Maintenance Supervisor (Nights)

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Maintenance Supervisor (Nights)

OKB KONE plcLondon

30+ days ago

Salary

£45,000.00 yearly

Job type

Full-time

Job description

This role is working a 4 on 4 off shift pattern on Nights, 6pm-6am based in Heathrow.

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 Maintenance 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.

Customer Service

Responsible for establishing and maintaining a good relationship with all customers in the area and interacting with them regularly and proactively
Accountable that customer experience touchpoints are followed during the whole maintenance contract lifecycle
Accountable for customer retention by ensuring that service commitments are met and that promises to the customer are kept (together with the rest of KONE team)
Communicates to customers that promises have been delivered
Ensures that customers' queries are answered on time and with the appropriate attention and makes sure complaints are solved accurately and on a timely basis (together with the rest of KONE team)

Safety and Quality

Ensures safety of all employees and end-users

Accountable for the delivery of service according to the service contract commitments, the time limits, the KONE quality standards and the local regulations

Ensures high quality of service through presence in the field, regular field audits and promoting a strong safety and quality culture

Analyses and takes the necessary actions when new equipment enters the service base

Responsible for investigating near misses, incidents and accidents, and following company policy on evidence custody and internal reporting

People management / Leadership

Develops the competences, motivation and overall performance of the technicians by regular coaching

Ensures the correct level of resourcing in the short-term through absence management and in the mid-term through capacity planning (together with their manager)

Responsible for determining and approving technicians’ performance objectives

Responsible for individual target setting and action planning annually, followed-up in regular reviews (Field Operations Management Model FOMM)

Responsible for cascading the FL and regional direction and targets to his / her team

Responsible for making sure that individual targets are defined in the beginning of the year and adjusted if needed during the year

Responsible for having monthly FTF discussions with his / her technicians and coaching them to reach their objectives

Accountable for following up the progress regularly

Skills and experience required :

Excellent organisational and communication skills

Good written and spoken English

Benefits : 20 Days Holiday, Company Pension Scheme, Employee Assistance Program, PDI, Life Assurance, Cycle to Work Scheme, Private Medical Insurance, Company Vehicle, Bonus.