Maintenance Supervisor

MAINTENANCE SUPERVISOR – HANOI

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Why this role?
The purpose of the Maintenance Supervisor role is to lead the operational service delivery team that ensures that KONE always delivers on its commitments to our customers in a safe and timely manner and to the agreed high standard of quality. 
The Maintenance Supervisor establishes and maintains good relationships with his/her customers through regular interaction with them. He/she also coaches, leads and motivates the Service Technicians to continuously improve field performance. He/she manages the maintenance operations and variable costs according to the targets. With the help of dedicated repair tendering resources in Customer Service and Administration team Maintenance Supervisors ensure that repair and callout sales targets are achieved.

What will you be doing?
Customer Service & Relationship Management

• Responsible for establishing and maintaining proactive relationships with all customers in the area; ensures customer experience touchpoints are followed throughout the contract lifecycle.
• Accountable for customer retention by ensuring service commitments are met and promises are kept.
• Ensures customer queries and complaints are answered and solved accurately, on time, and with appropriate attention.
• Promotes a "service mindset" by regularly visiting customers with Maintenance Technicians and communicating when promises have been delivered.

Safety & Quality

• Ensures the safety of all employees and end-users; responsible for investigating near misses, incidents, and accidents while following company policy on evidence custody and reporting.
• Accountable for delivering service according to contract commitments, time limits, KONE quality standards, and local regulations.
• Promotes a strong safety and quality culture through field presence and regular field audits.
• Analyzes and takes necessary actions when new equipment enters the service base.

People Management & Leadership

• Develops technician competence and motivation through regular coaching and monthly face-to-face (FTF) discussions.
• Responsible for defining, adjusting, and following up on individual performance objectives and annual action plans (Field Operations Management Model).
• Ensures correct short-term resourcing (absence management) and mid-term capacity planning.
• Cascades regional direction and targets; communicates safety messages and technical/code requirements to the team.
• Validates technician timesheets prior to payroll and manages all field resources (tools, uniforms, PPE, and mobile devices).

Repair Sales & Finance

• Manages the repair sales funnel, monitoring that leads are converted to opportunities, tenders, and orders by the back-office.
• Identifies and promotes repair leads and new business opportunities through regular customer meetings.
• Approves non-billable repairs above monetary thresholds, makes invoicing decisions, and supports the finance team in debt collection.

Maintenance Operations & Delivery

• Ensures field processes and maintenance methods are followed; controls service KPIs via weekly Traction Control calls and defines corrective actions.
• Accountable for variable costs, margins (CMII), and proximity stock content.
• Validates service contract technical terms and assists KC3 in solving callout assignment conflicts, closing open callouts, and reacting to stopped equipment.
• Accountable for the timely completion of planned maintenance visits, third-party inspections (including follow-ups), and the reduction of callouts in the area.
• Accountable for a proper handover from installation to maintenance and responsible for the control and authorization of overtime.