Team Leader - Service Field Delivery Operations

Petaling Jaya, Selangor
Permanent
Full-time

1 month ago

Date Posted: 2025-07-07Country: MalaysiaLocation: Otis Elevator Company (M) Sdn Bhd, 15-01 Menara Symphony, No 5, Jalan Semangat, Seksyen 13, 46200 Petaling Jaya, Selangor Darul Ehsan , MalaysiaRole OverviewWould you like to join a truly international, talent-driven company that values Safety, Ethics, Quality, Innovation, and Employee Opportunity?Otis is growing and is looking for a Team Leader - Service Field Delivery Operations located in Petaling Jaya office. This role is focused on optimizing service workflows, improving system efficiencies, and relieving administrative load from our frontline teams—ultimately enabling better field execution and customer experience.As a key member of the operations team, you will lead process improvement initiatives, oversee end-to-end service delivery administration, and ensure accurate and timely execution of repair and maintenance support. The ideal candidate must possess strong analytical capabilities and the ability to engage both on the ground and with cross-functional leaders.Key ResponsibilitiesOperational Leadership

Lead and manage day-to-day delivery operations processes for field service support, ensuring accuracy, efficiency, and compliance.
Act as a key liaison between Field Operations, Sales, and internal stakeholders to align on job execution, part management, and customer fulfillment.
Champion process standardization and implement best practices across field delivery operations.

Process & Workflow Optimization

Oversee and continuously improve end-to-end workflows including repair bookings, job closures, parts ordering, warranty checks, and billing documentation.
Coordinate with field technicians to ensure timely and accurate part ordering, tracking, and service job updates.
Maintain and enhance operational systems (JDE, SAP, SMS) for accurate data capture and reporting.

Data & System Management

Ensure the accuracy and completeness of service records, job data, and billing details in relevant ERP and CRM systems.
Manage large volumes of operational data and support performance analytics for delivery efficiency, SLA adherence, and repair turnaround time.
Drive system-based improvements and workflow automation to minimize manual processing and errors.

Performance Monitoring & Reporting

Track and report on operational KPIs including booking accuracy, closure timelines, billing errors, and job status updates.
Support root-cause analysis for delivery-related issues and implement corrective actions to drive operational excellence.

Stakeholder Engagement & Support

Collaborate with field teams to identify process gaps and provide solutions to improve field efficiency.
Act as the first point of escalation for field service operational issues related to documentation, system entries, or billing alignment.
Provide training and support to field coordinators and administrative staff to build operational capabilities at the ground level.

Key Requirements

Diploma or Degree in Operations, Logistics, Business Administration, or related discipline.
5–7 years of experience in service delivery or field operations
Proven track record of managing large data volumes, ensuring data integrity, and using data to support decision-making.
Analytical mindset with a strong process improvement orientation.
Able to engage effectively with cross-functional teams and frontline technicians.
High attention to detail, organized, and self-driven.

Apply today to join us and build what’s next!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 billion people every day and maintain approximately 2.2 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 69,000 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 .Become a part of the Otis team and help us #Buildwhatsnext!Otis is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other protected class according to applicable law. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at careers@otis.com.Privacy Policy and Terms:Click on this to read the Policy and Terms

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