Technical Manager - Heathrow Airport

Kone México; Slough; Hybrid; GBP 65,000 - 95,000; Full time

Benefits offered by this job

25 days holiday + Bank Holidays

1 paid Volunteering Day

Company Pension Scheme

Private Medical Insurance

Bonus

EV Car

Dental Insurance

Development opportunities

Development reviews

Kone Discounts

Gymflex Membership

24/7 GP Support & Wellbeing

Hybrid Working

Job summary

KONE in Slough is seeking a Technical Manager to lead our Technical Help Desk team for lifts and escalators and to support maintenance operations.

You will coach and develop a high-performing team, set clear objectives, monitor performance via KPIs, and drive continuous improvement across the service operation.

This role requires strong communication with field engineers and operations leaders, a customer-focused mindset, and willingness to travel as required.

Qualifications

• A degree in Engineering or a related technical discipline, or equivalent industry experience.
• Previous leadership experience managing technical, engineering or service-focused teams.
• Strong technical understanding of maintenance, engineering or service operations.
• Excellent analytical and problem-solving skills.
• Experience driving performance through KPIs, continuous improvement and root-cause analysis.
• Strong stakeholder management and communication skills.
• A customer-focused mindset with the ability to balance technical and commercial priorities.
• Experience working within engineering, manufacturing, industrial or service environments.
• Confidence leading change and implementing new ways of working.
• Full professional proficiency in English.
• Strong reporting, presentation and documentation production abilities.
• Willingness to travel as required.

Responsibilities

• Lead, coach and develop a high-performing team of technical support specialists.
• Set clear team objectives, monitor performance and drive continuous improvement.
• Ensure timely and effective resolution of technical enquiries from field operations.
• Act as the primary escalation point for complex technical issues.
• Oversee technical support and data processes, ensuring consistency, quality, compliance and process improvement.
• Analyze technical trends, service data to identify opportunities for quality and performance improvement and call-out reduction.
• Support and coordinate remote troubleshooting and escalated cases from connected services operations.
• Drive technical competence development within both the Technical Help Desk team and field engineering teams.
• Collaborate with operational leaders to ensure technical insights are translated into business and customer improvements.
• Support the implementation of new products, technologies and service solutions.
• Contribute to the development of KONE's service strategy and operational excellence initiatives.
• Produce reports and documentation for the operation team and customers to analyze the performance.

Skills

Leadership experience

Analytical skills

Stakeholder management

English proficiency

Education

Engineering degree

Job description

At KONE, we improve the flow of urban life by making people's journeys safe, convenient and reliable. We are now looking for a Technical Manager to lead our Technical Help Desk team across lifts and escalators and play a key role in supporting our maintenance operations in Slough. This is an exciting opportunity for a technically strong and people-focused leader who is passionate about developing teams, driving operational excellence, and using technical expertise to improve customer outcomes.

Main Responsibilities

• Lead, coach and develop a high-performing team of technical support specialists.
• Set clear team objectives, monitor performance and drive continuous improvement.
• Ensure timely and effective resolution of technical enquiries from field operations.
• Act as the primary escalation point for complex technical issues.
• Oversee technical support and data processes, ensuring consistency, quality, compliance and process improvement.
• Analyze technical trends, service data to identify opportunities for quality and performance improvement and call-out reduction.
• Support and coordinate remote troubleshooting and escalated cases from connected services operations.
• Drive technical competence development within both the Technical Help Desk team and field engineering teams.
• Collaborate with operational leaders to ensure technical insights are translated into business and customer improvements.
• Support the implementation of new products, technologies and service solutions.
• Contribute to the development of KONE's service strategy and operational excellence initiatives.
• Produce reports and documentation for the operation team and customers to analysis the performance.

About You

• A degree in Engineering or a related technical discipline, or equivalent industry experience.
• Previous leadership experience managing technical, engineering or service-focused teams.
• Strong technical understanding of maintenance, engineering or service operations.
• Excellent analytical and problem-solving skills.
• Experience driving performance through KPIs, continuous improvement and root-cause analysis.
• Strong stakeholder management and communication skills.
• A customer-focused mindset with the ability to balance technical and commercial priorities.
• Experience working within engineering, manufacturing, industrial or service environments.
• Confidence leading change and implementing new ways of working.
• Full professional proficiency in English.
• Strong reporting, presentation and documentation production abilities.
• Willingness to travel as required.

What KONE can offer:

• We offer a competitive salary, 25 days holiday and additional Bank Holidays, 1 paid Volunteering Day, Company Pension Scheme, Private Medical Insurance, Bonus, EV Car, PDI, Dental Insurance, Development opportunities, and development reviews to help you achieve your professional goals.
• Endless support from experienced lifts & escalator industry leaders, Kone Discounts, Gymflex Membership, 24/7 GP Support & Wellbeing Access, Hybrid Working.

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.

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.