Engineer/ Senior Engineer - Service

Customer Relationship Management And Service Operations

Accountable for customer satisfaction through quality of service and precise communication

Accountable for equipment safety and performance

Accountable for selling service repairs

Accountable for the sales lead volume, quality, and further processing of sales leads

Accountable for resolving customer service quality complaints

Accountable for resolving customers invoicing complaints related to maintenance operations

Service operations

Accountable for the end-users, the sites and the technicians safety

Accountable for the delivery of service according to the service contract requirements, the time limits, the KONE quality standards and the local regulations

Accountable for the control of the field operations costs and CMII

Accountable for callouts and service repairs sales

Responsible for proximity stock content & value

Accountable for managing the third party inspections visits and follow-up actions

Validates the service contract technical terms with the salesperson

Accountable for supporting the maintenance of any foreign equipment coming into the LIS base

Responsible for helping the KC3 solving technician callout assignment conflicts (priorities)

Accountable for solving and closing the open callouts and reacting in case of stopped equipment and/or safety issues

Accountable for reducing the callouts in his area

Accountable for reviewing callout and service repairs invoices that are not automatically invoiced

Accountable for the timely completion of the planned maintenance visits

Accountable for the planned maintenance scheduling and optimized routing

Responsible for performing site audits

Responsible for investigating accidents and following company policy on evidence custody and internal reporting

Responsible for the control and authorization of overtime

People management / Leadership

Accountable for the performance of his assigned technicians

Accountable for maintenance technicians motivation and competence development

Accountable for determining and checking technicians performance objectives

Accountable for communication to his technicians

Accountable for managing technician absences and back-up, and callout technician scheduling

Accountable for technician timesheet validation prior to payroll

Accountable for equipment assignment to technician and technician workload balancing

Responsible of defining the technician capacity need and for the technician hiring and selection process

Accountable for defining, authorizing replacement, managing technician's tools, vans, phone/PDA and instruments

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.