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Senior Service Technician

2 weeks ago

Makati City, National Capital Region, Philippines KONE Full time

The role of the Senior Service Technician is to perform all the maintenance operations on Site according to the Service Contract requirements, the Company policies and the KONE Processes and Methods. The Service Technician is interacting with Customers and Site Contacts, Service Supervisor, KONE Customer Care Centre, Technical Help Desk, and assigned Inspectors or Consultants.

Customer relationship management

  • Responsible for maintaining excellent relationship with the Customers, the Site Contact Person and End- users present on Site, by applying the service mindset attitude.

  • Responsible for Customer satisfaction through quality of service and through regular, proactive, and precise on-Site communication (callout ETA, job performed, Customer debrief, barriers & Site communication material etc.).

  • Responsible for wearing KONE working clothes and ensuring that they are clean and in good condition.

  • Responsible to interact with the Customers and inform them after each visit the equipment safety and condition status and in case of deviations propose corrective actions to the Customer.

Service operations

  • Responsible for the End-user's and the Site's safety.

  • Responsible for a safe working environment during the Site visits.

  • Responsible for safe working practices and carrying out the operations according to maintenance and safety instructions, and contacting Technical Help Desk for further support in case of uncertainty to complete the tasks or any other questions.

  • Responsible for the execution of the service visits (planned maintenance, callouts, service needs and service repairs) respecting the schedule and time limit (callout), the quality standards, the time allocation and the processes.

  • Responsible to take immediate action on Site in case high risk identification and to apply the escalation procedure and ensure that the information is received by the relevant stakeholders

  • Responsible for identifying service repair opportunities and if possible - execute them on Site immediately or by raising sales leads.

  • Responsible for effectively planning the workload, in conjunction with his Supervisor.

  • Responsible for accurate and real time back reporting of work performed and materials consumed (at the equipment level) in order to ensure the accuracy of Customer communication and invoicing.

  • Responsible for keeping the service tooling maintained and in good condition. Responsible for keeping the service tooling and instruments safe, maintained, and in good condition.

  • Contributes to the ongoing improvement of the products, the methods, and the safety by giving feedback to his Supervisor and Safety and Quality Department.

  • Responsible for reporting possible near misses to his Supervisor.

  • Responsible for 2 nd to final NEB SEB inspection of assigned planner group.

  • Responsible to do maintenance audit of technician within planner group who are currently low performance or under improvement plan to guide them and coach them.

  • Responsible as the 1st call out escalation of technician within the assigned planner group via call or physical help and remind the technician on the THD escalation process.

  • Responsible to guide the technician on how to conduct the first maintenance visit for newly handed over unit and how to report properly the findings to the office.

Competence development

  • Responsible for developing your competences through on-the-job training, learning from others, and attending proposed trainings (e-learning, classroom, on-site etc.)

  • Responsible for highlighting any potential knowledge or competence gaps to Supervisor and/or Technical Help Desk

  • Required to give training/coaching to persons nominated by the Supervisor

Performance Measures

Customer & quality

  • Customer transactional survey (CTS)

  • Maintenance (MBM) completion rate

  • Call out rate

  • First fix rate (FFR)

  • Number of priority units and entrapment units in his responsibility area

  • Number of sales leads and quality

  • Service need completion rate

  • Unplanned service repairs (Extra work)

  • FYCOR

Operations

  • Near miss reporting

  • Number of service orders (SO) per day

  • Direct/indirect time ratio, travel time

  • Maintenance time efficiency (MTE)

  • Job combination rate

  • Invoiced hrs / invoice ratio

  • Back reporting quality (on site back reporting rate, material back reporting, use of back reporting codes)

Professional requirements

  • Experience from customer service

  • Prior experience of elevator/escalator industry is an asset

  • Advanced knowledge of electronics

Entry-level requirements

  • Education in the field of electronics, electromechanics or mechanics

  • Local language skills

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.

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