Service Operations Manager
6 months ago
Operations management
- Safety of employees and end-users
- High level of customer satisfaction
- Leading the Maintenance operations and ensuring the quality and profitability of service delivery
- Making sure that individual target setting and action planning takes place annually, and is followed-up in regular reviews
- Making sure that safety and business process are regularly audited, and needed corrective actions identified and implemented
- 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.)
Sales Order Growth management
- Sets, communicates and follows received orders and monetary value sales targets according to market potential and FL unit guidelines
- Ensures in collaboration with 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
- Drive high standard Customer service capability by working closely with Sales, CS&A, and Technical Helpdesk teams
**Requirements**:
- Engineering background in any field (Mechanical engineering license would be an advantage)
- Possess a car and able to travel up country occasionally
- At least 4 year experience in managing team
- Service mind. Customer relationship management skills and experience is a must.
- Result oriented, Able to work under pressure.
- Sales experience and project management skill would be an advantage.
- Good command of Thai and English.
- 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._
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