Service Operations Manager

KONE moves two billion people every day. As a global leader in the elevator and escalator industry, we employ over 60,000 driven professionals in more than 60 countries worldwide joined together by a shared purpose, to shape the future of cities. In 2024, we had annual net sales of EUR 11.1 billion.

KONE has consistently been featured on Forbes list of World's Best Innovative Companies, World's Best Employers & World's Largest Public Companies. At KONE, we believe in teamwork and a work culture where everyone can be who they are. This is exactly what makes us strong and successful.

Why this role

Service Operations Manager leads and coaches the team to reach the Maintenance operations targets and objectives.

What will you be doing

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.)

OR 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 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

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

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

Are you the one

• Prior working experience in elevator maintenance business and customer relationship management is an asset

• 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

What's On Offer

• Career progression in opportunities within a global organization

• Total reward elements that engage and motivate our employees and help us make KONE a great place to work

• Comprehensive learning and development programs covering a wide range of professional skills

• You are surrounded by fun colleagues and a lively working environment. The best part is all leaders are great and open-minded

To Be Considered

Click the Apply button and complete the online application process. A member of our Talent and Culture team will review your application and will be in contact with additional information accordingly.

In the meantime, feel free to browse our website for additional information on our company, brands and culture - KONE Corporation.