Field Support Delivery Operations Lead

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

We are seeking a proactive and process-driven Field Support Delivery Operations Lead SEA, to spearhead our Field support operations across Southeast Asia. This pivotal role is designed to optimize workflows, streamline Field administration, and improve system efficiencies.

The ideal candidate is hands-on, analytical, and thrives in fast-paced environments. They must be able to influence across functions, lead by example, and drive continuous improvement. A strong background in shared services or centralized sales operations is highly preferred.

Key Responsibilities:
Leadership & Strategy

• Lead the setup and execution of delivery operations strategy with a focus on efficiency, scalability, and service excellence.
• Act as the change agent to establish process discipline and customer-centric sales support models.
• Engage with commercial leaders and cross-functional teams to drive alignment and accountability.

Operational Excellence

• Optimize cross-functional workflows supporting the Field Team, including digital approvals, centralized documentation, and compliance tracking.
• Oversee the end-to-end administration lifecycle from tender submission to contract management, renewals, unit conversions, and order processing.
• Establish and track SLAs and compliance metrics to monitor process performance and accountability.

System & Process Ownership

• Maintain and enhance CRM, ERP, and service management platforms to ensure data integrity and usability.
• Drive automation and process standardization across the region.

Team Development

• Mentor and train sales support personnel across SEA, fostering a culture of operational excellence and continuous improvement.
• Provide hands-on guidance and support, especially in high-volume and complex tasks.

Key Requirements
:

• Bachelor's degree in Business Administration, Operations, or related field.
• Minimum 7 years of experience in Field/Sales operations, delivery enablement, or shared services.
• Strong process orientation and ability to implement scalable operational solutions.
• Proficiency in CRM, ERP, and workflow automation tools.
• Ability to work both strategically and tactically with a strong sense of ownership.
• Excellent communication and influencing skills to engage senior stakeholders and cross-functional partners.
• Experience in managing teams across geographies is an advantage.

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 here.

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
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