Manager, Field Service System

Date Posted:

2025-08-14

Country:

United States of America

Location:

OTCTH: Connecticut Home Offices Remote Location, Remote City, CT, 06032 USA

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

Otis Elevator Company is on the lookout for an enthusiastic Manager, Field Service System to become a part of the Field Service Operations team. This role will lead the upcoming Field Service System (Salesforce) transformation for the US and Canada. Support the onboarding of new offices and implement comprehensive processes for rolling out the FSS tool across US and Canada Operating Areas and Territories.

This role can be done remotely in the United States.

On a typical day you will:

Provide deployment support:

• Coordinate & support OT deployments.

• Engage OTs to complete pre-deployment activities.

• Support training for OA and OT members.

• Provide post-deployment reinforcement and support.

• Champion the program and associated change management efforts.

Administrative support:

• Create New Work Types: Specific Repairs & Open Order.

• Create New Work Plans/Steps for associated New Work Types.

• Attach all related documents to Work Plans/Work Types/Units.

• Create and manage new Skills/Certifications.

• Administer required hours.

• Administer resource preferences.

• Create & update Service Territories as needed.    

• Overall maintenance and support of Field Service application.

Operating territory support:

• Support Shift creation and management.

• Overall support and training (Service PM’s/Trainers/OT Teams).

• Collect, document, and promote best practices.

Assist in coordination:

• Work with Global Field Service Admin for enhancements 

• Consolidate OA/OT feedback.

• Help prioritize bugs & enhancements.

• Writing requirements, Testing, Pilot, Deployment, Sustain & Support.

• Communicate & promote new features/enhancements/bug fixes.

• Develop and communicate standard work/training.

KPIs & Reporting:

• Monitor KPI Dashboard at an OU/OA/OT level.

• Monitoring scheduling KPI’s for discrepancies & assist with corrections.

• Develop and communicate standard KPIs and reports.

Time & Expense:

• Monitor Mechanic Submission & Supervisor T&E Approval for any issues or downstream rejections.

• Support Supervisors in making payroll corrections as needed.

Monitor Contract Statuses:     

• Suspensions/Cancellations/NIS/Recaptures

• Maintenance WO removed/created. 

• Contract conversions to Maintenance Plans.

• Coordinate with Sales on making corrections as needed.

What you will need to be successful:

• Bachelor’s degree

• 3+ years of Salesforce experience

• Previous experience in Service Field Operations is desired

• Ability to work in a highly team-oriented and dynamic environment 

• Strong written and verbal communication skills to effectively develop expectations and relationships with internal and external customers 

• Self-motivated and able to manage many simultaneous projects and responsibilities 

• Comfortable in a technical environment utilizing Microsoft based computer software 

• Strong leadership skills, goal-orientated, and self-motivated with excellent time management and organizational skills 

• Knowledge and strict enforcement of company EH&S policy and processes 

• Ability to travel between 25-50% domestically

Additional Com