Engineer / Senior Engineer - Service

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 ofservice 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

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