Customer Service Operations Jobs in Ohio (NOW HIRING)

Location: Cleveland, OH, United States
Job ID: 89156

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.

The Service Operations Manager should provide management of company’s activities and functions relating to the ongoing repair, maintenance and retention of all products existing within our portfolio as well as partnering as necessary with the General Manager - Service to support any acquisition and recovery efforts for units outside our portfolio within an assigned geographic span. This work is to be fulfilled in a manner which achieves customer satisfaction as well as the strategic business objectives of the region.

• Execute the territory operations business plan in support of the region’s financial and non-financial objectives and support the implementation of territory operations initiatives.
• Develop a recommended operational budget in partnership with the General Manager – Service and manage expenditures within approved specifications for time and materials and other fixed assets including parts inventory, company tools and vehicles for the most cost-effective results.
• Develop and coordinate implementation of operational BDPs for service delivery cost improvement goals on each initiative.
• Responsible for managing operational budget via appropriate asset management measures and proper billing procedures.
• Develop and maintain strong commercial relationships with key customers and influential industry consultants through personal contact and staff assignments.
• Ensure process adherence to a strong customer excellence plan designed to deliver high quality service and grow loyalty with customers.
• Responsible for managing, mentoring and leading a team of Field Superintendents and Project Managers by setting and clarifying employee objectives, managing their ongoing performance and continuously developing their skills, all in an effort to drive the service team to meet required financial targets/metrics and performance KPIs.
• Responsible for the hire and onboarding of new Service Superintendents and Project Managers.
• Establish procedures and leadership practices to create a business environment for participative management, maintain high morale of subordinates and demonstrate strong support of Schindler’s cultural beliefs and best practices.
• Engage in pro‑active labor relations with local business agents with the support of Schindler’s Labor Relations team.
• Set expectations for Field Technician engagement and provide Superintendents with the support necessary to provide ongoing training and performance management essential to productivity and quality improvement and ensuring the active participation of all technicians in performance reviews.
• Advise Superintendents on manpower movement, particularly specialists, including but not limited to adjusters, hydraulic mechanics, escalator mechanics.
• Ensure all required service operations meetings are effective. Lead meetings where appropriate.
• Provide expert technical knowledge for any project that needs additional oversight or intervention.
• Interface with Product Line experts on operational challenges, including but not limited to product issues, safety concerns, parts fulfillment.
• Ensure coordination of personnel and product safety responsibilities in partnership with Field Quality Excellence organization including driving personnel safety training and process adherence and the execution of proper technical training and equipment testing.

Education:

• BA/BS in Business / Management / Engineering
• Possess overall knowledge of product and product application; service techniques and procedures; ability to understand financial statements; legal awareness to contract terms and conditions.

Work Experience:

• Multiple years of experience in various assignments within the Company, in the Elevator industry, or in another service-oriented business.
• People management experience
• P&L management experience for an industrial company.

• 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.

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!

Are you ready to embark on a new journey? Join #TeamSchindler! Our Core Values:

• 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.

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.