UAE Field Service Lead

Country Field Service Lead

The Country Field Service Lead is responsible for overseeing and driving the performance of Field Operations within the country. This role ensures the effective coordination of escalations, technical support, field transformation initiatives, and operational excellence across all branches. The position requires strong leadership, a deep technical background, and the ability to collaborate with multiple regional stakeholders to achieve service, quality, safety, and financial targets.

Key Responsibilities

• Escalation Management & Technical Support
• Define, implement, and communicate Escalation Management and Technical Support processes across all branches.
• Establish and lead the Service Operation Center (SOC) structure within each country to ensure proper escalation coordination.
• Provide timely support to stakeholders involved in escalations, ensuring rapid issue resolution and effective communication.
• Field Engineering Team Leadership
• Create and lead the Field Engineers (FE) team in each country, raising the technical competence and skills of technicians and supervisors.
• Ensure proper communication of internal career paths for all direct field employees.
• Develop and deploy a performance measurement plan for Field Engineers in alignment with the ME Field Transformation Leader.
• Field Service Performance Management
• Oversee and improve the performance of the supervisors' team at country level.
• Lead the monthly Service Supervisors Meeting for each branch.
• Ensure achievement of key operational and financial KPIs, including:
• T Sales Performance and country-level backlog control.
• O Margin achievement, including productive hours and material consumption control.
• CR and Rebel units target achievement.
• Support to Regional Leaders
• Assist the ME Field Enable Leader in preparing Production Plans for the country and each branch.
• Support the ME Field Training Leader in building and deploying the annual Training Plan for technicians, FEs, and supervisors.
• Collaborate with the ME Spare Parts Leader and Supply Chain team to prepare accurate Demand Planning.
• Support country-level route optimization initiatives with the ME Field Enable Leader.
• Work jointly with the ME Quality Lead and Safety Leaders to ensure field targets are met according to company Quality and Safety standards.

Qualifications

• Bachelor's Degree in Engineering (Electrical, Mechanical, Industrial, or related field). Mandatory.
• Fluent English (spoken and written). Mandatory.
• Minimum 7–10 years of experience in Field Operations, Technical Support, Maintenance Services, or related areas.
• Proven leadership experience managing technical teams or field service teams.
• Strong communication, analytical, and problem-solving skills.
• Ability to work cross-functionally and coordinate multiple stakeholders.

Competencies

• Leadership & People Development
• Technical Expertise in Field Services
• Strong Customer Focus
• Escalation & Crisis Management
• Operational Excellence
• Planning & Performance Monitoring
• Collaboration & Stakeholder Management
• Safety & Quality Compliance

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.

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.