Key Account Supervisor

Key Responsibilities:

– Plan, manage and control the field service operations in his area including specific customers and according to the service contract requirements, KONE company policies and processes.

– The Key Account Supervisor is the first point of contact for direct reporting technicians and for customers raising technical or operational issues.

– Drive results through a team of direct reports and is accountable for customer satisfaction through quality of service and precise communication – act as single point of contact for customers and manage customer escalations as needed.

– Manage complex logistics for technicians to ensure they travel to best suited cruise – resolve travel issues for cancelled and postponed flights that could result in work delays.

– Leverage cruise ship industry knowledge to participate in complex customer deals and navigate complex customer relationships to offer service and maintenance contracts on top of purchased products.

– Support business development, including having responsibility for sales lead volume, quality, and processing for sales teams.

– Resolve complex customer service quality complaints which includes root cause analysis and coordination across various business areas in KONE.

– Resolve customer invoicing complaints related to service and maintenance operations, including reconciling financial information from multiple sources.

– Manage end-user, site and technician safety.

– Deliver service according to customer service contract requirements, deadlines, KONE quality standards and local code regulations.

– Control cost at field operations to preserve margin and revenue targets for the business.

– Manage all required third-party inspections and may travel on-site to address inspections and necessary follow-up actions.

– Validate all customer technical requirements with sales teams.

– Support the maintenance of foreign equipment coming into shipyards for repairs. Work with technicians to identify assignment conflicts.

– Accountable for solving and closing open conflicts and reacting in case of stopped equipment and / or safety issues.

– Review service repair invoices that are invoiced outside of standard practices. – 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.

– Accountable for the assignment of product and service warranty after modernization or service work is completed.

– Monitor technician performance and objectives and create corrective action and development plans as needed.

– Manage timesheet approval and hours worked for technicians, manages absences and assign back-up technicians as needed.

– Balance technician workload and assign critical resources needed for work.

– Define technician capacity and align work, hiring needs and revenue targets to current and future capacity

– Up to 25% international and domestic travel required.

– This position will supervise 5-10 direct reports (Service Engineer, Sr. Service Engineer, and Elevator Technicians).