Service Supervisor (Cebu)

KONE Pte Ltd; Cebu City; On-site; PHP 650,000 - 900,000; Full time

Job summary

KONE Pte Ltd is seeking a Service Supervisor/Service Manager to lead and coach a team of Maintenance Supervisors, driving safety, quality, and profitability in service delivery. The role entails setting annual targets, developing action plans, and ensuring progress through regular reviews and field visits.

Candidates should have a 4-year degree or equivalent experience, strong project management and customer relationship skills, and knowledge of construction contracts.

Qualifications

• Minimum 4-year college degree or equivalent work experience.
• Experience managing customer relationships and accounts.
• Strong understanding of market and customer business dynamics.
• Proven project management skills and experience.
• Knowledge of construction industry contracts is advantageous.

Responsibilities

• Lead and coach Maintenance Supervisors to meet operations targets.
• Drive safety and ensure high customer satisfaction in the region.
• Oversee maintenance operations to ensure service quality and profitability.
• Set annual targets and develop individual operations plans for the team.
• Cascade regional direction and targets to the frontline team; monitor progress.
• Collaborate with sales and service teams to ensure value propositions are used by operations.

Skills

People leadership

Customer relationship management

Project management

Contract management

Market understanding

Elevator maintenance knowledge

Education

Bachelor’s degree

Job description

Service Supervisor / Service Manager leads and coaches the team of Maintenance Supervisors to reach the Maintenance operations targets and objectives. He/she is also responsible for driving the specific business change initiatives agreed with the Front-Line Maintenance Operations Excellence Manager, ensuring business benefit realization that increases safety, customer satisfaction, quality, productivity, sustainability and business performance.

Responsibilities

Operations management

Accountable for safety of employees and end-users, ensuring safety is a mindset without any compromises

Responsible for high level of customer satisfaction in the region or unit

Accountable for leading the Maintenance operations and ensuring the quality and profitability of service delivery

Accountable for making sure that individual target setting and action planning takes place annually, and is followed-up in regular reviews (Field Operations Management Model FOMM)

Accountable for cascading the FL and regional direction and targets to his/her team

Accountable for making sure that individual targets are defined in the beginning of the year and adjusted if needed during the year

Accountable for setting Individual Operations Plans for supervisors that which support them in achieving their objectives

Accountable for following up the progress regularly

Accountable for making sure that safety and business process are regularly audited, and needed corrective actions identified and implemented

Responsible for driving the deployment and following up the progress of KONE Way initiatives in his/her area (e.g. Supervisor Role and Mobility, Field Service Management, Dynamic Maintenance Planning, Field Operations Management Model, 24/7 and VAS services, etc.)

Sets, communicates and follows received orders and monetary value sales targets according to market potential and FL unit guidelines

Ensures in collaboration with FL repair sales manager that the correct offering and value propositions are available and used by operations team

Accountable for his/her team’s received orders as well as that short- and long-term monetary targets are met, and that work is executed and invoiced

Leads and coaches the team of supervisors and manages the performance of the team through weekly 1-on-1 Traction Control discussion with supervisors, regular field/customer visits with supervisors and regular field audits with supervisors

Ensures adequate resources to achieve the short and long-term targets of maintenance operations team

Drives employee engagement initiatives

Accountable for developing the competences of the maintenance operations team

Actively works with customers to find ways to win with customers

Coach team of supervisors and technicians to be customer centric

Drive high standard Customer service capability by working closely with Sales, CS&A, and Technical Helpdesk teams

Professional Requirements

4-year college degree minimum or work experience equivalent.

Customer relationship management skills and experience

Market and customer business understanding

Project management skills and experience

Wide knowledge of construction industry contracts and their management is an advantage

Entry-Level Requirements

Fluent in English as an asset

At the minimum bachelor’s degree in commercial or technical field

Prior working experience in people leadership

Prior working experience in elevator maintenance business

Prior working experience in customer relationship management is an asset

Minimum 5 years work experience