KONE is a global leader that provides elevators, escalators and automatic building doors. We are seeking a Key Account Supervisor to join our team based in Davie, FL. The successful candidate will be responsible for managing field service operations, supervising a team of technicians, and providing excellent customer service.
Requirements
- 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.
- 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.
- 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
Benefits
- Competitive salary
- Flexible work schedule
- Opportunities to learn and grow
- Matching 401K
- Comprehensive health and wellness plans for the entire family
- Paid holidays and paid time off
