Field Service Manager

Kone Inc.; New Zealand; On-site; NZD 90,000 - 130,000; Full time

Benefits offered by this job

Career progression

World-class learning programs

Supportive service leadership

Competitive total rewards

Industry-leading technology access

Job summary

KONE Auckland Service Team is seeking a Field Service Manager to lead a dedicated group of technicians and act as the primary link between customers and service operations.

You will drive proactive communications, plan and coordinate field activities, and foster strong customer relationships to support long‑term growth and service excellence.

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.

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 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 retention and long-term growth of service partnerships.
• Identifying opportunities to add value for customers by aligning service delivery to 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.

Skills

Customer leadership

Relationship building

Communication

Team leadership

Field service coordination

Safety focus

Commercial awareness

Stakeholder management

Emotional intelligence

Job description

Lead customer relationships in a market-leading service business

Join a global organisation with a strong focus on people, 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’re looking for aField Service Managerto join ourAuckland Service Team, based inGrey Lynn.

This is ahighly customer‑focused leadership role, ideal for someone who thrives on building strong relationships, leading through communication, and lifting service experience through clarity, trust and engagement.

You’ll lead and run an established, capable team of technicians on a day-to-day basis, while also acting as the primary connection between our customers and our service operation. Through strong relationships and a deep understanding of customer needs, you’ll play a key role instrengthening customer loyalty and supporting the ongoing growth of our service business.

What will you be doing?

• Acting as the primary point of connection for a portfolio of customers, ensuringclear, 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?

You don’t need to come from a technical trade background. We’re looking for someone who brings:

• 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

What do we offer?

• Career progression opportunities in a global organisation
• Access to world‑class learning and development programs
• A supportive, high‑performing service leadership team
• A competitive total rewards package designed to recognise and motivate
• The opportunity to work with industry‑leading technology across high‑profile customer sites

Note: Applicants must be a permanent resident or citizen of New Zealand, or a citizen of Australia.

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.