Customer Service
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)
Safety and Quality
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
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 having monthly FTF discussions with his/her technicians and coaching them to reach their objectives
Accountable for service mindset and responsible for regularly visiting the customers together with Maintenance Technicians
Accountable for technician timesheet validation prior to payroll
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
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.), Accountable for proximity stock content
Validates the service contract technical terms with the salesperson (when requested by salesperson)
Accountable for supporting KC3 in solving and closing the open callouts and reacting in case of stopped equipment and/or safety issues
Accountable for the timely completion of the planned maintenance visits
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
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. 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.

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