Field Service Manager

Kone México; Sydney; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Career progression opportunities

World-class learning and development

High-performing team environment

Total rewards package

Job summary

KONE in Sydney seeks a Field Service Manager to lead the service team, oversee field operations, and build strong customer relationships. You will ensure technicians are supported, resources are managed, and service excellence is delivered through clear leadership.

Ideal candidate brings customer-facing leadership experience, strong communication, and a drive for safety and high-quality outcomes. This role involves planning, field presence, and collaboration with sales and service teams.

Qualifications

• Experience in customer-facing leadership roles within service, operations, facilities, construction or similar environments.
• Proven ability to build credibility, trust and long‑term relationships with customers.
• Outstanding communication skills, with the ability to influence and align stakeholders.
• Confidence leading teams and delivering operational outcomes through others in a field or service environment.
• Ability to coordinate and prioritise field-based activity, ensuring teams are set up to deliver safe, high-quality outcomes.
• A strong customer mindset with high emotional intelligence.
• A sound commercial understanding and appreciation of how customer experience drives business performance.
• A strong commitment to safety and doing things the right way.
• Full drivers licence required.

Responsibilities

• Acting as the primary point of connection for a portfolio of customers, ensuring clear, proactive and professional communication.
• Planning, prioritising and coordinating maintenance and repair activities across the technician team to consistently deliver on customer expectations.
• Leading, coordinating and running the day-to-day activities of an established team of technicians, including planning, performance, and development.
• Spending time in the field building strong relationships and gaining a deep understanding of customer needs.
• Owning customer relationships to support the retention and long-term growth of service partnerships.
• Identifying opportunities to add value for customers by aligning service delivery to their evolving needs.
• Partnering with internal sales and service teams to ensure customer solutions are delivered seamlessly.
• Using customer insight and feedback to drive continuous improvement and support sustainable business growth.
• Championing safety, quality and consistent ways of working across the service team.

Job description

Great benefits and remuneration – Base + Car Allowance + Incentives

Work with industry-leading products and technology

Join a global organisation with a strong focus on training, safety and quality

At KONE, you'll find innovation that goes somewhere

We see a future of smart cities. As an innovation leader in the elevator and escalator industry, our award-winning products and solutions continue to push boundaries, rethinking how we use buildings for life, work and play.

Our work will take you in different directions. We are seeking a Field Service Manager to join our Service Team in Sydney, NSW. In this leadership role, you will be responsible for overseeing field operations, coordinating service activities, and building strong customer relationships. You will ensure our technicians are well supported, resources are effectively managed, and customers receive exceptional service experiences. Through your leadership, you will drive team performance, operational excellence, and customer satisfaction. This role is ideal for someone who thrives on building strong relationships, leading through communication, and lifting service experience through clarity, trust and engagement.

What will you be doing?

Acting as the primary point of connection for a portfolio of customers, ensuring clear, proactive and professional communication.

Planning, prioritising and coordinating maintenance and repair activities across the technician team to consistently deliver on customer expectations.

Leading, coordinating and running the day-to-day activities of an established team of technicians, including planning, performance, and development.

Spending time in the field building strong relationships and gaining a deep understanding of customer needs.

Owning customer relationships to support the retention and long‑term growth of service partnerships.

Identifying opportunities to add value for customers by aligning service delivery to their evolving needs.

Partnering with internal sales and service teams to ensure customer solutions are delivered seamlessly.

Using customer insight and feedback to drive continuous improvement and support sustainable business growth.

Championing safety, quality and consistent ways of working across the service team.

Are you the one?

Experience in customer‑facing leadership roles within service, operations, facilities, construction or similar environments.

Proven ability to build credibility, trust and long‑term relationships with customers.

Outstanding communication skills, with the ability to influence and align stakeholders.

Confidence leading teams and delivering operational outcomes through others in a field or service environment.

Ability to coordinate and prioritise field‑based activity, ensuring teams are set up to deliver safe, high‑quality outcomes.

A strong customer mindset with high emotional intelligence.

A sound commercial understanding and appreciation of how customer experience drives business performance.

A strong commitment to safety and doing things the right way.

Full drivers licence required.

What do we offer?

• Career progression opportunities in a global organisation.
• Access to world‑class learning and development programs.
• A supportive, high‑performing team environment.
• A total rewards package designed to recognise and motivate.
• The chance to work with cutting‑edge vertical transport technology on major, high‑visibility projects.

Note: Applicants must either be a permanent resident or citizen of New Zealand or be a citizen of Australia to apply for this position.

This role is being sourced directly by KONE. We respectfully request no agency approaches.

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 https://kone.com/global/en/careers.html

At KONE, our purpose is to shape the future of cities. As a global leader in the elevator and escalator industry, we move two billion people every day, making their journeys safe, convenient, and reliable with smart and sustainable People Flow®.

In 2025, KONE had annual sales of EUR 11.2 billion, and at the end of the year over 60,000 employees in close to 70 countries.

KONE class B shares are listed on the Nasdaq Helsinki Ltd. in Finland.