Service Supervisor

Kone México; Makati; On-site; PHP 446,400 - 669,600; Full time

Job summary

Kone México is seeking a Service Technician Team Lead in Makati, Philippines. This role involves leading the operational service delivery team, ensuring safety and quality standards are met, and fostering strong customer relationships. The ideal candidate will possess effective coaching and people leadership skills, with a focus on improving technician performance. Join us to contribute to a collaborative and innovative work culture while achieving your professional ambitions.

Qualifications

• Experience in service management and delivery.
• Knowledge of employment regulations and local business practices.
• Understanding of P&L management and quality management.

Responsibilities

• Lead the operational service delivery team for timely, safe customer service.
• Ensure high standards and quality commitments are met.
• Develop technician performance through coaching and leadership.

Skills

Safety knowledge

People leadership skills

Coaching skills

Service Mindset skills

Quality management

Job description

### The purpose of the Service Technician Team Lead role is to lead the operational service delivery team that ensures that 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 volumen 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 content* ### Accountable 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 him 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/area* ### Local regulations and agreements* ### LEAN fundamentalsChez KONE, nous nous attachons à créer une culture de travail innovante et collaborative, dans laquelle nous valorisons la contribution de chaque individu. L’engagement de chacun de nos salariés est au cœur de notre démarche collaborative et nous encourageons la participation de chacun ainsi que le partage d’informations et d’idées. Nous nous engageons au quotidien dans une démarche durable et responsable, s’appuyant sur des pratiques commerciales éthiques. Nous développons une culture basée sur la confiance, le respect et le travail en équipe ainsi que sur la reconnaissance de la performance individuelle. Rejoindre KONE, c’est rejoindre une entreprise ou il fait bon vivre, respectueuse de la qualité de vie de chacun de ses collaborateurs. Nous sommes fiers de proposer des parcours de carrières riches en expériences et opportunités qui vous aideront à atteindre vos objectifs professionnels et personnels.En