Service Supervisor

The purpose of the Service Supervisor role is to lead the operational service delivery team (Elevator and Escalator) that ensures that KONE always delivers on its commitments to our customers in a safe and timely manner and to the agreed high standard of quality. The Service Supervisor establishes and maintains good relationships with his/her customers through regular interaction with them. He/she also coaches, leads and motivates the Service Technicians to continuously improve field performance. He/she manages the maintenance operations and variable costs according to the targets. With the help of dedicated repair tendering resources in Customer Service and Administration team Maintenance Supervisors ensure that repair and callout sales targets are achieved.
Customer Service
•Responsible for establishing and maintaining a good relationship with all customers in the area and interacting with them regularly and proactively
•Accountable that customer experience touchpoints are followed during the whole maintenance contract lifecycle
•Accountable for customer retention by ensuring that service commitments are met and that promises to the customer are kept (together with the rest of KONE team)
•Communicates to customers that promises have been delivered
•Ensures that customers' queries are answered on time and with the appropriate attention and makes sure complaints are solved accurately and on a timely basis (together with the rest of KONE team)
Safety and Quality
•Ensures safety of all employees and end-users
•Accountable for the delivery of service according to the service contract commitments, the time limits, the KONE quality standards and the local regulations
•Ensures high quality of service through presence in the field, regular field audits and promoting a strong safety and quality culture
•Analyses and takes the necessary actions when new equipment enters the service base
•Responsible for investigating near misses, incidents and accidents, and following company policy on evidence custody and internal reporting
People management / Leadership
•Develops the competences, motivation and overall performance of the technicians by regular coaching
•Ensures the correct level of resourcing in the short-term through absence management and in the mid-term through capacity planning (together with their manager)
•Responsible for determining and approving technicians’ performance objectives
•Responsible for individual target setting and action planning annually, followed-up in regular reviews (Field Operations Management Model FOMM)
•Responsible for cascading the FL and regional direction and targets to his/her team
•Responsible for making sure that individual targets are defined in the beginning of the year and adjusted if needed during the year
•Responsible for having monthly FTF discussions with his/her technicians and coaching them to reach their objectives
•Accountable for following up the progress regularly
Maintenance operations
•Ensures that the field processes and maintenance methods are followed and the support functions are used correctly
•Accountable for the controlling the service operations KPIs in weekly Traction Control calls with Maintenance Operations Manager and defining corrective actions when needed
•Accountable for the variable costs and margins (CMII)
•Accountable for proximity stock content
•Accountable that the third-party inspections are done on time and identified inspection points followed-up
•Validates the service contract technical terms with the salesperson (when requested by salesperson)
•Responsible for helping the KC3 solving technician callout assignment conflicts (priorities)
•Accountable for supporting KC3 in 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 the timely completion of the planned maintenance visits
•Accountable for the safe operation of equipment in his/her area
•Responsible for the control and authorization of overtime