Maintenance Support Team Leader

KONE Automatiktüren GmbH; Riyadh; On-site; SAR 200,000 - 300,000; Full time

Job summary

A leading company in the elevator and escalator industry is searching for a Maintenance Team Leader in Riyadh. The role involves overseeing a team, managing customer service operations, and ensuring compliance with company policies while fostering a collaborative working culture.

Qualifications

• Minimum qualifications include a Bachelor’s degree and at least 7 years of relevant administrative experience.
• Strong command of English (spoken and written) is required.
• People management experience is a plus.

Responsibilities

• Manage team operation and people management to ensure performance and KPI targets are met.
• Analyze and optimize team operations and compliance with company policies.
• Ensure customer complaints are promptly addressed.

Skills

SAP

MS Office

People Management

English

Education

Bachelor’s degree

Job description

Maintenance Team Leader page is loaded

Maintenance Team Leader

Locations: Riyadh

Time type: Vollzeit

Posted on: Vor mehr als 30 Tagen ausgeschrieben

Job requisition id: R0648835

As a global innovation leader in the elevator and escalator industry, we employ over 60,000 driven professionals in over 60 countries worldwide, joined together by a shared vision. We’ve been taking people to new heights for over 110 years. Our technical expertise and digital connectivity are transforming the customer experience and improving the flow of urban life.

It's time to make a move. Join our flow.

The purpose of this role is to perform back-office tasks, which help the salesperson to spend more time with customers. This role supports sales in making tenders and orders, creating the order/contract/equipment in SAP, and maintaining the customer data in CRM and SAP.

General Team Leader Responsibilities:

• People management, e.g., setting targets, conducting PDPs and IDPs for team members
• Facilitates information sharing and creates a collaborative working environment
• Drives competence development in the team
• Drives behavior to represent KONE as one team towards the customer
• Monitors and leads the performance and KPI/SLA adherence of the team
• Uses Customer Service data to bring forward ideas to improve customer experience
• Keeps an eye on short- and long-term development

Analyze, organize, and optimize Team operations

• Ensure teams' compliance with company policies
• Manage the team’s operation within budget
• Ensure processes are followed according to defined global processes
• Understand and be updated on team’s systems
• Ensure emergency/contingency/crisis recovery plans are in place, and conduct periodic drills
• Implement and ensure proper working of new tools/processes/systems
• Meet KPI targets (e.g., queries solved in 24 hours, backlogs managed, etc.)

Manage Customer Service Admins

• Ensure the hiring of competent resources
• Ensure new agents and admins are properly trained before processing customers’ calls
• Ensure continuous upgrade of skill level
• Create a friendly and desirable working environment to minimize the turnover rate

Customer Management

• Ensure customers’ complaints to the call center are promptly replied to and followed up on.

Minimum qualifications include a Bachelor’s degree, at least 7 years of relevant administrative experience, strong command of English (spoken and written), SAP experience, and proficiency in MS Office applications. People management experience is a plus.

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

Wir bei KONE konzentrieren uns auf die Schaffung einer innovativen und partnerschaftlichen Arbeitskultur, in der wir den Beitrag jedes einzelnen wertschätzen. Die Mitarbeiterbindung ist für uns ein Schwerpunktbereich und wir ermutigen unsere Mitarbeiter, sich einzubringen sowie Informationen und Ideen auszutauschen. Nachhaltigkeit ist ein integraler Bestandteil unserer Kultur und der täglichen Arbeit. Wir befolgen ethische Geschäftspraktiken und haben es uns zum Ziel gesetzt, eine Kultur des Miteinander aufzubauen, in der Kollegen einander vertrauen und sich respektieren und in der gute Leistung anerkannt wird. Als Unternehmen, das einen großartigen Arbeitsplatz bietet, sind wir darauf stolz, eine Vielzahl von Erfahrungen und Möglichkeiten anzubieten, mit deren Hilfe Sie Ihre beruflichen und persönlichen Ziele erreichen und ein gesundes, ausgeglichenes Leben genießen können.