Team Leader - Service Field Delivery Operations

Overview

Team Leader - Service Field Delivery Operations role at Otis Elevator Co.

Date Posted : Country : Malaysia

Location : Otis Elevator Company (M) Sdn Bhd, 15-01 Menara Symphony, No 5, Jalan Semangat, Seksyen 13, 46200 Petaling Jaya, Selangor Darul Ehsan, Malaysia

Would 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 focuses on optimizing service workflows, improving system efficiencies, and relieving administrative load from 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 Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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

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. We are 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

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