Service Operations Admin

The responsibilities and key activities that the Service Admin is accountable for, depending on his/her specialization and level of expertise. 
 

SER Sales support activities 

• Sends customer letters related to contract changes such as price escalations and supports mass updates in service contracts 
• Service contract termination: Processes service contract cancellation requests, informs Billing Administrator when invoice cancellation or credit note creation is required 
• Supports preparation of new service contracts from NBS or competition and for renegotiations 
• Supports sales activities (documentation, quality checks, internal handover packs etc.) 
• Carries out data checks and quality audits for new contracts from KONE Business Services 
• Takes ownership for customer queries forwarded from first level and follows up with salesperson and other departments to get a response  

Service Operations support activities 

• General admin support, e.g. Manages safety and site access documents of site personnel as requested by site managers and ensures that data is collected and delivered for input 
• Enters technicians shifts into systems 
• Coordinates changes/updates of maintenance plans 
• Manages work center data changes 
• Supports specific service supervisor tasks 
• Takes ownership for customer queries forwarded from first level and follows up with Service Supervisor and other departments to get a response 
• Creates planned service repairs when needed 
• Supports technician and supervisor in material related requests (purchase requisition creation, check availability and follow up on delivery) 
• If needed, can include administrative tasks related to alarm phones 
   

Support in 3rd party inspection administration 

• Analysis and follow-up: Receives and analyzes inspection reports, contacts customer for actions, hands over repair tender leads to Repair Tendering Specialist and follows up closing the remarks   
• Creates service/work order and requests spare parts  
• Takes ownership for customer queries forwarded from first level and follows up with Service Supervisor and other services to get a response  
  Support in public tenders 
• Supports sales in proposal creation (public tenders)  
• Assists in contract and sales order creation for public bids (admin handover)  
• Takes ownership for customer queries forwarded from first level and follows up with salesperson and other services to get a response 
  
  Support in customer reporting 
• Prepares working instructions to be able to input relevant information into customer portals 
• When needed, verifies and inputs customer data in customer portals
• Provides reports for Key Accounts 
• Takes ownership for customer queries forwarded from first level and follows up with salesperson and other services to get a response 
  
  Support in customer experience management 
• Collects customer feedback and inputs data into relevant tools 
• Assists in preparing reports and summaries of customer experience metrics 
• Supports communication of customer experience insights to stakeholders 
• Provides administrative support for customer centricity and digitalization initiatives 
• Takes ownership for customer queries forwarded from first level and follows up with salesperson and other services to get a response 
  
  Service billing (Service Contracts, Callout & Service Repairs, Packaged Service Repairs - PSR) 
• Bills service contracts in line with agreed billing plans
• Maintains billing blocks and follows up on required actions
• Reviews and removes billing blocks to enable timely invoicing
• Manages cancellations, credit notes and rebilling activities according to billing rules 
• Reviews and updates debit memos, ensuring they are either rejected or released based on billing rules
• Reviews and updates PSR sales orders to remove billing blocks according to billing rules 
• Retrieves & ensures all contractually required attachments are added to support billing accuracy
   

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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