Service Manager at Otis

Date Posted:

2025-11-03

Country:

United Kingdom

Location:

Liftec Express Andover, Unit 27, Focus 303 Business Centre, Walworth Industrial Estate, Andover, Hampshire, SP10 5NY

Role Overview

Provide overall leadership for the Service Engineers, including EH&S and customer service delivery, manage resource allocation, preventative maintenance execution, repair and callout execution support and customer experience.

On a typical day you will:

Oversee the day-to-day management of the service department, including planned maintenance, call-outs, and minor repairs.
Manage a team of service engineers
Develop and implement service strategies that align with the company’s overall objectives. Forecast service demands and ensure adequate staffing levels.
Monitor and improve customer satisfaction. Handle complex customer complaints and issues with professionalism and empathy.
Maintain strong relationships with clients, attend meetings, handle escalations, complaints, and ensuring high customer satisfaction.
Performance Management and Development (eg: Face to face 121’s, coaching and mentoring of field team)
Lead hiring process with support of HR when necessary
Other line management and controls (timesheet approval, expense approval, time off)
Drive technology adoption within team to support productivity

Drive safety culture and ensure field compliance in line with Liftec Express safety policy
Conduct required field safety and quality for engineers and subcontractors
Deliver safety training to engineers & subcontractors
Ensure PPE and tools, company car are in proper condition
Close out team specific safety corrections in line with company policies and deadlines
Onsite customer meetings in collaboration with the account manager
Lead completion of customer field related queries
Quality Manage Field Quality Audits to support quality productivity

Skills and Qualifications:

Strong client-facing and communication skills
IT literate – comfortable using service management software and Microsoft Office
Experience in project management and service delivery processes
Ability to lead and motivate a team
Analytical skills to monitor performance and identify improvements
Familiarity with service level agreements (SLAs) and performance metrics

Liftec Express is a group of core specialist businesses which focus on the supply, installation, maintenance, repair and modernisation of all types of lift equipment in commercial and residential properties. We pride ourselves on delivering the benefits of a large organisation, whilst maintaining the flexibility and local delivery of a regional service provider. Our success and growth is the result of repeat business from a broad base of satisfied customers.

Liftec Express is an industry leader, capable of delivering a wide range of national services to both the public and private sector, offering high levels of support and customer care. Our positive can-do approach to customer requests makes us stand out in the industry and reinforces our desire to build long-term customer relationships. We believe the culture of dedication, professionalism and the desire to succeed is found in all of our people who in turn, are our assets that make things happen for our customers. We strive to be the best which means we set big goals, rise to achieve them, and win as a team.

Otis is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at careers@otis.com.

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