Sr Manager, Field Quality, US and Canada

Location

OTFLH:
Florida Home Offices Remote Location, Remote City, FL, 33408 USA

United States of America

Moving people. Shaping the future. At Otis, we take pride in leading the industry we founded – elevators, escalators and moving walkways. We became an independent, publicly traded company in early 2020 and are excited about our future as we implement our Otis Vision Statement:
We give people freedom to connect and thrive in a taller, faster, smarter world. We feel there has never been a better time to join our team.

The position provides strategic leadership and operational support to the Operating Area Quality Function, ensuring alignment with Operating Unit strategy and achievement of quality objectives. The role drives operational excellence across Operating Area and Operating Territory organizations by establishing and monitoring aligned KPIs, leading initiatives to improve field quality performance, and deploying best practices across the region.

This role reports directly to the Director of Field Quality for the Americas.

• Responsible for Operating Area callback reduction efforts and deploy best practice identified across Operating Areas in the Eastern Region
• Develop strategic plans to reduce callbacks and COPQ by creating, analyzing and distributing Key Process Indicators (KPI) reports including customer feedback, quality and financial metrics
• Work with field service to improve quality of Installation Process
• Responsible for Field Turnback (FTB) management, focusing on timely provision of FTB data with aim to reduce the Identification phase to necessary minimum.
• Oversee Cancellation and Customer Experience
• Understand customer experience through follow up KPI
• Support analysis by applying Continuous Improvement tools
• Participate in Product Safety investigation and work closely with regional team achieving planned PASS closing ratio
• Follow up PUI completion plans and labor cost with Operating Territories
• Identify and Develop Quality skills/talent across Operating Areas field organizations
• Coordinate cross-functional teams to drive Relentless Root Cause Analysis (RRCA) on quality issues. Take responsibility for identifying and leading key defect solutions to conclusion within the organization that may originate from the factories, Service Centers, Suppliers and/or the Field
• Lead resolution of customer and major field quality issues, elevate where appropriate.
• Participate in internal customer board meetings to help product team prioritize on quality improvement programs. Create presentations on status of projects, product quality, reliability and/or safety issues and present to senior management
• Some travel may be required

• Bachelor’s degree in quality, engineering, business field related or equivalent experience
• Minimum of 5 years of relevant work experience in Field New Installation/Service processes and Product experience. Experience and understanding of Field Operations & Sales is necessary
• Successful track record with learning technical information and adapting to new concepts, capabilities, or tools as needed.
• Understanding of elevators and/or escalators is a requirement.
• Demonstrated ability to manage and analyze data to develop and report out on trends and metrics in an easy-to-understand format
• Excellent interpersonal and communication skills with the ability to manage and lead by “influence”
• Strong agility to navigate in complex organizations, to adapt to change and to solve complex issues.
• Result-oriented mindset
• Continuous improvement experience

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…