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) to ensure the accuracy of e-Optimum and Customer Notification.
* Accountable for maintaining excellent relationships with customers, contact persons, and end-users present on-site by applying an ambassador attitude.
* Accountable for equipment safety and performance.
* Accountable for managing the site environment during service operations.
* Responsible for identifying site risks and communicating them to the supervisor.
* Responsible for taking immediate action on-site in case of high-risk identification and applying the escalation procedure.
* Responsible for identifying unplanned service repairs based on equipment needs, contacting the on-site contact person, obtaining approval if not covered by the contract, and performing repairs.
Service operations
* Accountable for the safety of end-users and the site.
* Responsible for maintaining a safe working environment.
* Responsible for safe working practices and carrying out operations according to maintenance and safety instructions.
* Responsible for executing service visits (planned maintenance, callouts, and repairs) respecting schedule, time limits, quality standards, and processes.
* Responsible for effectively planning workload in conjunction with the service supervisor.
* Accountable for raising sales leads to the supervisor.
* Responsible for precise and timely back reporting of work done according to the process.
* Responsible for submitting timesheets based on execution.
* Responsible for managing proximity stock (shelving, inventory, stock transfer, etc.), identifying spare needs, and requesting spares from the supervisor.
* Responsible for keeping service tooling, van, instruments, etc., safe, maintained, and in good condition.
* Contributes to the ongoing improvement of products, methods, and safety through feedback to PCM organization and supervisor.
Leadership / People management
* Responsible for regularly updating the supervisor on relevant information.
* Responsible for being familiar with all aspects of lift and associated technology and attending proposed training.
* May be required to give training or coaching to persons nominated by the supervisor.
At KONE, we focus on creating an innovative and collaborative work culture that values each individual's contribution. Employee engagement, sustainability, ethical business practices, and mutual respect are core to our culture. We offer various opportunities to help you achieve your career and personal goals while maintaining a healthy, balanced life.
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