Technical Manager - Heathrow Airport

Kone; Slough; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Competitive salary

25 days holiday

Volunteer day

Pension scheme

Private medical

Bonus

Hybrid working

KONE discounts

Gym membership

GP & wellbeing

Job summary

KONE is seeking a Technical Manager in Slough to lead the Technical Help Desk for lifts and escalators, supporting maintenance operations. You will manage a team of technical specialists, provide expert support to field engineers and drive continuous improvement across service delivery.

The role emphasizes leadership, data-driven decisions and strong stakeholder management, with regular customer interactions and travel to sites such as Heathrow. Hybrid working is available.

Qualifications

• Degree in Engineering or related technical discipline; equivalent industry experience.
• Previous leadership of technical, engineering or service-focused teams.
• Strong understanding of maintenance, engineering or service operations.
• Experience driving performance via KPIs, root-cause analysis and CI.

Responsibilities

• Lead, coach and develop a high-performing Technical Help Desk team.
• Set objectives, monitor performance and drive continuous improvement.
• Ensure timely resolution of technical enquiries from field operations.
• Act as primary escalation point for complex issues.
• Oversee data processes with focus on quality and compliance.
• Analyze trends to identify opportunities for quality and performance improvement.
• Coordinate remote troubleshooting and escalations from connected services.
• Develop technical competence within teams and across field engineers.
• Collaborate with operations leaders to translate insights into improvements.
• Support implementation of new products, technologies and service solutions.
• Contribute to service strategy and operational excellence initiatives.
• Produce reports and documentation for operation teams and customers.

Skills

Leadership experience

Analytical skills

Stakeholder management

Communication skills

Problem solving

Change management

Reporting

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. As Technical Manager, you will lead a team of technical specialists who provide expert support to field engineers, helping resolve complex technical issues, improve equipment performance, and drive continuously improving across our service business. Experience within the lift and escalator industry is advantageous, but we also welcome candidates from other technical service and engineering sectors. Working out of our Slough office, this is a customer facing role with regular weekly visits meeting customers at Heathrow Airport.

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.

You will ideally bring

• 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.

Ready to make an impact? If you're a technical leader who enjoys developing people, solving complex challenges and driving service excellence, we'd love to hear from you.

Benefits and Culture

• 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
• 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.