Service Manager

Heathrow Airport; Chertsey; On-site; GBP 45,000 - 60,000; Full time

Job summary

A global leader in elevators is seeking a Service Manager at its Chertsey location. The role involves leading a team of Maintenance Supervisors, ensuring quality service delivery, and fostering a customer-centric approach. Ideal candidates will have proven leadership experience, a strong technical background, and excellent communication skills. Join a collaborative environment that values innovation and sustainability.

Qualifications

• Lead supervisory team and manage performance through regular feedback.
• Strong technical background in quality management is required.
• Experience in infrastructure or construction projects is highly desirable.

Responsibilities

• Ensure safety of employees and end-users.
• Lead Maintenance Operations to ensure quality service delivery.
• Coach team of supervisors for customer-centric operations.

Skills

Team development

Leadership experience

Strong communication skills

Proficient in maintenance coordination

Project management skills

Customer service excellence

Job description

About The Role

KONE are seeking an experienced Service Manager to join their team at Heathrow. As a global leader in the lift and escalator industry, KONE provides lifts, escalators and automatic doors, as well as solutions for maintenance and modernisation to add value to buildings throughout their life cycle. Through more effective People Flow, they make people's journeys safe, convenient and reliable, in taller, smarter buildings. The Service Manager leads and coaches the team of Maintenance Supervisors to reach the Maintenance operations targets and objectives.

Role Responsibilities

• Accountable for safety of employees and end-users, ensuring safety is a mindset without any compromises
• Accountable for leading the Maintenance Operations and ensuring the quality and profitability of service delivery
• Accountable for making sure that individual target setting, and action planning takes place annually, and is followed up in regular reviews (Field Operations Management Model FOMM)
• Accountable for making sure that safety and business process are regularly audited, and needed corrective actions identified and implemented
• Accountable for team's received orders as well as that short- and long-term monetary targets are met, and that work is executed and invoiced Leadership / People management
• Leads and coaches the team of supervisors and manages the performance of the team through weekly 1-on-1 discussion with supervisors, regular field/customer visits with supervisors and regular field audits with supervisors
• Coach team of supervisors, and technicians to be customer centric
• Accountable that customer experience acceleration touchpoints are followed during the whole maintenance contract lifecycle

About You

• Proven team development and leadership experience
• Industry or experience working in infrastructure or construction projects is highly desirable
• Strong technical background in quality management is essential
• Excellent communication and people skills, enabling you to build positive relationships with internal and external stakeholders
• Proficiency in coordinating maintenance activities, managing work orders, and ensuring timely completion of tasks
• Demonstrated project management skills and ability to lead initiatives through to completion
• Comfortable working in fast-paced, complex, and changing environments
• Experience supporting or conducting audits (internal or external)
• High attention to detail and a proactive approach to problem-solving
• Providing exceptional customer service

About The Company

At KONE, the focus is on creating an innovative and collaborative working culture that values each individual's contributions. Employee engagement is a key focus area, with encouragement for active participation and the sharing of information and ideas. Sustainability is an integral part of the culture and the daily practice, alongside a commitment to ethical business conduct. The company strives to cultivate a work environment where colleagues trust and respect one another, and where good performance is recognised. As a great place to work, KONE offers a variety of experiences and opportunities designed to help employees achieve their career and personal goals, while supporting a healthy and balanced lifestyle.