Manager, Service

Description

Summary:

Reporting to the General Manager, the Manager, Service will lead and direct the performance of field service operations for all maintenance, contractual service and repairs, and billable repair. Areas of responsibility include field education training, route control and scheduling, authorization of repair orders, quality assurance and the customer, safety, technical support, and expenditure of labor, materials, and other assets.

Responsibilities:

• Evaluate key resources and make recommendations for the Maintenance and Repair Departments.  Provide guidance, mentorship, and professional development opportunities to enhance team members' skills and capabilities, with a specific focus on front-line leadership.
• Accountable for the outgoing quality, safety and efficacy of all maintenance and repair services, compliance with all applicable specifications, standard operating procedures, and applicable regulatory bodies.
• Review monthly staffing budget and determine route loading.
• Monitor the budget and financial performance of the Maintenance & Repair Departments within scope.
• Analyze financial reports and make data-driven recommendations and decisions to improve profitability.
• Establish and maintain scheduling for route coverage, night, and weekend on-calls, etc.
• Establish processes and standard operating procedures and report on KPI’s.
• Support and build reporting for the Maintenance and Repair Departments.
• Support and report on excessive calls and entrapments.
• Establish daily huddles for entrapments, repeat calls, and any other critical topics.
• Establish and track required maintenance and repair for trouble devices. 
• Support service contract management. 
• Support violation remediation and management.
• Ensure compliance with applicable laws, regulations, and other certification requirements.
• Performs other duties as assigned.

Work Environment & Hazards:

• Mostly office-based but may require occasional visits to field locations.
• Exposure to confidential company data and sensitive regulatory information.
   

Special Physical Demands:

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to travel to job sites and attend meetings at multiple locations as required. Travel up to 50%.
• Must be able to lift up to 50 pounds at times.
   

Work Contact Group:

• Significant contact with customers and field staff.
• Regular interaction with stakeholders and the various Operational Departments.
• Collaboration with all departments to ensure companywide compliance.

Qualifications

• Bachelor’s Degree in Business Administration or a related field required.
• Minimum of 7 years of related experience required, with at least 4 years in a management role.
• In-depth knowledge of elevator systems, service processes, and relevant technologies.
• Strong understanding of industry safety regulations, codes, and standards.
• Strong leadership abilities with excellent written and oral communication skills.
• Strong interpersonal skills with the ability to build a cohesive team.
• Must have exceptional multitasking skills and the ability to work in a fast-paced environment managing multiple priorities.
• Excellent customer service skills with the ability to establish strong relationships.
• Proficient in Microsoft Suite, specifically Excel, Outlook, Teams, and Word.

We proudly offer a comprehensive benefits package to support our team's health, well-being, and professional growth. Benefits include a competitive salary, 90% employer-covered health insurance, dental, and vision insurance, and various employer-sponsored benefits. The highly competitive 401(k) safe harbor match is 100% vested upon plan entry. There is also generous paid time off, flexible work arrangements, professional development opportunities with tuition reimbursement, and more!

AEG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, sexual orientation, gender identity or expression, religion, age, pregnancy, disability, work-related injury, covered veteran status, political ideology, marital status, or any other factor that the law protects from employment discrimination.