The purpose of the Service Supervisor role is to lead the operational service delivery team 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 Maintenance Supervisor establishes and maintains good relationships with his/her customers through regular interaction with them. He/she also coaches, leads and motivates the Maintenance Technicians to continuously improve field performance through LEAN actions and ways of working. 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 Service Supervisors ensure that repair and callout sales targets are achieved. In summary, the Service Supervisor is accountable for all the customer, safety, operational and financial KPI’s linked to the role and to ensure that the monthly, quarterly and yearly targets are achieved or exceeded.Responsibilities and Key ActivitiesCustomer ServiceResponsible for establishing and maintaining a good relationship with all customers in the area and interacting with them regularly and proactivelyAccountable that customer experience touchpoints are followed during the whole maintenance contract lifecycleAccountable 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 deliveredEnsures 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 QualityEnsures safety of all employees and end-usersAccountable for the delivery of service according to the service contract commitments, the time limits, the KONE quality standards and the local regulationsEnsures high quality of service through presence in the field, regular field audits and promoting a strong safety and quality cultureAnalyses and takes the necessary actions when new equipment enters the service baseResponsible for investigating near misses, incidents and accidents, and following company policy on evidence custody and internal reportingPeople management / LeadershipDevelops the competences, motivation and overall performance of the technicians by regular coachingEnsures 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 objectivesResponsible 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 teamResponsible for making sure that individual targets are defined in the beginning of the year and adjusted if needed during the yearResponsible for having monthly FTF discussions with his/her technicians and coaching them to reach their objectivesAccountable for following up the progress regularlyAccountable for service mindset and responsible for regularly visiting the customers together with Maintenance TechniciansAccountable for communicating safety messages as well as technical and code requirements to his/her techniciansAccountable for technician timesheet validation prior to payrollAccountable for defining, authorizing replacement and managing technicians' tools, uniforms, PPE, vans, phone/PDA and instruments.Repair salesManage the repair sales funnelAccountable for the repair sales leads volume and qualityAccountable for monitoring that sales leads are converted to opportunities, tenders and orders by the back-office in time, and responsible for supporting in difficult cases when neededThrough regular customer meetings, identify and promote repair sales leads, opportunities and open tendersCreate leads for new business opportunities (LIS, VB, DIS and NEB)Approve non-billable repairs above agreed monetary thresholdMake invoicing decisions when neededDeliveryAccountable for a proper handover from installation to maintenance and ensuring that any necessary corrective actions are completedMaintenance operationsEnsures that the field processes and maintenance methods (MBM , DMP and related evolutions) are followed and the support functions are used correctlyAccountable for controlling the service operations KPIs in weekly Traction Control calls with Maintenance Operations Manager and defining corrective actions when neededAccountable for the respect of contractual service schedule and response time, by monitoring every day the volumen and type of open jobs (maintenance, call outs, repairs, etc) , customer related queries and tasks  (from the SMT  -Supervisor Mobility Tool) and take needed actions.Accountable for the variable costs and margins (CMII)Accountable for proximity stock contentAccountable that the third-party inspections are done on time and identified inspection points followed-upValidates 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 issuesAccountable for reducing the callouts in his areaAccountable for the timely completion of the planned maintenance visitsAccountable for the safe operation of equipment in his/her areaResponsible for the control and authorization of overtimeResponsible for promoting and facilitating a proper workload balancing across his team and the related route optimization with the support of him Maintenance Operation ManagerRequirements:Safety knowledgePeople leadership skillsCoaching skillsDriving the changeService Mindset skillsExperience or potential to learn local business practices (employment regulations, unions environment, etc.)Management skills (basic understanding of P&L / basic of quality management, etc.)Quality managementCommercial awareness & Relationship buildingBasic of relevant equipment types & tech platformsClarity & coherence in communicationsAbility to explain abstract information (vision, direction, challenges, customer perspectiveEmployment law in relevant country/areaLocal regulations and agreementsLEAN fundamentals

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.

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