Company Observed Holidays.
• Tuition Reimbursement - Eligible after 6 months of service.
• Parental Leave – 100% base pay for 6 consecutive weeks within first year of a child’s birth or adoption.
• A wide range of development opportunities to boost your professional and leadership growth.

We Elevate… Your Career

Become part of our team, help us enhance quality of life and drive innovation while raising the bar for safety and sustainability. We value your diverse skills and perspectives as together we shape the sustainable cities of today and tomorrow.

Don’t meet every single requirement? If you’re excited about this role but your experience doesn’t align perfectly with the qualifications listed in the job description, we encourage you to apply anyway! You may just be the right candidate for this or other roles!

• Safety: Uphold the highest safety standards for all.
• Integrity and Trust: Foster honest, ethical relationships.
• Create Value for the Customer: Deliver innovative, reliable solutions.
• Quality: Ensure excellence in every product and service.
• Commitment to People Development: Nurture our people, they are the heart of our success.

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At Schindler Group we value inclusion and diversity, and practice equity to create equal opportunities for all. We endeavor that all qualified applicants will receive consideration for employment without regard to age, race, ethnic background, color, religious affiliation, union affiliation, gender, gender identity, sexual orientation, marital status, national origin, nationality, genetics and health, disability or veteran status.

Any unsolicited application from Recruitment Agencies is deemed to be rejected and does not constitute in any manner an offer from a Recruitment Agency.