Service Operations Director

7 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Kone México Full time

About KONE México

Certified as a Top Employer; KONE México is dedicated to creating a better world of work by fostering excellent people practices. We strive for a great work culture, inspiring high standards of quality and efficiency while putting our people first.

We are seeking a highly skilled professional to lead and coach a team of Maintenance Supervisors to achieve operational targets and objectives in Riyadh, Saudi Arabia.

The ideal candidate will be responsible for driving key business change initiatives, ensuring the realization of business benefits, and promoting a customer-centric culture and service-oriented mindset within the organization.

Key Responsibilities:

  1. Accountable for maintaining a safe working environment for employees and end-users, prioritizing their well-being without compromise.
  2. Responsible for achieving high levels of customer satisfaction in the region or unit through proactive engagement and issue resolution.
  3. Accountable for overseeing Maintenance operations, ensuring the quality and profitability of service delivery, and implementing continuous improvement initiatives.
  4. Ensures effective cascading of FL and regional direction and targets to the team.
  5. Accountable for developing Individual Operations Plans for supervisors that align with their objectives and support them in achieving success.
  6. Regularly monitors progress and provides constructive feedback to ensure team members stay on track.
  7. Leads the deployment and monitors the progress of KONE Way initiatives in the area, such as Supervisor Role and Mobility, Field Service Management, and Field Operations Management Model.
  8. Sets, communicates, and tracks monetary value sales targets according to market potential and FL unit guidelines.
  9. Collaborates with the FL repair sales manager to ensure the correct offering and value propositions are available and used by the operations team.
  10. Provides leadership and coaching to the team of supervisors and manages performance through weekly 1-on-1 Traction Control discussions, regular field/customer visits, and audits.
  11. Accountable for developing the competences of the maintenance operations team to enhance their skills and abilities.
  12. Works closely with customers to identify opportunities to deliver exceptional service and win their loyalty.
  13. Empowers team members to prioritize customer-centric approaches and ensures customer experience acceleration touchpoints are effectively implemented throughout the maintenance contract lifecycle.

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