Manager- Service
Manager- Service
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Job Description
Field operations
Responsible for high level of customer satisfaction in the region
Functional and disciplinary leadership of the Service Team in the region
Responsible for developing the personnel ensuring their motivation continuous development and achievement against regional targets
Coaching the technical-oriented Supervisors of today to be customer- service- and result-oriented Line Managers
Selection of personnel training and continuous qualification of the employees
Dealing with complaints as well as a continuous supervision of the customer satisfaction
Developing actions on the basis of provided market analysis. Creating the business plan including budget planning and budget control for the individual Service Supervisors and possibly for the various product groups in order to allow a short- intermediate- and long-term control of the regional Service Sector.
Sales
1. Service repairs
Responsible for sales in the Service Sector of the region
Responsibility and monitoring of the sales results including a continuous analysis and coordination of the sales and return target in order to secure the portfolio (unit and value)
2. Ensuring Renegotiations
Proactive customer care of the existing customers
Securing and extending the existing maintenance portfolio pricing and profitability of the KONE customers
3. Securing NBS conversions
Proactive process to ensure zero NBS conversions are lost
Securing and extending the existing maintenance portfolio pricing and profitability of the KONE customers
The Service Operations Manager also ensures that:
Service Supervisors allocate the fitters on the basis of precise maintenance planning and routing.
Service Supervisors / fitters and subcontractors get the statutory safety instructions.
Service Supervisors / fitters and subcontractors wear the personal protective equipment.
Fitters provide the services as agreed in the contract.
Agreed dates for maintenance are met.
Customers get information about the dates for maintenance in advance.
Service Supervisors accurately organize the emergency service including the emergency service areas.
Technical Safety Inspections are done and that the customer is informed about the dates in writing.
Handover from Installation to Maintenance runs orderly.
Continuous improvement of the work processes
Participation at the Meetings of the Service Management at national level
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 Experience:
Manager
Employment Type
Full-Time
Key Skills
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