Head of Service
4 days ago
Certified as a Top Employer; KONE is dedicated to a better world of work and exhibits this through excellent people practices. We are committed to fostering a great work culture and inspiring the highest standards of quality and efficiency, putting our people first and creating a workplace that nurtures collaboration, diversity, growth, and wellbeing.
It's time to make a move. Join our flow.
We are seeking a Head of Service to deliver exceptional service to both our team and customers based in Riyadh, Saudi Arabia.
The Head of Service will be responsible for leading and coaching a team of Maintenance Supervisors to achieve operational targets and objectives. Additionally, this role will drive key business change initiatives, ensure the realization of business benefits, and foster a customer-centric culture and service-oriented mindset.
What will you do?
- Accountable for the safety of employees and end-users, ensuring safety is a mindset without any compromises.
- Responsible for a high level of customer satisfaction in the region or unit.
- Accountable for leading the Maintenance operations and ensuring the quality and profitability of service delivery.
- Accountable for cascading the FL and regional direction and targets to his/her team.
- Accountable for setting Individual Operations Plans for supervisors that support them in achieving their objectives.
- Accountable for following up the progress regularly.
- Responsible for driving the deployment and following up the progress of KONE Way initiatives in his/her area (e.g., Supervisor Role and Mobility, Field Service Management, Field Operations Management Model, etc.).
- Sets, communicates, and follows received orders and monetary value sales targets according to market potential and FL unit guidelines.
- Ensures in collaboration with FL repair sales manager that the correct offering and value propositions are available and used by the operations team.
- Leads and coaches the team of supervisors and manages the performance of the team through weekly 1-on-1 Traction Control discussions, regular field/customer visits, and regular field audits with supervisors.
- Accountable for developing the competences of the maintenance operations team.
- Actively works with customers to find ways to win with them.
- Coaches the team of supervisors and technicians to be customer-centric.
- Accountable that customer experience acceleration touchpoints are followed during the whole maintenance contract lifecycle.
Are you the one?
- Hold a Bachelor's degree in Engineering.
- 10+ years of experience managing maintenance or service teams.
- Experience in the Elevator and Escalator industries, or similar sectors.
- In-depth understanding of service and maintenance industry best practices.
- Proficiency in both verbal and written communication in English and Arabic.
- Excellent communication skills for effective stakeholder and team engagement.
- Strong leadership abilities to inspire teams, make informed decisions under pressure, and drive results while efficiently resolving challenges.
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