Assistant Manager-Service

KONE India is part of KONE, one of the global leaders in the elevator and escalator industry. KONE has been ranked as one of the most innovative companies in the world. Every day, millions of people globally are using our elevators and escalators in an increasingly urbanizing environment. We want to offer the best People Flow™ experience to those using our equipment in residential and office buildings, hotels, public transportation sites, hospitals, shopping malls and many special buildings

What are we looking for? Maintenance supervisor’s role is to plan, manage and control the field service operations in his area, according to the service contract requirements, the company policies and the KONE processes. He is the first point of contact for his technicians. He is also the first point of contact for all technical or operational issues raised by any customer whose equipments he has been assigned. He is accountable for the costs of the maintenance field operations (callouts, service repairs, planned maintenance), as well as for the revenues of callout and service repairs sales

What will you be doing? Customer relationship management

• Accountable for customer satisfaction through quality of service and precise communication
• Accountable for equipment safety and performance
• Accountable for selling service repairs
• Accountable for the sales lead volume, quality, and further processing of sales leads
• Accountable for resolving customer service quality complaints
• Accountable for resolving customers invoicing complaints related to maintenance operations

Service operations

• Accountable for the end-users, the sites and the technicians safety
• Accountable for the delivery of service according to the service contract requirements, the time limits, the KONE quality standards and the local regulations
• Accountable for the control of the field operations costs and CMII
• Accountable for callouts and service repairs sales
• Responsible for proximity stock content & value
• Accountable for managing the third-party inspections visits and follow-up actions
• Validates the service contract technical terms with the salesperson
• Accountable for supporting the maintenance of any foreign equipment coming into the LIS base

People management / Leadership

• Accountable for the performance of his assigned technicians
• Accountable for maintenance technicians’ motivation and competence development
• Accountable for determining and checking technicians’ performance objectives
• Accountable for communication to his technicians
• Accountable for managing technician absences and back-up, and callout technician scheduling
• Accountable for technician timesheet validation prior to payroll
• Accountable for equipment assignment to technician and technician workload balancing
• Responsible of defining the technician capacity need and for the technician hiring and selection process
• Accountable for defining, authorizing replacement, managing technician’s tools, vans, phone/PDA and instruments

What do we offer?

• Career progression opportunities within a global organisation
• Total reward elements that engage and motivate our employees and help us make KONE a great place to work
• Comprehensive learning and development programs covering a wide range of professional skills

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://kone.com/global/en/careers.html