Key Account Supervisor

KONE•Davie, FL

5d•Onsite

About The Position

Plan, manage and control the field service operations in his or her area including specific customers and according to the service contract requirements, KONE company policies and processes. Act as 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 be 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. Be 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. Be accountable for the timely completion of the planned maintenance visits. Be 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. Be 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, manage 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.

Requirements

Bachelor’s degree, or foreign equivalent, in Electronics Engineering, Electro-Mechanical Engineering, or a related field, plus 3 years of experience working in elevator or other people movement industry, or related. OR 7 years of experience working in elevator or other people movement industry, or related.
Experience with reading, analyzing, and interpreting technical procedures of marine elevator diagrams.
Experience with inventory management for European elevator supply of spare parts.
Experience with overseeing annual inspections of European elevators.
Experience working with marine customers including those in the European cruise ship and shipyard commercial industries.
Experience with European elevator code requirements such as EN81-20.
Experience with management and leadership skills such as finance, quality management, risk mitigation and management, and root cause analysis.
Experience with critical elevator components and nuances between maritime and land side products.

Responsibilities

Plan, manage and control field service operations.
Act as the first point of contact for technicians and customers.
Manage customer escalations.
Manage complex logistics for technicians.
Participate in complex customer deals and manage customer relationships.
Support business development and sales lead processing.
Resolve customer service quality complaints.
Resolve customer invoicing complaints.
Manage end-user, site and technician safety.
Deliver service according to contract requirements, deadlines, and quality standards.
Control field operations costs.
Manage third-party inspections.
Validate customer technical requirements.
Support maintenance of foreign equipment.
Identify and resolve assignment conflicts for technicians.
React to stopped equipment and safety issues.
Review service repair invoices.
Ensure timely completion of planned maintenance visits.
Manage planned maintenance scheduling and optimized routing.
Perform site audits.
Investigate accidents and follow reporting policies.
Control and authorize overtime.
Assign product and service warranty.
Monitor technician performance and create development plans.
Manage timesheet approval, hours worked, and absences.
Balance technician workload and assign critical resources.
Define technician capacity and align work with hiring needs and revenue targets.