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 adjusted if needed during the year
Responsible for having monthly FTF discussions with his/her technicians and coaching them to reach their objectives
Accountable for following up the progress regularly




Accountable for service mindset and responsible for regularly visiting the customers together with Maintenance Technicians
Accountable for communicating safety messages as well as technical and code requirements to his/her technicians
Accountable for technician timesheet validation prior to payroll
Accountable for defining, authorizing replacement and managing technicians' tools, uniforms, PPE, vans, phone/PDA and instruments
Repair sales Manage the repair sales funnel
Accountable for the repair sales leads volume and quality
Accountable for monitoring that sales leads are converted to opportunities, tenders and orders by the back-office in time, and responsible for supporting in difficult cases when needed
Through regular customer meetings, identify and promote repair sales leads, opportunities and open tenders
Create leads for new business opportunities (LIS, VB, DIS and NEB)
Approve non-billable repairs above agreed monetary threshold
Make invoicing decisions when needed
Delivery Accountable for a proper handover from installation to service and ensuring that any necessary corrective actions are completed
Service operations Ensures that the field processes and service methods (MBM, DMP and related evolutions) are followed and the support functions are used correctly
Accountable for controlling the service operations KPIs in weekly Traction Control calls with Service Operations Manager and defining corrective actions when needed
Accountable for the respect of contractual service schedule and response time, by monitoring every day the volume and type of open jobs (maintenance, call outs, repairs, etc.), customer related queries and tasks (from the SMT - Supervisor Mobility Tool) and take needed actions.
Accountable for the variable costs and margins (CMII)




Accountable for proximity stock content
Accountable that the third-party inspections are done on time and identified inspection points followed up
Validates the service contract technical terms with the salesperson (when requested by salesperson)
Responsible for helping the KC3 solving technician callout assignment conflicts (priorities)
Accountable for supporting KC3 in solving and closing the open callouts and reacting in case of stopped equipment and/or safety issues
Accountable for reducing the callouts in his area
Accountable for the timely completion of the planned maintenance visits
Accountable for the safe operation of equipment in his/her area
Responsible for the control and authorization of overtime
Responsible for promoting and facilitating a proper workload balancing across his team and the related route optimization with the support of him
Service Operation Manager 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 At KONE, our purpose is to shape the future of cities. As a general leader in the elevator and escalator industry, we move two billion people every day, making their journeys safe, convenient, and reliable with smart and sustainable People Flow. In 2025, KONE had annual sales of EUR 11.2 billion, and at the end of the year over 60,000 employees in close to 70 countries. KONE class B shares are listed on the Nasdaq Helsinki Ltd. in Finland.

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