Maintenance Technician

Customer relationship management

• Responsible for maintaining excellent relationships with the customers, the site contact person and end-users presents 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 according to the local process.

Service operations

• Accountable 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 Helpdesk 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, 24/7 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 managing the proximity stock (shelving, inventory, stock transfer).
• Responsible for keeping the service tooling, van and instruments safe, maintained and in good condition.
• Contributes to the ongoing improvement of the products, the methods and the safety by feedback to his supervisor and quality department.
• Responsible for reporting possible near misses to his supervisor.

Competence development

• Responsible for developing your competences through on-the-job training, learning from others and attending proposed trainings (e-learning, class room, onsite 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.

• Experience from customer service
• Prior experience of escalator industry
• Advanced knowledge of electronics
• Possess relevant education/working experience from Electrical/Mechanical/Mechatronics/Vertical Transportation