AddressSkills Required:
Regional language skills.
Experience of customer service.
Basic knowledge of Elevator/Escalators.
Exposure of Kone Way Maintenance process.
Exposure of basic Microsoft tools.
Good communication skills.
KONE Competences :Proactive communication, Customer focus, Flexibility, Attention to procedures and guidelines, Collaboration, Analysis and Problem solving, Detailed focus etc
Responsibilities & Key activities:
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
Responsible for helping the KC3 solving technician callout assignment conflicts (priorities)
Accountable for solving and closing the open callouts and reacting in case of stopped equipment and/or safety issues
Accountable for reducing the callouts in his area
Accountable for reviewing callout and service repairs invoices that are not automatically invoiced
Accountable for the timely completion of the planned maintenance visits
Accountable for the planned maintenance scheduling and optimized routing
Responsible for performing site audits
Responsible for investigating accidents and following company policy on evidence custody and internal reporting.
Responsible for the control and authorization of overtime
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 technicians tools, vans, phone/PDA and instruments.
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.
