Service Operations Manager

Manager/ Senior Manager- Service

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, Field Operations Management Model etc.) Sell

* 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 Leadership / People management

* 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 Customer focus

* Actively works with customers to find ways to win with customers  

* Coach team of supervisors, and technicians to be customer centric

* Accountable that customer experience acceleration touchpoints are followed during the whole maintenance contract lifecycle.

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

Read more on https://careers.kone.com/en/

Experience Level

Senior Level