Engineer/ Senior Engineer- Service, Pune East

KONE

What are we looking for?

Maintenance supervisors role is to plan, manage and control the field service operations in his area, according to the service contract requirements, the company policies and the KONE processes. He is the first point of contact for his technicians. He is also the first point of contact for all technical or operational issues raised by any customer whose equipments he has been assigned.
He is accountable for the costs of the maintenance field operations (callouts, service repairs, planned maintenance), as well as for the revenues of callout and service repairs sales. Where there is no TRB supervisors (e.g. in the area with low density of equipments), he is also accountable for the field costs of the TRB sales (see NEB/TRB supervisor role description).

What will you be doing?

Customer relationship management:

• 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 overtimePeople management / Leadership• Accountable for the performance of his assigned technicians

What do we offer?

• Career progression opportunities within a global organisation
• Total reward elements that engage and motivate our employees and help us make KONE a great place to work
• Comprehensive learning and development programs covering a wide range of professional skills.