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 presents 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 risk, and communicate 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, get his approval if not covered by the contract, and perform 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 lead 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, 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, the methods and the safety by feedback to
the PCM organisation and his supervisor

Leadership / People management

• Responsible for regular update of 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.

Accountable for the end-users and the site safety.

Accountable for the safe working environment.

Accountable for solving the complex technical issues that can not be solved by the

maintenance technician by applying the correct break down correct analysis procedures.

Accountable for performing first visits of unknown equipment coming from competitors or

KONE.

Responsible to evaluate and assist the supervisor with the Installation Maintenance

handover.

Accountable to communicate new technical issues found on the equipments that could

cause call outs or safety hazards (and to create the linked sales leads)

Responsible to actively identify any technical competence gap caused by new equipment in

service (both from competitor and from new equipment) and communicate it to supervisor /

technical helpdesk).

Accountable to feedback any repair/adjust that could reduce call outs and actively

communicate with Clinica Specialists, Clinica Analysts and Technical Helpdesk.

Responsible for safe working practices and carrying out the operations according to

maintenance instructions and safety instructions.

Responsible for effectively planning his workload, in conjunction with the service

supervisor.

Accountable for raising sales lead to his supervisor.

Accountable for very precise and timely 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, 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, the methods and the safety by

feedback to the PCM organization and his supervisor.

Accountable for customer satisfaction through quality of service and precise communication including
equipment safety and performance

Accountable for resolving customer service quality complaints and invoicing complaints related to
maintenance operations

Responsible for the delivery of service according to the service contract requirements as per the KONE
quality standards and the local regulations

Accountable for the control of the field operations costs, callouts and service repairs sales.

Accountable for managing the third-party inspections visits and follow-up actions

Validates the service contract technical terms with sales

Accountable for the planned maintenance scheduling, optimized routing and performing site audits

Responsible for investigating accidents and following company policy on evidence custody and internal
reporting
Accountable for the performance of assigned technicians and being accountable for their motivation
and competence development

Responsible for accurate and real time back reporting of work performed to ensure accuracy of
customer notification

Responsible for maintaining excellent relationships with customers

Perform maintenance, repairs and installation in collaboration with other Maintenance Technicians

Manages daily workload with minimal assistance from Supervisor

Effective communication with all stakeholders

Ensure safety at all times

Depending on seniority, you may be required to give training/coaching to persons nominated by the
supervisor.

In this role, you will be at the core of KONE - an everyday hero who makes people's lives easier

You will work towards ensuring quality service, improving equipment safety and performance

Promoting regular and proactive on-site communication to customer and the people using the
equipment

Responsible for customer satisfaction through quality of service and through regular, proactive, and
precise on-site communication

Responsible for accurate and real time back reporting of work performed

Maintain excellent relationships with the customers, the contact person and end-users on site

Manage the site environment during service operations

Identification of site risks, and timely communication of any such occurrences

Identifying “unplanned” service repairs based on the equipment needs, contacting the on-site contact
person, get his approval if not covered by the contract, and perform them

Management of PAR stock levels (shelving, inventory, stock transfer) and timely issuance of replenish
orders

Submit time sheets based on the execution

Requirements
One or more of the following qualifications:

Qualified Lift Mechanic Certification;

Completed NQF level 4 certification with apprenticeship program (minimum 4 years);

Completed Electrical/Mechanical Engineer Diploma/Degree with completion of at least 12 months

shadowing a competent lift mechanic;

Completed NQF level 5 certification with completion of at least 12 months shadowing a competent lift
mechanic.

ustomer 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 overtime

People management / Leadership

• Accountable for the performance of his assigned technicians

• Accountable for maintenance technicians motivation and competence development

• Accountable for determining and checking technicians performance objectives

• Accountable for communication to his 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 technician and technician workload balancing

• Responsible of defining the technician capacity need and for the technician hiring and selection
process

• Accountable for defining, authorizing replacement , managing technician’s tools, vans, phone/PDA and
instruments

Daily follow-up of your team

Pushing you team members to reach both their goals and their personal ambitions

Project management from A to Z with support of other teams in their respective areas

Ensure safety mindset both on and of construction sites

Keep track of financial states against forecast

Monthly toolbox (team meeting with business, HR, Safety… topics)

Point of contact for our customers