Service Technician (Metro Manila)

KONE; Makati; On-site; PHP 223,000 - 446,000; Full time

Job summary

KONE is seeking a Service Technician to perform on-site service operations according to service contracts, policies and processes. The role emphasizes customer satisfaction through proactive communication, accurate real-time reporting, and ensuring equipment safety on site.

Responsibilities include planning workload with the service supervisor, identifying site risks, and applying escalation procedures as needed to maintain service quality and safety standards.

Qualifications

• Experience in on-site service operations and customer-facing roles.
• Strong communication skills and attention to safety instructions.

Responsibilities

• Maintain customer satisfaction through quality of service and proactive on-site communication.
• Provide accurate, real-time reporting of work performed at equipment level for records.
• Ensure equipment safety and maintain a safe working environment on site.
• Plan workload effectively in coordination with the service supervisor.
• Identify and report site risks and follow escalation procedures.

Skills

Customer service

On-site communication

Safety awareness

Work planning

Job description

Service Technician’s role is to perform all the service operations on site, according to the service contract requirements, the company policies and the KONE processes. In some area, mainly depending on the legislation, the work rules (if applicable),

Customer relationship management

• Responsible for customer satisfaction through quality of service and through regular, proactive, and precise on-site communication (callout ETA, job performed, etc)
• Responsible for accurate and real time back reporting of work performed (at the equipment level) in order to ensure the accuracy of e-Optimum and Customer Notification.
• Accountable for maintaining excellent relationships with the customers, the contact person and end-users presents on site, by applying the Ambassador attitude.
• Accountable for equipment safety and performance
• Accountable for managing the site environment during service operations
• Accountable for identifying site risk, and communicate them to his supervisor
• Accountable to take immediate action on site in case of high risk identification and to apply the escalation procedure
• Accountable for identifying “unplanned” service repairs based on the equipment needs, contacting the on-site contact person, get his approval if not covered by the contract, and perform them

Service operations

• Accountable for the end-users and the site safety
• Accountable for the safe working environment
• Responsible for safe working practices and carrying out the operations according to maintenance instructions and safety instructions.
• Accountable for the execution of the service visits (planned maintenance, callouts and service repairs) respecting the schedule and time limit (callout), the quality standards, the time allocation and the processes
• Responsible for effectively planning his workload, in conjunction with the service supervisor
• Accountable for raising sales lead to his supervisor
• Accountable for very precise and timely back reporting of the work done according to the process
• Responsible for submitting time sheets based on the execution
• Responsible for managing his proximity stock (shelving, inventory, stock transfer, etc), identifying the spare need, requesting the spare to his supervisor.
• Responsible for keeping the service tooling, van, instruments, etc safe, maintained and in good condition
• Contributes to the ongoing improvement of the products, the methods and the safety by feedback to the PCM organisation and his supervisor

Leadership / People management

• Responsible for regular update of his supervisor on all relevant information
• Responsible for being familiar with all aspects of lift and associated technology and accountable for attending the proposed training
• May be required to give training/coaching to persons nominated by the supervisor

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 www.kone.com/careers