Sr Assoc, Field Svc

Date Posted: 2026-10-02 Country: Morocco Location: Centre d'affaire Gueliz Customer and Account Management 1. Develop and maintain strong customer relationships, ensuring their satisfaction and loyalty. 2. Conduct regular reviews with key customers to understand their needs and expectations. 3. Effectively resolve customer issues, minimizing downtime and callbacks. 4. Respond promptly to customer inquiries, concerns, and complaints. Portfolio Growth and Development 1. Implement strategies to grow the maintenance portfolio. 2. Identify and pursue new sales opportunities for repairs and upgrades. 3. Collaborate with sales teams to develop customized solutions for customers. 4. Conduct site visits and assessments to identify salvage and upgrade opportunities. Operations Management and Team Development 1. Supervise and coordinate maintenance mechanics, assign tasks, and monitor the progress of all field activities (preventive maintenance, recalls, repairs, etc.). 2. Collaborate with the FOD (Forward Operations Director) to train and develop mechanics, ensuring their skills match the company's needs. 3. Manage employee relations, resolve conflicts, and ensure a positive work environment. 4. Provide technical support to mechanics and identify areas for improvement. 5. Plan and prioritize maintenance tasks, ensuring efficient resource allocation. 6. Conduct performance reviews, provide constructive feedback, and offer coaching 7. Foster a culture of teamwork, innovation, and continuous improvement. 8. Promote employee engagement, recognition, and rewards. 9. Ensure compliance with HR policies and procedures. Safety and Quality Assurance 1. Develop, implement, and enforce safety protocols and procedures in accordance with OTIS rules. 2. Organize regular safety training and workshops for mechanics. 3. Conduct safety audits (FPA) and inspections of mechanics and units (OSA). 4. Investigate incidents/accidents, document root causes, and recommend corrective actions. 5. Report all incidents, accidents, and near misses to EH&S. 6. Ensure compliance with quality standards by conducting regular audits and inspections. 7. Develop and maintain quality control processes to improve overall performance. 8. Collaborate with the quality team and the FOD to implement best practices. Recall Reduction and Quality Improvement 1. Analyze recall data, identify trends, and identify areas for improvement. 2. Develop and implement strategies to reduce recalls. 3. Ensure the timely closure of Product Upgrade Instructions (PUIs). 4. Guarantee the prompt resolution of customer complaints and issues. 5. Implement corrective actions to address performance gaps. Other Responsibilities 1. Participate in audits and provide necessary information. 2. Collaborate with other departments (e.g., sales, finance) to achieve company objectives. 3. Perform 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 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. 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