Service Supervisor / Service Manager leads and coaches the team of Maintenance Supervisors to reach the Maintenance operations targets and objectives. He/she is also responsible for driving the specific business change initiatives agreed with the Front-Line Maintenance Operations Excellence Manager, ensuring business benefit realization that increases safety, customer satisfaction, quality, productivity, sustainability and business performance.

Responsibilities

Operations management

• Accountable for safety of employees and end-users, ensuring safety is a mindset without any compromises
• Responsible for high level of customer satisfaction in the region or unit
• Accountable for leading the Maintenance operations and ensuring the quality and profitability of service delivery
• Accountable for making sure that individual target setting and action planning takes place annually, and is followed-up in regular reviews (Field Operations Management Model FOMM)
• Accountable for cascading the FL and regional direction and targets to his/her team
• Accountable for making sure that individual targets are defined in the beginning of the year and adjusted if needed during the year
• Accountable for setting Individual Operations Plans for supervisors that which support them in achieving their objectives
• Accountable for following up the progress regularly
• Accountable for making sure that safety and business process are regularly audited, and needed corrective actions identified and implemented
• Responsible for driving the deployment and following up the progress of KONE Way initiatives in his/her area (e.g. Supervisor Role and Mobility, Field Service Management, Dynamic Maintenance Planning, Field Operations Management Model, 24/7 and VAS services, etc.)
• Sets, communicates and follows received orders and monetary value sales targets according to market potential and FL unit guidelines
• Ensures in collaboration with FL repair sales manager that the correct offering and value propositions are available and used by operations team
• Accountable for his/her team’s received orders as well as that short- and long-term monetary targets are met, and that work is executed and invoiced

Leadership / People management

• Leads and coaches the team of supervisors and manages the performance of the team through weekly 1-on-1 Traction Control discussion with supervisors, regular field/customer visits with supervisors and regular field audits with supervisors
• Ensures adequate resources to achieve the short and long-term targets of maintenance operations team
• Drives employee engagement initiatives
• Accountable for developing the competences of the maintenance operations team

Customer focus

• Actively works with customers to find ways to win with customers
• Coach team of supervisors and technicians to be customer centric
• Drive high standard Customer service capability by working closely with Sales, CS&A, and Technical Helpdesk teams

Professional Requirements:

• 4-year college degree minimum or work experience equivalent.
• Customer relationship management skills and experience
• Market and customer business understanding
• Project management skills and experience
• Wide knowledge of construction industry contracts and their management is an advantage

Entry-Level Requirements:

• Fluent in English as an asset
• At the minimum bachelor’s degree in commercial or technical field
• Prior working experience in people leadership
• Prior working experience in elevator maintenance business
• Prior working experience in customer relationship management is an asset
• Minimum 5 years work experience

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

Read more on https://careers.kone.com/en/