Otis Elevator Co.

Otis Elevator Co.

Designs, manufactures, and services elevators, escalators, and moving walkways worldwide.

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Service Manager

Manage field service team for elevator maintenance, repair, and safety compliance.

Mascot, New South Wales, Australia
Full Time
Intermediate (4-7 years)

Job Highlights

Environment
Field

About the Role

The permanent Service Manager position reports to the General Manager and is based in the Mascot office. The manager will oversee safety, well‑being, and field‑based supervision of the Service Field team responsible for maintenance, repairs, and modernisation of Electra’s equipment portfolio. Key duties include directing all service and repair field staff, providing safety coaching and training to meet KPI targets, and acting as Duty Supervisor on a rotating roster to support night‑call mechanics and dispatch emergency parts. The role also requires building collaborative relationships with internal teams, customers and government inspectors, ensuring compliance with legislative and company standards, partnering with the sales team, and validating service quality through surveys and audits. Flexibility to take on additional units or territories during peak periods or staff absences is essential. • Direct service and repair field personnel to achieve operational goals. • Deliver safety coaching and training to improve KPI performance. • Serve as Duty Supervisor on rotating shifts, supporting night‑call mechanics and emergency parts dispatch. • Foster collaborative relationships with internal teams, customers, and government inspectors. • Ensure all procedures comply with legislative requirements and customer expectations. • Partner with sales colleagues to exceed client service standards. • Conduct annual service quality surveys and audits, implementing continuous‑improvement actions. • Assume additional units or territories during peak workload or staff shortages. • Influence and liaise effectively with stakeholders across the organization.

Key Responsibilities

  • field supervision
  • safety coaching
  • duty supervisor
  • stakeholder liaison
  • compliance management
  • quality audits

What You Bring

Successful candidates will hold engineering or related trade certifications, with an electrical licence considered advantageous, and a supervisory certificate such as Front‑Line Leadership. At least five years’ experience supervising tradespeople in the lift industry or a comparable construction/service environment, a valid driver’s licence, strong customer focus, business acumen, and excellent communication skills are required. Proficiency with computer hardware and software and the ability to influence stakeholders across the organisation are also important. • Hold engineering or related trade certification; electrical licence preferred. • Possess a supervisory credential (e.g., Front‑Line Leadership) and minimum five years’ lift‑industry experience. • Maintain a valid driver’s licence and strong customer‑service orientation. • Demonstrate business acumen, adaptability, and results‑driven mindset. • Exhibit proficient computer hardware/software knowledge and excellent verbal and written communication.

Requirements

  • engineering cert
  • electrical licence
  • leadership cert
  • lift experience
  • driver licence
  • customer focus

Benefits

Otis operates in more than 200 countries, moving billions of people daily and maintaining the industry’s largest service portfolio. Employees benefit from a diverse, global community, extensive training, leadership development programmes, and an Employee Scholar Program that supports further education. The company is committed to safety, ethics and quality, and embraces ESG principles while offering equal‑opportunity employment.

Work Environment

Field

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