Maintenance Supervisor

KONE; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading elevator and escalator company in Riyadh is seeking an experienced Maintenance Supervisor to lead the service delivery team. This role involves managing maintenance operations, ensuring high-quality customer service, and fostering robust customer relationships. Candidates should hold a Bachelor's degree in Engineering and have at least 5 years of relevant experience. Strong communication skills in both English and Arabic are essential.

Qualifications

• Minimum 5 years of working experience in Elevator & Escalator or similar industries.

Responsibilities

• Lead the operational service delivery team.
• Ensure customer commitments are met safely, promptly and to high standards.
• Manage maintenance operations and costs in line with targets.

Skills

Excellent verbal and written communication skills in both English and Arabic

Strong communicator with excellent organizational and follow-up skills

Ability to work effectively under pressure

Strong service mindset prioritizing customer satisfaction

Education

Bachelor degree in Engineering

Job description

Overview

We have an exciting opportunity for an experienced Maintenance Supervisor to be based in Riyadh, Saudi Arabia. The Maintenance Supervisor will lead the operational service delivery team, ensuring KONE consistently meets customer commitments safely, promptly, and to the highest quality standards. The role focuses on fostering strong customer relationships, guiding and motivating Maintenance Technicians, and driving continuous improvement through LEAN practices. The successful candidate will manage maintenance operations and costs in line with targets, collaborating with the Customer Service and Administration teams to achieve repair and callout sales goals.

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.
• 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.
• 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.
• Responsible for determining and approving technicians’ performance objectives.
• Responsible for individual target setting and action planning annually, followed-up in regular reviews.
• Accountable for communicating safety messages as well as technical and code requirements to his / her technicians.
• Accountable for technician timesheet validation prior to payroll.

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).

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 proximity stock content.
• Accountable for the timely completion of the planned maintenance visits.
• Responsible for promoting and facilitating a proper workload balancing across his team and the related route optimization with the support of his Maintenance Operations Manager.

Qualifications

• Bachelor degree in Engineering.
• Minimum 5 years of working experience in Elevator & Escalator or similar industries.
• Excellent verbal and written communication skills in both English and Arabic.
• Strong communicator with excellent organizational and follow-up skills.
• Ability to work effectively under pressure.
• Demonstrates a strong service mindset, prioritizing customer satisfaction.