Service Supervisor

Date Posted: 2026-10-14Country: KuwaitLocation: KWT01: Al Tijaria Tower, 10th Floor, Al Soor Street, MirqabJOB ROLE The role holder is responsible for managing the service field operations within the assigned geographical area including call backs, preventive/reactive maintenance, repair and modernization. The role holder acts as the second level of technical support and conducts safety audits to ensure all service/maintenance operations are conducted within Otis defined procedures. The role holder shall carry out his duties in accordance with the stipulated business policies and procedures. Key Responsibilities Strategic Responsibilities - Provides management information and insights on all dimensions of work area performance to facilitate discussion and decision making, both on a periodic basis and for ad-hoc management requests. - Follows all relevant departmental policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner. Core Responsibilities - Manages the day-to-day operation of the team employees to ensure zero accidents, low call back rate, reduction in labor/spare parts consumption, zero cancellation. - Cascades the organizational plan into individual accountabilities by distributing tasks in a balanced manner amongst all team members. - Conducts safety audit at client sites to ensure all service/maintenance operations are conducted within the OTIS safe working procedures and WWJSSS requirement etc. to minimize any safety concerns. - Evaluate performance metrics (call back/unit/year, no of hours/unit/unit, material cost/unit/year etc.) of the team to devise corrective actions aimed at improving team’s performance. - Maintains close relationship with the employees as well as customers to maximize the customer satisfaction. - Acts as the second level support on technical issues. - Tracks the team’s utilization against plan to ensure productivity in operations. - Supports other junior colleagues with service/maintenance operations at the client sites, acting as a coach to help develop their skills further. - Conducts formal and informal trainings on technical tasks for team members to help develop their skills and enhance operational effectiveness. - Notifies Finance Department of the work stages at the client site to enable the company to collect its dues without delay according to contracts or proposal and payment conditions. - Prepares manufacturing orders, material requisitions, and material correctional documents (AMT). - Prepares and maintains records for dispatching of equipment and for transitional construction works. People Management - Organizes and supervises the activities of team members in a manner that supports self-management and continuous improvement. - Provides coaching, formal and informal feedback to team members in order to support their continuous development. Minimum Qualification Years of Experience - Minimum of 5 year of relevant experience in field operations in a construction/engineering organization Language Skills - Fluent written and spoken English essential, Arabic preferred 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, E