Maintenance Supervisor

• Responsible for establishing and maintaining proactive relationships with all customers in the area; ensures customer experience touchpoints are followed throughout the contract lifecycle.
• Accountable for customer retention by ensuring service commitments are met and promises are kept.
• Ensures customer queries and complaints are answered and solved accurately, on time, and with appropriate attention.
• Promotes a "service mindset" by regularly visiting customers with Maintenance Technicians and communicating when promises have been delivered.

• Ensures the safety of all employees and end-users; responsible for investigating near misses, incidents, and accidents while following company policy on evidence custody and reporting.
• Accountable for delivering service according to contract commitments, time limits, KONE quality standards, and local regulations.
• Promotes a strong safety and quality culture through field presence and regular field audits.
• Analyzes and takes necessary actions when new equipment enters the service base.

• Develops technician competence and motivation through regular coaching and monthly face-to-face (FTF) discussions.
• Responsible for defining, adjusting, and following up on individual performance objectives and annual action plans (Field Operations Management Model).
• Ensures correct short-term resourcing (absence management) and mid-term capacity planning.
• Cascades regional direction and targets; communicates safety messages and technical/code requirements to the team.
• Validates technician timesheets prior to payroll and manages all field resources (tools, uniforms, PPE, and mobile devices).

• Manages the repair sales funnel, monitoring that leads are converted to opportunities, tenders, and orders by the back-office.
• Identifies and promotes repair leads and new business opportunities through regular customer meetings.
• Approves non-billable repairs above monetary thresholds, makes invoicing decisions, and supports the finance team in debt collection.

• Ensures field processes and maintenance methods are followed; controls service KPIs via weekly Traction Control calls and defines corrective actions.
• Accountable for variable costs, margins (CMII), and proximity stock content.
• Validates service contract technical terms and assists KC3 in solving callout assignment conflicts, closing open callouts, and reacting to stopped equipment.
• Accountable for the timely completion of planned maintenance visits, third-party inspections (including follow-ups), and the reduction of callouts in the area.
• Accountable for a proper handover from installation to maintenance and responsible for the control and authorization of overtime.

• Education: Bachelor’s degree in a related discipline.
• 6–10 years of direct experience as a Service Engineer, Field Engineer, or Maintenance Engineer.
• 2–4 years of experience as a team leader in the service industry.

• Able to manage day-to-day maintenance while forecasting future demands for inventory, accessories, and spare parts.
• Strong interpersonal and communication skills to manage team members, establish customer relationships, and sell additional maintenance services.
• Proven ability to work under pressure and handle issues in a fast-paced environment.

Kone