Junior Engineer / Engineer - Service

KONE; Bengaluru; On-site; INR 900,000 - 1,250,000; Full time

Job summary

KONE in Bengaluru seeks an experienced service operations leader to drive customer satisfaction, ensure equipment safety, and grow service repair sales. The role emphasizes coordinating field teams, managing safety, and aligning service delivery with contract requirements and local regulations.

You will oversee callouts, inspections, invoicing issues, and technician scheduling while striving to reduce callouts and optimize maintenance routing.

Qualifications

• Experience in service operations and customer-facing roles.
• Ability to manage safety and quality in field service.
• Proven track record in leading technical teams.
• Strong communication with customers and internal stakeholders.

Responsibilities

• Accountable for customer satisfaction through quality of service and precise communication.
• Accountable for equipment safety and performance.
• Accountable for selling service repairs.
• Accountable for the sales lead volume, quality, and further processing of sales leads.
• Accountable for resolving customer service quality complaints.
• Accountable for resolving invoicing complaints related to maintenance operations.
• Oversee end-users, sites and technicians safety during service delivery.
• Ensure service delivery aligns with contract requirements and local regulations.
• Control field operations costs and CMII.
• Manage callouts, service repairs sales and proximity stock content.
• Coordinate third-party inspections and follow-up actions.
• Validate service contract terms with the salesperson.
• Support maintenance of foreign equipment arriving at LIS base.
• Resolve technician callout assignment conflicts and prioritize tasks.
• Close open callouts and respond to safety issues; reduce callouts in area.
• Review invoices not automatically generated; ensure timely maintenance visits.
• Plan maintenance scheduling and optimize routing; perform site audits.
• Investigate accidents and report per policy; control overtime.

Skills

Customer satisfaction

Communication

Leadership

Equipment safety

Service coordination

Process improvement

MS Office

Tools

MS Office

Job description

• Accountable for customer satisfaction through quality of service and precise communication
• Accountable for equipment safety and performance
• Accountable for selling service repairs
• Accountable for the sales lead volume, quality, and further processing of sales leads
• Accountable for resolving customer service quality complaints
• Accountable for resolving customers invoicing complaints related to maintenance operations

Customer relationship management

• Accountable for customer satisfaction through quality of service and precise communication
• Accountable for equipment safety and performance
• Accountable for selling service repairs
• Accountable for the sales lead volume, quality, and further processing of sales leads
• Accountable for resolving customer service quality complaints
• Accountable for resolving customers invoicing complaints related to maintenance operations

Service operations

• Accountable for the end-users, the sites and the technicians safety
• Accountable for the delivery of service according to the service contract requirements, the time limits, the KONE quality standards and the local regulations
• Accountable for the control of the field operations costs and CMII
• Accountable for callouts and service repairs sales
• Responsible for proximity stock content & value
• Accountable for managing the third party inspections visits and follow-up actions
• Validates the service contract technical terms with the salesperson
• Accountable for supporting the maintenance of any foreign equipment coming into the LIS base
• Responsible for helping the KC3 solving technician callout assignment conflicts (priorities)
• Accountable for solving and closing the open callouts and reacting in case of stopped equipment and/or safety issues
• Accountable for reducing the callouts in his area
• Accountable for reviewing callout and service repairs invoices that are not automatically invoiced
• Accountable for the timely completion of the planned maintenance visits
• Accountable for the planned maintenance scheduling and optimized routing
• Responsible for performing site audits
• Responsible for investigating accidents and following company policy on evidence custody and internal reporting.
• Responsible for the control and authorization of overtime

People management / Leadership

• Accountable for the performance of his assigned technicians
• Accountable for maintenance technicians motivation and competence development
• Accountable for determining and checking technicians performance objectives
• Accountable for communication to his technicians
• Accountable for managing technician absences and back-up, and callout technician scheduling
• Accountable for technician timesheet validation prior to payroll
• Accountable for equipment assignment to technician and technician workload balancing
• Responsible of defining the technician capacity need and for the technician hiring and selection process
• Accountable for defining, authorizing replacement , managing technician’s tools, vans, phone/PDA and instruments

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