Service Repair Manager

KONE moves two billion people every day. As a global leader in the elevator and escalator industry, we employ over 60,000 driven professionals in more than 60 countries worldwide joined together by a shared purpose, to shape the future of cities. In 2023, we had annual net sales of EUR 11.0 billion.

KONE has consistently been featured on Forbes list of World's Best Innovative Companies, World's Best Employers & World's Largest Public Companies. At KONE, we believe in teamwork and a work culture where everyone can be who they are. This is exactly what makes us strong and successful.

Why this role?

The position focuses on managing the end-to-end (E2E) repair process within KONE’s service business. This role covers everything from lead generation, sales funnel and opportunity management and eventually, the management of the service order execution liaise with various stakeholders and customers

The position is in active contact with the customer throughout the operational repair process and ensures the job is delivered and will be paid for. Also co-ordinate the repair teams and ensure the parts are ordered and delivered on time to the required location.

What will you be doing?

• By managing the entire repair business process, from initial lead to final service order, the Repair Coordinator ensures that repair opportunities are effectively captured, processed, and fulfilled. This role enhances efficiency, streamlines communication, and supports customer satisfaction, contributing directly to the growth and success of KONE’s service repair business.

• Drive Sales Lead and Opportunity Management – ensures sales leads generation by planner achieves target, Identify and track repair leads to convert them into viable opportunities by attending toolbox meeting to work closely with the supervisor and technicians to qualify leads, assess their potential, and ensure they move efficiently through the sales funnel.

• Drive Sales Funnel Management - Maintain visibility across the repair sales funnel, ensuring a smooth transition from one stage to the next, from initial contact through to deal closure.
• Monitor opportunities owners to update the status of each opportunity, identify any bottlenecks, and work with operation teams to accelerate the conversion process.

• Plan, execute, and manage lead generation campaigns with planner group. Promote repair campaign i.e. obsolescence products.

• Tracks and Optimization: Evaluate campaign success by tracking no. of sales leads, tendering, and order won. Optimize campaigns based on data to maximize lead generation and improve technician’s efficiency.

• Ensure Opportunity to Order process. This role is crucial in bridging the gap between identifying opportunities and converting them into actual orders. Focus on supporting supervisors and operations managers to effectively manage and convert proactive opportunities, especially larger or capital expenditure (CAPEX) opportunities, by working closely with customers.

• Focus on larger opportunities: For bigger proactive opportunities, ensure that these are flagged and given special attention, potentially involving additional resources or strategy adjustments to maximize conversion rates.

• Customer Engagement for CAPEX Planning: CAPEX Planning: Engage with customers on CAPEX-related discussions to understand their long-term investment needs and budget cycles. Gather insights on their capital plans, timelines, and requirements to align proposed solutions with their financial schedules.
• Proposal Development: Work closely with the supervisors and operation managers to develop proposals for CAPEX opportunities that offer value and align with the customer's business goals, ensuring competitive positioning.

• Provide Tools and Resources for Opportunities Conversion: Sales Support: Provide supervisors and operation managers with necessary tools, resources, and insights (e.g., customer pain points, previous purchase history, or success stories) to strengthen the pitch and increase the chances of order conversion. Follow-Up and Closing: Help maintain follow-up schedules, track progress, and address any concerns that arise during the conversion process, aiming to build momentum towards finalizing the order.

• Collaborate on Strategy for Proactive Opportunities: Opportunity Development: For proactive opportunities, collaborate with operation managers and supervisors to anticipate customer needs and present solutions that demonstrate foresight and long-term partnership potential. Feedback Loop: Gather customer feedback post-presentation and assist in refining the approach to align even more closely with customer expectations, strengthening the chance of conversion.

• Communicates with customer to ensure the order is delivered to specification and on time in accordance with safety requirements.

• Releases service order & confirms to customer the planned date.

• Ensures parts are ordered & GR when delivered – (MM converts PR to PO’s).

• Ensures all parts available delivered in time to repair teams.

• Communicate repair throughout process to customer – including safety documentation.

• Manages repair orderbook using SAP

• Assigns jobs to Maintenance Technician, Repair teams or Subcontractors as needed.

• Personnel co-ordination and share expertise on site.

• Follow up on Repair Sales against Target and keeps Supervisors informed.

• Understands more complex jobs and attends site as needed.

Are you the one?

• Technical Knowledge of repairs
• Ability to use CRM, KONE tendering tools and KFM/ KONNECT/ SAP knowledge.
• Relevant level of product and solution knowledge.
• Understanding of KONE repair operational process for Service repairs with communication to customers
• Customer service mindset
• Collaborative mindset

What’s On Offer

• Career progression in opportunities within a global organization
• Total reward elements that engage and motivate our employees and help us make KONE a great place to work
• Comprehensive learning and development programs covering a wide range of professional skills
• You are surrounded by fun colleagues and a lively working environment. The best part is all leaders are great and open-minded

To Be Considered

Click the Apply button and complete the online application process. A member of our Talent and Culture team will review your application and will be in contact with additional information accordingly.

In the meantime, feel free to browse our website for additional information on our company, brands and culture – KONE Corporation.

KONE is proudly ranked as World's Best Employers in Forbes magazine and Statista's 2023 annual ranking!

KONE Singapore ranked 20th in The Straits Times Best Employer 2023 and KONE has been ranked among Singapore’s Best Employers for the second year running in 2024!

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At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

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