Customer Service
· Responsible for establishing and maintaining a good relationship with all customers in the area and interacting with them regularly and proactively
Accountable that customer experience touchpoints are followed during the whole service contract lifecycle
· Accountable for customer retention by ensuring that service commitments are met and that promises to the customer are kept (together with the rest of KONE team)
· Communicates to customers that promises have been delivered
· Ensures that customers' queries are answered on time and with the appropriate attention and makes sure complaints are solved accurately and on a timely basis (together with the rest of KONE team)

Safety and Quality
· Ensures safety of all employees and end-users
· Accountable for the delivery of service according to the service contract commitments, the time limits, the KONE quality standards and the local regulations
· Ensures high quality of service through presence in the field, regular field audits and promoting a strong safety and quality culture




· Analyses and takes the necessary actions when new equipment enters the service base
· Responsible for investigating near misses, incidents and accidents, and following company policy on evidence custody and internal reporting

People management / Leadership
· Develops the competences, motivation and overall performance of the technicians by regular coaching
· Ensures the correct level of resourcing in the short-term through absence management and in the mid-term through capacity planning (together with their manager)
· Responsible for determining and approving technicians’ performance objectives
· Responsible for individual target setting and action planning annually, followed-up in regular reviews (Field Operations Management Model FOMM)
· Responsible for cascading the FL and regional direction and targets to his/her team
· Responsible for making sure that individual targets are defined in the beginning of the year and adjus

📌 Supervisor de Mantenimiento Cuentas Clave (Cancún)
🏢 Kone
📍 Cancún