Service Supervisor

KONE; Makati; On-site; PHP 1,842,751 - 3,071,253; Full time

Job summary

KONE in Makati, Philippines is seeking a Service Technician Team Lead to manage operational service delivery effectively. In this role, you will maintain customer relationships, ensure safety, and lead a team of Maintenance Technicians while managing maintenance operations and costs.

Your responsibilities will include enhancing field performance and achieving financial and operational KPIs through proactive engagement and coaching. High-quality service delivery and customer satisfaction are critical to success in this role.

Qualifications

• Experience or potential to learn local business practices.
• Basic understanding of P&L and quality management.
• Clarity and coherence in communications.

Responsibilities

• Lead and motivate the Maintenance Technicians.
• Ensure safety of all employees and end-users.
• Manage maintenance operations and variable costs.
• Accountable for customer retention by meeting service commitments.
• Oversee repair sales funnel and convert sales leads.

Skills

Safety knowledge

People leadership skills

Coaching skills

Service Mindset skills

Driving the change

Commercial awareness

Quality management

Driving local business practices

Job description

The purpose of the Service Technician Team Lead role is to lead the operational service delivery team that ensures KONE always delivers on its commitments to our customers in a safe and timely manner and to the agreed high standard of quality. The Service Technician Team Lead establishes and maintains good relationships with his/her customers through regular interaction with them. He/she also coaches, leads and motivates the Maintenance Technicians to continuously improve field performance through LEAN actions and ways of working. He/she manages the maintenance operations and variable costs according to the targets. With the help of dedicated repair tendering resources in Customer Service and Administration team Service Supervisors ensure that repair and callout sales targets are achieved.

In summary, the Service Technician Team Lead is accountable for all the customer, safety, operational and financial KPI’s linked to the role and to ensure that the monthly, quarterly and yearly targets are achieved or exceeded.

Responsibilities and Key Activities

Customer Service

• Responsible for establishing and maintaining a good relationship with all customers in the area and interacting with them regularly and proactively
• Accountable that customer experience touchpoints are followed during the whole maintenance contract lifecycle
• Accountable for customer retention by ensuring that service commitments are met and that promises to the customer are kept (together with the rest of KONE team)
• Communicates to customers that promises have been delivered
• Ensures that customers' queries are answered on time and with the appropriate attention and makes sure complaints are solved accurately and on a timely basis (together with the rest of KONE team)

Safety and Quality

• Ensures safety of all employees and end-users
• Accountable for the delivery of service according to the service contract commitments, the time limits, the KONE quality standards and the local regulations
• Ensures high quality of service through presence in the field, regular field audits and promoting a strong safety and quality culture
• Analyses and takes the necessary actions when new equipment enters the service base
• Responsible for investigating near misses, incidents and accidents, and following company policy on evidence custody and internal reporting

People management / Leadership

• Develops the competences, motivation and overall performance of the technicians by regular coaching
• Ensures the correct level of resourcing in the short-term through absence management and in the mid-term through capacity planning (together with their manager)
• Responsible for determining and approving technicians’ performance objectives
• Responsible for individual target setting and action planning annually, followed‑up in regular reviews (Field Operations Management Model FOMM)
• Responsible for cascading the FL and regional direction and targets to his/her team
• Responsible for making sure that individual targets are defined in the beginning of the year and adjusted if needed during the year
• Responsible for having monthly FTF discussions with his/her technicians and coaching them to reach their objectives
• Accountable for following up the progress regularly
• Accountable for service mindset and responsible for regularly visiting the customers together with Maintenance Technicians
• Accountable for communicating safety messages as well as technical and code requirements to his/her technicians
• Accountable for technician timesheet validation prior to payroll
• Accountable for defining, authorizing replacement and managing technicians' tools, uniforms, PPE, vans, phone/PDA and instruments.

Repair sales

• Manage the repair sales funnel
• Accountable for the repair sales leads volume and quality
• Accountable for monitoring that sales leads are converted to opportunities, tenders and orders by the back‑office in time, and responsible for supporting in difficult cases when needed
• Through regular customer meetings, identify and promote repair sales leads, opportunities and open tenders
• Create leads for new business opportunities (LIS, VB, DIS and NEB)
• Approve non‑billable repairs above agreed monetary threshold
• Make invoicing decisions when needed

Delivery

• Accountable for a proper handover from installation to maintenance and ensuring that any necessary corrective actions are completed

Maintenance operations

• Ensures that the field processes and maintenance methods (MBM, DMP and related evolutions) are followed and the support functions are used correctly
• Accountable for controlling the service operations KPIs in weekly Traction Control calls with Maintenance Operations Manager and defining corrective actions when needed
• Accountable for the respect of contractual service schedule and response time, by monitoring every day the volume and type of open jobs (maintenance, call outs, repairs, etc) , customer related queries and tasks (from the SMT -Supervisor Mobility Tool) and take needed actions.
• Accountable for the variable costs and margins (CMII)
• Accountable for proximity stock contentAccountable that the third‑party inspections are done on time and identified inspection points followed‑up
• Validates the service contract technical terms with the salesperson (when requested by salesperson)
• Responsible for helping the KC3 solving technician callout assignment conflicts (priorities)
• Accountable for supporting KC3 in 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 the timely completion of the planned maintenance visits
• Accountable for the safe operation of equipment in his/her area
• Responsible for the control and authorization of overtime
• Responsible for promoting and facilitating a proper workload balancing across his team and the related route optimization with the support of the Maintenance Operation Manager

Requirements

• Safety knowledge
• People leadership skills
• Coaching skills
• Driving the change
• Service Mindset skills
• Experience or potential to learn local business practices (employment regulations, unions environment, etc.)
• Management skills (basic understanding of P&L / basic of quality management, etc.)
• Quality management
• Commercial awareness & Relationship building
• Basic of relevant equipment types & tech platforms
• Clarity & coherence in communications
• Ability to explain abstract information (vision, direction, challenges, customer perspective)
• Employment law in relevant country/areaLocal regulations and agreements
• LEAN fundamentals