About the Role
The role holder is responsible for managing the service field operations within the assigned geographical area, encompassing call backs, preventive/reactive maintenance, repair, and modernization. Acting as the second level of technical support, the role holder will conduct safety audits to ensure compliance with defined procedures and will carry out duties in accordance with the stipulated business policies and procedures.
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Key Responsibilities
- Provide management information and insights on all dimensions of work area performance to facilitate discussion and decision making, both periodically and for ad-hoc management requests.
- Follow departmental policies, processes, standard operating procedures, and instructions to ensure work is conducted in a controlled and consistent manner.
- Manage the day-to-day operations of team employees to achieve zero accidents, minimize call back rates, reduce labor/spare parts consumption, and prevent cancellations.
- Cascade the organizational plan into individual accountabilities by effectively distributing tasks among team members.
- Conduct safety audits at client sites to ensure all service/maintenance operations comply with safe working procedures and WWJSSS requirements, minimizing safety concerns.
- Evaluate performance metrics (callback/unit/year, hours/unit/unit, material cost/unit/year) of the team to identify corrective actions for performance improvement.
- Maintain strong relationships with employees and customers to enhance customer satisfaction.
- Act as second level support for technical issues.
- Track team utilization against plan to ensure productivity in operations.
- Support junior colleagues with service/maintenance operations at client sites, providing coaching to foster skill development.
- Conduct formal and informal training on technical tasks for team members to enhance skills and operational effectiveness.
- Notify the Finance Department of work stages at the client site to facilitate timely collection of dues according to contracts or payment conditions.
- Prepare manufacturing orders, material requisitions, and correctional documents (AMT).
- Maintain records for the dispatch of equipment and transitional construction works.
- Organize and supervise team activities to support self-management and continuous improvement.
- Provide coaching and feedback to team members to promote their ongoing development.
Minimum Qualifications
- Bachelor’s degree in business/engineering or equivalent.
- Minimum 7 years experience as a Service Supervisor.
- Experience handling key clients is preferred.
Benefits
- Opportunities for professional development and career advancement.
- Access to a comprehensive Employee Scholar Program that sponsors colleagues pursuing degrees or certification programs.
- A commitment to safety, ethics, and quality in all operations, reflected in the company culture.
As a global leader in the elevator and escalator industry, we are committed to innovating and maintaining a high-performance culture. Join us to make a difference and help build what's next!
