Customer Relationship Management
• Responsible for customer satisfaction through quality of service and through regular, proactive, and precise on-site communication (callout ETA, job performed, etc)
• Responsible for accurate and real-time back reporting of work performed (at the equipment level) in order to ensure the accuracy of e-Optimum and Customer Notification.
• Accountable for maintaining excellent relationships with the customers, the contact person, and end-users present on site, by applying the Ambassador attitude.
• Accountable for equipment safety and performance.
• Accountable for managing the site environment during service operations.
• Accountable for identifying site risks and communicating them to his supervisor.
• Accountable to take immediate action on site in case of high-risk identification and to apply the escalation procedure.
• Accountable for identifying "unplanned" service repairs based on the equipment needs, contacting the on-site contact person, getting his approval if not covered by the contract, and performing them.
Service Operations
• Accountable for the end-users and the site safety.
• Accountable for the safe working environment.
• Responsible for safe working practices and carrying out the operations according to maintenance instructions and safety instructions.
• Accountable for the execution of the service visits (planned maintenance, callouts, and service repairs) respecting the schedule and time limit (callout), the quality standards, the time allocation, and the processes.
• Responsible for effectively planning his workload, in conjunction with the service supervisor.
• Accountable for raising sales leads to his supervisor.
• Accountable for very precise and timely back reporting of the work done according to the process.
• Responsible for submitting time sheets based on the execution.
• Responsible for managing his proximity stock (shelving, inventory, stock transfer, etc.), identifying the spare need, and requesting the spare to his supervisor.
• Responsible for keeping the service tooling, van, instruments, etc., safe, maintained, and in good condition.
• Contributes to the ongoing improvement of the products, methods, and safety by providing feedback to the PCM organization and his supervisor.
Leadership / People Management
• Responsible for regular updates to his supervisor on all relevant information.
• Responsible for being familiar with all aspects of lift and associated technology and accountable for attending the proposed training.
• May be required to give training/coaching to persons nominated by the supervisor.
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 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 achieve your career and personal goals and enable you to live a healthy and balanced life. Did you know KONE moves over one billion people every day? In 2023, we had annual net sales of EUR 11.0 billion. We employ over 60,000 driven professionals in more than 60 countries worldwide, joined together by a shared vision. As a global leader in the elevator and escalator industry, it is our mission to improve the flow of urban life.
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