Customer 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
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/
Skills Required
- Qualified technician (Techniker) or master craftsman (Meister)
- Proven experience leading and managing maintenance technicians and teams
- Expertise in elevator maintenance, safety regulations, and equipment performance
- Ability to manage service operations: scheduling, routing, cost control and planned maintenance completion
- Customer relationship and complaint resolution skills including invoicing and service-sales handling
- Experience with site audits, accident investigation, and safety incident reporting
- Capability to manage technician logistics: tools, vans, phones/PDA, workload balancing and overtime authorization
- Ability to validate service contract technical terms and coordinate with sales and third-party inspectors
Kone Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Kone and has not been reviewed or approved by Kone.
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Fair & Transparent Compensation — Pay is considered competitive across many roles and markets, with field positions sometimes benefiting from overtime and strong union scales. Feedback suggests base compensation is often a relative positive even when other factors vary.
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Retirement Support — Retirement programs, including 401(k) and in some regions pension or annuity structures, are consistently highlighted as strong. Feedback suggests these elements meaningfully enhance the overall package.
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Healthcare Strength — Core health coverage is viewed as comprehensive, commonly including medical, dental, and vision options. Feedback suggests a global well‑being framework and EAP resources further reinforce health-related support.
Kone Insights
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What We Do
At KONE, our mission is to improve the flow of urban life. This means understanding urbanization and, together with our partners and customers, helping cities to become better and more sustainable places to live. As a global leader in the elevator and escalator industry, KONE provides elevators, escalators and automatic building doors, as well as solutions for maintenance and modernization to add value to buildings throughout their life cycle. Through more effective People Flow®, we make people's journeys safe, convenient and reliable, in taller, smarter buildings. Headquartered in Helsinki, Finland, we operate in more than 60 countries around the world, employ over 60,000 people and serve 550,000 customers. In 2022, KONE had annual sales of EUR 10.9 billion. KONE class B shares are listed on the Nasdaq Helsinki Ltd. in Finland.
