Area Service Manager

Area Service Manager leads and coaches the team of Maintenance Supervisors to reach the Maintenance operations targets and objectives. He/she is also responsible for driving the specific business change initiatives agreed with the Front-Line Maintenance Operations Excellence Manager, ensuring business benefit realization that increases safety, customer satisfaction, quality, productivity, sustainability and business performance.

Responsibilities

Operations management

• Accountable for safety of employees and end-users, ensuring safety is a mindset without any compromises
• Responsible for high level of customer satisfaction in the region or unit
• Accountable for leading the Maintenance operations and ensuring the quality and profitability of service delivery
• Accountable for making sure that individual target setting and action planning takes place annually, and is followed-up in regular reviews (Field Operations Management Model FOMM)
• Accountable for cascading the FL and regional direction and targets to his/her team
• Accountable for making sure that individual targets are defined in the beginning of the year and adjusted if needed during the year
• Accountable for setting Individual Operations Plans for supervisors that which support them in achieving their objectives
• Accountable for following up the progress regularly
• Accountable for making sure that safety and business process are regularly audited, and needed corrective actions identified and implemented
• Responsible for driving the deployment and following up the progress of KONE Way initiatives in his/her area (e.g. Supervisor Role and Mobility, Field Service Management, Dynamic Maintenance Planning, Field Operations Management Model, 24/7 and VAS services, etc.)
• Sets, communicates and follows received orders and monetary value sales targets according to market potential and FL unit guidelines
• Ensures in collaboration with FL repair sales manager that the correct offering and value propositions are available and used by operations team
• Accountable for his/her team’s received orders as well as that short- and long-term monetary targets are met, and that work is executed and invoiced
  
  

• Leads and coaches the team of supervisors and manages the performance of the team through weekly 1-on-1 Traction Control discussion with supervisors, regular field/customer visits with supervisors and regular field audits with supervisors
• Ensures adequate resources to achieve the short and long-term targets of maintenance operations team
• Drives employee engagement initiatives
• Accountable for developing the competences of the maintenance operations team
  
  

• Actively works with customers to find ways to win with customers
• Coach team of supervisors and technicians to be customer centric
• Drive high standard Customer service capability by working closely with Sales, CS&A, and Technical Helpdesk teams
  
  

• 4-year college degree minimum or work experience equivalent.
• Customer relationship management skills and experience
• Market and customer business understanding
• Project management skills and experience
• Wide knowledge of construction industry contracts and their management is an advantage
  
  

• Fluent in English as an asset
• At the minimum bachelor’s degree in commercial or technical field
• Prior working experience in people leadership
• Prior working experience in elevator maintenance business
• Prior working experience in customer relationship management is an asset
• Minimum 5 years work experience