Engineer/ Senior Engineer- Service

Overview

Oversee service operations, customer satisfaction, technician performance and safety.

Key Responsibilities

• maintenance scheduling
• tools management
• equipment safety
• site audits
• cost control
• customer satisfaction

Tasks

-Accountable for the end-users, the sites and the technicians safety -Responsible for proximity stock content & value -Responsible of defining the technician capacity need and for the technician hiring and selection process -Validates the service contract technical terms with the salesperson -Accountable for resolving customer service quality complaints -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 the planned maintenance scheduling and optimized routing -Accountable for managing technician absences and back-up, and callout technician scheduling -Accountable for the sales lead volume, quality, and further processing of sales leads -Responsible for performing site audits -Responsible for helping the KC3 solving technician callout assignment conflicts (priorities) -Accountable for the performance of his assigned technicians -Accountable for customer satisfaction through quality of service and precise communication -Accountable for communication to his technicians -Accountable for supporting the maintenance of any foreign equipment coming into the LIS base -Accountable for callouts and service repairs sales -Accountable for determining and checking technicians performance objectives -Accountable for resolving customers invoicing complaints related to maintenance operations -Accountable for technician timesheet validation prior to payroll -Accountable for managing the third party inspections visits and follow-up actions -Accountable for solving and closing the open callouts and reacting in case of stopped equipment and/or safety issues -Responsible for investigating accidents and following company policy on evidence custody and internal reporting. -Accountable for equipment assignment to technician and technician workload balancing -Accountable for equipment safety and performance -Accountable for reviewing callout and service repairs invoices that are not automatically invoiced -Accountable for selling service repairs -Accountable for defining, authorizing replacement , managing technician’s tools, vans, phone/PDA and instruments -Responsible for the control and authorization of overtime -Accountable for the timely completion of the planned maintenance visits -Accountable for reducing the callouts in his area

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About Kone

-Specializes in the design, manufacturing, installation, and maintenance of elevators and escalators. -Focuses on making the flow of people in and between buildings smoother, more efficient, and sustainable. -Known for its innovative solutions like the KONE UltraRope and KONE Destination Control System. -A key player in both new construction and modernization projects, ensuring safety, energy efficiency, and reliability. -Typically involved in landmark projects like airports, office towers, shopping centers, and residential complexes. -Committed to technological advancements, including smart building solutions and predictive maintenance.

Sector Specialisms