Looks like the piston wasn't lined up or the packing wasn't installed right. A cut in a packing from a big scar in the piston of that size would have severe leaking in a matter of days. Did the company run the piston up to check for scratches/welding slag? The cross hatched sanding pattern in your pics looks pretty normal for those jacks.

Just curious why you didn't call Otis to re-pack it? If anything they know the unit the best. These jacks are usually not leakers and are very easy to check the piston for scratches and are one of the easiest to repack.

Also, 10 years for a packing, running or not, is well past its typical lifespan.