Service Supervisor

The purpose of the Service Supervisor role is to lead the operational service delivery team that ensures that KONE always delivers on its commitments to our customers in a safe and timely manner and to the agreed high standard of quality. The Maintenance Supervisor establishes and maintains good relationships with his / her customers through regular interaction with them. He / she also coaches, leads and motivates the Maintenance Technicians to continuously improve field performance through LEAN actions and ways of working. He / she manages the maintenance operations and variable costs according to the targets. With the help of dedicated repair tendering resources in Customer Service and Administration team Service Supervisors ensure that repair and callout sales targets are achieved.

In summary, the Service Supervisor is accountable for all the customer, safety, operational and financial KPI’s linked to the role and to ensure that the monthly, quarterly and yearly targets are achieved or exceeded.

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

Accountable for customer retention by ensuring that service commitments are met and that promises to the customer are kept (together with the rest of KONE team)

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

Ensures high quality of service through presence in the field, regular field audits and promoting a strong safety and quality culture

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 in the short-term through absence management and in the mid-term through capacity planning (together with their manager)

Responsible for determining and approving technicians’ performance objectives

Responsible for individual target setting and action planning annually, followed-up in regular reviews (Field Operations Management Model FOMM)

Responsible for cascading the FL and regional direction and targets to his / her team

Responsible for making sure that individual targets are defined in the beginning of the year and adjusted if needed during the year

Responsible for having monthly FTF discussions with his / her technicians and coaching them to reach their objectives

Accountable for following up the progress regularly

Accountable for service mindset and responsible for regularly visiting the customers together with Maintenance Technicians

Accountable for communicating safety messages as well as technical and code requirements to his / her technicians

Accountable for technician timesheet validation prior to payroll

Accountable for defining, authorizing replacement and managing technicians' tools, uniforms, PPE, vans, phone / PDA and instruments.

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)

Approve non-billable repairs above agreed monetary threshold

Make invoicing decisions when needed

Delivery

Accountable for a proper handover from installation to maintenance and ensuring that any necessary corrective actions are completed

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 controlling the service operations KPIs in weekly Traction Control calls with Maintenance Operations Manager and defining corrective actions when needed

Accountable for the respect of contractual service schedule and response time, by monitoring every day the volumen and type of open jobs (maintenance, call outs, repairs, etc) , customer related queries and tasks (from the SMT -Supervisor Mobility Tool) and take needed actions.

Accountable for the variable costs and margins (CMII)

Accountable for proximity stock content

Accountable that the third-party inspections are done on time and identified inspection points followed-up

Validates the service contract technical terms with the salesperson (when requested by salesperson)

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

Accountable for supporting KC3 in 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 the timely completion of the planned maintenance visits

Accountable for the safe operation of equipment in his / her area

Responsible for the control and authorization of overtime

Responsible for promoting and facilitating a proper workload balancing across his team and the related route optimization with the support of him Maintenance Operation Manager

Requirements : Safety knowledge

People leadership skills

Coaching skills

Driving the change

Service Mindset skills

Experience or potential to learn local business practices (employment regulations, unions environment, etc.)

Management skills (basic understanding of P&L / basic of quality management, etc.)

Quality management

Commercial awareness & Relationship building

Basic of relevant equipment types & tech platforms

Clarity & coherence in communications

Ability to explain abstract information (vision, direction, challenges, customer perspective

Employment law in relevant country / area

Local regulations and agreements

LEAN fundamentals

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