Sr Manager, Service Quality Expert

Date Posted:

2025-11-13

Country:

United States of America

Location:

OTPAH: Pennsylvania Home Offices Remote Location, Remote City, PA, 06032 USA

Would you like to join a truly international, talent driven company that values Safety, Ethics, Quality, Innovation and Employee Opportunity?

Otis is seeking a Service Quality Engineer to support our Key Accounts sales organization, as well as indirect support of the US & Canada Service Technicians and Supervisors, with the objective of continually improving Key Accounts quality and productivity.

This role can be performed remotely anywhere in the United States.

On a typical day you will:

• Work with the Key Accounts organization and local branch offices to identify and resolve issues that drive productivity and quality within Key Accounts

• Recommend, implement and update changes in maintenance service documentation, methods, process design and delivery, monitor field performance for contract compliance and address deficiencies within region and branches.

• Assist and oversee escalations from Key Account customers by prioritizing, resolving and responding appropriately to these escalations.

• Conduct field education training ensuring that we meet contract requirements for each Key Account.

• Some travel expected in the United States.

What you will need to be successful:

• Bachelor's degree and 4 years of relevant experience or 7+ years relevant experience.

• Energetic, team-oriented, and willing and able to take innovative approaches to meet our objectives

• Strong champion of Otis Absolutes of Safety, Ethics and Quality

• Otis supervisor experience strongly preferred

• Ability to analyze and use data to recommend and develop action plans to drive quality and efficiency improvements

• Strong customer focus and problem resolution skills

• Knowledge of Otis IT systems, apps, and field business processes

• Ability to provide training to individuals as well as groups of up to 30 people

• Knowledge of Microsoft Excel, PowerPoint, Smartsheet, Qlik Sense, and Salesforce

Additional Comments:

Given the nature of the position, Otis Elevator does not support sponsorship, e.g. H-1B or TN petitions/applications, for this position. 

What we offer:

• We offer a 401(k) plan with a generous company match and an automatic retirement contribution for your future financial security from day one of your employment, you and your eligible dependents will receive comprehensive medical, prescription drug, dental, and vision coverage. 

• Enjoy three weeks of paid vacation, along with paid company holidays 

• We provide paid sick leave, employee assistance, and wellness incentive programs to support your well-being. 

• Life insurance and disability coverage to protect you and your family. 

•  Voluntary benefits, including options for legal, pet, home, and auto insurance. 

• We offer generous birth/adoption and parental leave benefits, as well as adoption assistance, to support growing families. 

• Pursue your educational goals with our tuition reimbursement program. 

• Recognize and be recognized! We celebrate service anniversaries and offer spot performance bonus opportunities to show our appreciation. 

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day. 

Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide, the industry's largest Service portfolio.  

You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 72,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.  

When you join Otis, you become part of an innovative global industry leader with a resilient business model. You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge.  

We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.   

Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do.  We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here.  

Become a part of the Otis team and help us #Buildwhatsnext! 

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