DEPUTY MANAGER - SERVICE

Job Description

Job Profile SummaryJob Profile SummaryMaintenance supervisors 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. Where there is no TRB supervisors (e.g. in the area with low density of equipments), he is also accountable for the field costs of the TRB sales (see NEB/TRB supervisor role description).Job DescriptionJob DescriptionCustomer relationship managementAccountable for customer satisfaction through quality of service and precise communicationAccountable for equipment safety and performanceAccountable for selling service repairsAccountable for the sales lead volume, quality, and further processing of sales leadsAccountable for resolving customer service quality complaintsAccountable for resolving customers invoicing complaints related to maintenance operationsService operationsAccountable for the end-users, the sites and the technicians safetyAccountable for the delivery of service according to the service contract requirements, the time limits, the KONE quality standards and the local regulationsAccountable for the control of the field operations costs and CMIIAccountable for callouts and service repairs salesResponsible for proximity stock content & valueAccountable for managing the third party inspections visits and follow-up actionsValidates the service contract technical terms with the salespersonAccountable for supporting the maintenance of any foreign equipment coming into the LIS baseResponsible 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 issuesAccountable for reducing the callouts in his areaAccountable for reviewing callout and service repairs invoices that are not automatically invoicedAccountable for the timely completion of the planned maintenance visitsAccountable for the planned maintenance scheduling and optimized routingResponsible for performing site auditsResponsible for investigating accidents and following company policy on evidence custody and internal reporting.Responsible for the control and authorization of overtimePeople management / LeadershipAccountable for the performance of his assigned techniciansAccountable for maintenance technicians motivation and competence developmentAccountable for determining and checking technicians performance objectivesAccountable for communication to his techniciansAccountable for managing technician absences and back-up, and callout technician schedulingAccountable for technician timesheet validation prior to payrollAccountable for equipment assignment to technician and technician workload balancingResponsible of defining the technician capacity need and for the technician hiring and selection processAccountable for defining, authorizing replacement , managing technicians tools, vans, phone/PDA and instrumentsAt 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.,

Keyskills :
financecustomer serviceinsurancemis