Maintenance Support Team Leader

325 KONE (Egypt) LLC; Riyadh; On-site; SAR 80,000 - 120,000; Full time

Job summary

A global leader in the elevator and escalator industry is seeking a General Team Leader in Riyadh. This role involves managing a team of customer service administrators, supporting sales processes, and enhancing customer experiences through effective leadership and SAP management. Candidates should have substantial administrative experience, a strong command of English, and familiarity with ERP systems.

Qualifications

• Minimum 7 years of relevant administrative experience.
• Strong command of English (spoken and written).
• Experience in team management.

Responsibilities

• Manage people, including setting targets and conducting performance reviews.
• Ensure team compliance with company policies and operations within budget.
• Manage customer complaints efficiently and promote continuous skill upgrades.

Skills

Team Management

Customer Service

Leadership

Communication

Tools

SAP

ERP Systems

MS Office

Job description

As a global innovation leader in the elevator and escalator industry, we employ over 60,000 professionals across more than 60 countries, united by a shared vision. With over 110 years of experience, we are dedicated to transforming customer experiences and enhancing urban life through our technical expertise and digital connectivity.

The purpose of this role is to perform back-office tasks that enable sales personnel to focus more on customer interactions. Responsibilities include supporting sales in preparing tenders and orders, creating orders/contracts/equipment entries in SAP, and maintaining customer data in CRM and SAP systems.

General Team Leader Responsibilities:

• Manage people, including setting targets, conducting PDPs and IDPs for team members.
• Facilitate information sharing and foster a collaborative work environment.
• Drive competence development within the team.
• Promote behaviors that represent KONE as a unified team to customers.
• Monitor and lead team performance, KPI, and SLA adherence.
• Use customer service data to propose improvements in customer experience.
• Focus on both short-term and long-term team development.

Analyze, Organize, and Optimize Team Operations:

• Ensure team compliance with company policies.
• Manage team operations within budget constraints.
• Ensure adherence to defined global processes.
• Stay updated on team systems and tools.
• Develop recovery plans and conduct periodic drills.
• Implement and ensure proper functioning of new tools, processes, and systems.
• Achieve KPI targets, such as resolving queries within 24 hours and managing backlogs.

Manage Customer Service Administrators:

• Hire competent resources.
• Ensure new agents and admins are adequately trained before engaging with customers.
• Promote continuous skill upgrades.
• Create a friendly and attractive working environment to reduce turnover.

Customer Management:

• Ensure prompt responses and follow-up on customer complaints received by the call center.
• Minimum 7 years of relevant administrative experience.
• Strong command of English (spoken and written).
• Experience with SAP & ERP systems (mandatory).
• Experience in team management.
• Proficiency in MS Office applications (Word, Excel, etc.).

Shortlisted candidates will be invited to complete an automated video interview. Please check your email regularly and submit responses within the specified timeframe.