Junior Engineer/ Engineer, Service

Junior Engineer / Engineer - Service

Key Responsibilities

• 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 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, time limits, KONE quality standards, and local regulations.
• Accountable for the control of field operations costs and CMII.
• Accountable for callouts and service repairs sales.
• Responsible for proximity stock content & value.
• Accountable for managing 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 solve technician callout assignment conflicts (priorities).
• Accountable for solving and closing open callouts and reacting in case of stopped equipment and/or safety issues.
• Accountable for reducing callouts in his area.
• Accountable for reviewing callout and service repairs invoices that are not automatically invoiced.
• Accountable for the timely completion of planned maintenance visits.
• Accountable for 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 assigned technicians.
• Accountable for maintenance technicians' motivation and competence development.
• Accountable for determining and checking technicians' performance objectives.
• Accountable for communication to 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 technicians and technician workload balancing.
• Responsible for defining technician capacity needs and for the technician hiring and selection process.
• Accountable for defining, authorizing replacement, and managing technicians' tools, vans, phone/PDA, and instruments.

What we offer

• Career progression opportunities within a global organization.
• 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.