Reporting to: Vice President Field Operations and Quality

General scope of work:

As a business leader, the incumbent will provide leadership and be responsible for the continuous performance improvement of service field operations for Otis Asia Pacific region. The incumbent will strive to drive profitability growth of service business through improving field quality, effectiveness and efficiencies for repairs and maintenance of products and services. The incumbent will be responsible for digital transformation that helps improve field productivity and reduce field cost.

T-repair execution is also part of this role. The incumbent will also identify, attract, connect and develop service field operations talent in the region. The incumbent will foster strict adherence to Otis core values and Otis Three absolutes – Ethics, Safety and Quality.

Job responsibilities:

1. Lead, direct and influence the service field operations teams to achieve operational excellence and performance results in providing prompt repair and maintenance services to the customers.
2. Monitor and analyze the performance metrics (KPIs). Identify opportunities and drive performance improvements in service field safety, quality, productivity, efficiency, cost management and customer satisfaction.
3. Own the overall field cost management responsibilities of the service business operations and be involved in necessary business performance reviews. Focus on route and task optimization as well as operational organization for better utilization of resources. Focus on material and subcon cost in maintenance and repairs for margin improvement.
4. Support and facilitate service excellence initiatives to reduce callbacks and improve customer experience and satisfaction that will help customer retention.
5. Sponsor, support, contribute and realize the benefits of service digitalization initiatives including global or local applications,



service systems and IoT technologies operationalization (OtisONE).
6. Monitor T-backlog and drive T-sales with positive net recovery margin (NRM).
7. Partner with ‘Field capabilities Learning team’ to establish, facilitate and coordinate field skill development programs and training methodologies to improve technical skills and service excellence focus for service field employees.
8. Foster strong adherence to Otis core values and Otis Three Absolutes – Ethics, Safety and Quality. Support a strong safety culture and compliance to Otis safety policies and procedures. Ensure compliance with the local regulatory requirements in leading service field operations.
9. Lead and partner with ‘Total reward’ to design service field incentive schemes for higher motivation and efficiency.

Job requirements:

1. Bachelor degree.
2. Fluency in communication (verbal and written) with solid presentation aptitude and ability to interact with culturally diverse Field manages in various APAC countries.
3. Highly experienced contributor with at least 10 years of similar operations management experience, preferably in the elevator and escalator industry. Strong knowledge of elevators and escalators with service contracting and cost management.
4. Proven ability to lead cross functionally with key stakeholders in safety, quality, supply chain, field and business operations.
5. Strong business acumen and excellent problem-solving skills to resolve operational challenges.
6. Strong analytical thinking, ability to lead analysis and resolution of complex problems where success requires the evaluation of both tangible and intangible variables.
7. Ability to define strategic roadmaps, build execution plans and drive initiatives in a multi-cultural environment.
8. Excellent customer relationship management skills, ability to work in a highly team-oriented and dynamic environment
9. Proficient in Microsoft Office such as Word, PowerPoint and Excel. IOT, digital knowledge is an added advantage.

📌 Senior Director, Service Field Operations, APAC (Mumbai)
🏢 Otis Elevator
📍 Mumbai