Digitalization Field Support Officer

Shanghai FL HQ, China

3 days ago

Kone

Field operations
• Responsible for high level of customer satisfaction in the region
• Functional and disciplinary leadership of the Service Team in the region
• Responsible for developing the personnel ensuring their motivation, continuous development and achievement against regional targets
• Coaching the technical-oriented Supervisors of today, to be customer-, service- and result-oriented Line Managers
• Selection of personnel, training and continuous qualification of the employees
• Dealing with complaints as well as a continuous supervision of the customer satisfaction
• Developing actions on the basis of provided market analysis. Creating the business plan including budget planning and budget control for the individual Service Supervisors and possibly for the various product groups, in order to allow a short-, intermediate- and long-term control of the regional Service Sector.

Sales
1. Service repairs
• Responsible for sales in the Service Sector of the region
• Responsibility and monitoring of the sales results including a continuous analysis and coordination of the sales and return target in order to secure the portfolio (unit and value)
2. Ensuring Renegotiations
• Proactive customer care of the existing customers
• Securing and extending the existing maintenance portfolio, pricing and profitability of the KONE customers
3. Securing NEB conversions
• Proactive process to ensure zero NEB conversions are lost
• Securing and extending the existing maintenance portfolio, pricing and profitability of the KONE customers

The Service Operations Manager also ensures that:
• Service Supervisors allocate the fitters on the basis of precise maintenance planning and routing.
• Service Supervisors / fitters and subcontractors get the statutory safety instructions.
• Service Supervisors / fitters and subcontractors wear the personal protective equipment.
• Fitters provide the services as agreed in the contract.
• Agreed dates for maintenance are met.
• Customers get information about the dates for maintenance in advance.
• Service Supervisors accurately organise the emergency service including the emergency service areas.
• Technical Safety Inspections are done, and that the customer is informed about the dates in writing.
• Handover from Installation to Maintenance runs orderly.
• Continuous improvement of the work processes
• Participation at the Meetings of the Service Management at national level

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.