Service Manager

Job Description: Service Manager

Location: Petaling Jaya

Did you know KONE moves over one billion people every day? We employ over 60,000 driven professionals in over 60 countries worldwide joined together by a shared vision. As a global leader in the elevator and escalator industry, it is our mission to improve the flow of urban life.

Why this role?

The Service Manager plays a critical role in ensuring high-quality maintenance operations, customer satisfaction, and overall service efficiency. This role is responsible for managing service operations, optimizing resources, and ensuring compliance with safety and quality standards. The ideal candidate will drive operational excellence, develop technicians, and maintain strong customer relationships.

What will you be doing?

Customer Relationship Management:

• Ensure customer satisfaction through high-quality service and effective communication.
• Maintain accountability for equipment safety and performance.
• Drive service repair sales and generate high-quality sales leads.
• Address and resolve customer service quality complaints.
• Handle customer invoicing concerns related to maintenance operations.

Service Operations:

• Ensure the safety of end-users, sites, and technicians.
• Deliver service in accordance with contract requirements, time limits, KONE quality standards, and local regulations.
• Manage field operation costs and CMII.
• Drive callout and service repair sales.
• Oversee proximity stock content and value.
• Manage third-party inspections and follow-up actions.
• Validate technical terms of service contracts with the sales team.
• Support maintenance of foreign equipment integrated into the LIS base.
• Assist KC3 in resolving technician callout assignment conflicts.
• Address and resolve open callouts, stopped equipment, and safety issues.
• Work towards reducing callouts within the designated area.
• Review callout and service repair invoices that are not automatically processed.
• Ensure timely completion of planned maintenance visits.
• Optimize planned maintenance scheduling and routing.
• Conduct site audits and investigate accidents, ensuring compliance with company policies on evidence custody and reporting.
• Control and authorize overtime as required.

People Management / Leadership:

• Drive the performance and development of assigned technicians.
• Foster motivation and competency growth among maintenance technicians.
• Set and review performance objectives for technicians.
• Maintain effective communication with technicians.
• Manage technician absences, backup planning, and callout scheduling.
• Validate technician timesheets before payroll processing.
• Assign equipment to technicians and balance workloads.
• Define capacity requirements and oversee technician hiring and selection.
• Manage and authorize technician tools, vans, phones/PDAs, and instruments

Are you the one?

• Diploma or Bachelor's degree in Engineering, Business, or a related field.
• Minimum of 5 years of experience in service operations, preferably in the elevator or escalator industry.
• Strong leadership and people management skills.
• Excellent customer relationship management and communication abilities.
• Ability to handle complex service operations, drive process improvements, and meet performance targets.
• Strong problem-solving skills and the ability to manage escalations effectively.
• Knowledge of safety regulations and industry standards.
• Proficiency in scheduling, resource planning, and cost management.
• Familiarity with technical service contract terms and conditions.
• A proactive and results-driven mindset.

What do we offer?

• Career progression and 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.

Click on apply if you have a passion for meeting up with people and a desire to make an impact in the elevator and escalator industry.

#LI-RJ1

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.

Read more on https://kone.com/global/en/careers.html