Location: Toronto, ON, Canada
Job ID: 88845

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Field Operations Manager - Existing Installations

Your main responsibilities

The Field Operations Manager is responsible for managing existing installation operational activities through conforming to customer and company requirements as related to safety, cost improvement and customer satisfaction in support of Branch/District objectives. They are responsible for managing, coaching and training field employees as well as health and safety requirements.

People Management

• Provide leadership and direction for the operational functions in alignment with local strategies and Corporate and District/Branch objectives
• Manage direct reports through providing mentorship, guidance and constructive feedback to promote employee development

• Ensure all field and supervisory/support employees are trained and committed to Schindler quality initiatives and objectives, including identifying training needs and deliver training (safety & technical) to field and supervisory employees

• Interface with IUEC Representation to foster positive labor relations

Safety and Supervision

• Implement customer and Company requirements for quality, performance reliability and passenger safety for each location under their supervision
• Ensure exceptional quality standards, training and performance of field personnel
• Manage hourly field employees through providing mentorship, guidance and constructive feedback to promote employee development
• Make sound judgments as related to motivation, training and work assignments for all employees within their assigned responsibility, while at the same time, adjusting manpower to minimum level and meeting and or exceeding customer requirements
• Coach hourly field employees Company's methods of quality, productivity and safety
• Monitor the work of all hourly field employees from both a quantitative and qualitative point of view
• Review of time tickets for accuracy and maintain vacation schedules
• Persuade field employees to follow practices and procedures that will foster teamwork and improve quality and productivity

Financial Management

• Manage/support all service work in area of responsibility within framework of financial budget
• Ensure appropriate controls are in place for labour and material spend

Process and Quality Management

• Monitor job completion check points and implement required corrective action in order to drive service delivery performance to BDP model
• Ensure maintenance work meets Schindler employee and passenger safety and quality standards and all contract requirements as defined by customer
• Manage ongoing program of field audit to assurance conformance of performance standards of quality, completeness and safety.
• Implement service delivery management strategy in support of assuring uniform application of preventative maintenance procedure while controlling manpower to minimum level
• Provide technical support to Sales and Field employees
• Ensure ISO compliance

Customer Service and External Relations

• Liaise with property management representatives/building owners
• Ensure compliance with government regulatory requirements
• Interpret customer concerns and mobilize the necessary internal resources in such a way that customer satisfaction is assured while cost and human resources disruption is minimized
• Ensure customer needs or enquires are met in a prompt, professional manner. Provide clear and written communications
• Demonstrate to customers that they are receiving fair value for their expenditures
• Communicate with and influence business agents, inspectors, etc., in resolving disputes
• Monitor service calls in assigned portfolio to eliminate repetitive calls
• Maintain and manage pro-active relationships with Union business agent

What you bring

Knowledge

• Post Secondary - preferably in Business or Engineering
• 10-15 years in elevator industry or related experience, or a similar industry which includes the sales and servicing of capital equipment, with at least 3-5 of those years is a senior supervisory or management position

Critical Skills

• Proficient in MS Office
• Coaching and Mentoring: ability to motivate and guide team members
• Communication: Communicate clearly and articulately
• Customer Service: Demonstrate costumer focus through improving performance
• Leadership: Possess solid leadership skills
• People Management: Ability to select, train, supervise and evaluate staff
• Persuasion: Persuasion is required both internally and externally. Employees and customers must frequently be motivated to act or react in a manner to support credibility
• Presentation: Ability to present materials clearly
• Problem Solving: Ability to fully understand the problem, assess responsibility, explore alternatives, develop creative solutions and negotiate settlements
• Teamwork: Ability to interact with all levels and be an integral part of the operation
• Demonstrate the ability to embrace new concepts and change as well as seek new ways of doing things

The salary range for this position is $125,000 to $145,000 CAD.

Actual compensation will be determined based on a variety of factors, including relevant experience, education, skills, and market conditions, as well as internal equity considerations, in alignment with our overall compensation practices.In addition to base pay, this role may be eligible for:

• Annual short-term incentive bonus

This range represents base salary only and does not include bonus, incentive compensation, or benefits. Eligible employees may participate in discretionary incentive programs based on individual and company performance. A comprehensive benefits package is offered to eligible employees.We are committed to fair and transparent compensation practices. The salary range disclosed reflects our good-faith estimate of base pay at the time of posting.

Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this position.

We do not use artificial intelligence in our hiring or evaluation process. All hiring decisions are made by authorized human personnel.

What's in it for you?

• Competitive Salary (commensurate with experience)
• Competitive Bonus Incentive Program or Commission Plan
• Wide range of professional and leadership development opportunities
• Competitive Extended Health, Dental & Vision Plans
• Generous Paid Time Off Plans
• Tuition Reimbursement Program
• Competitive Group RRSP with Company Match

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