Service Technician
KONE
Hong Kong
2天前

Customer relationship management

  • Responsible for customer satisfaction through quality of service and through regular, proactive, and precise on-site communication (callout ETA, job performed, etc)
  • Responsible for accurate and real time back reporting of work performed (at the equipment level) in order to ensure the accuracy of e-Optimum and Customer Notification.
  • Accountable for maintaining excellent relationships with the customers, the contact person and end-users presents on site, by applying the Ambassador attitude.
  • Accountable for equipment safety and performance
  • Accountable for managing the site environment during service operations
  • Accountable for identifying site risk, and communicate them to his supervisor
  • Accountable to take immediate action on site in case of high risk identification and to apply the escalation procedure
  • Accountable for identifying unplanned service repairs based on the equipment needs, contacting the on-site contact person, get his approval if not covered by the contract, and perform them
  • Service operations

  • Accountable for the end-users and the site safety
  • Accountable for the safe working environment
  • Responsible for safe working practices and carrying out the operations according to maintenance instructions and safety instructions.
  • Accountable for the execution of the service visits (planned maintenance, callouts and service repairs) respecting the schedule and time limit (callout), the quality standards, the time allocation and the processes
  • Responsible for effectively planning his workload, in conjunction with the service supervisor
  • Accountable for raising sales lead to his supervisor
  • Accountable for very precise and timely back reporting of the work done according to the process
  • Responsible for submitting time sheets based on the execution
  • Responsible for managing his proximity stock (shelving, inventory, stock transfer, etc), identifying the spare need, requesting the spare to his supervisor.
  • Responsible for keeping the service tooling, van, instruments, etc safe, maintained and in good condition
  • Contributes to the ongoing improvement of the products, the methods and the safety by feedback to the PCM organisation and his supervisor
  • Leadership / People management

  • Responsible for regular update of his supervisor on all relevant information
  • Responsible for being familiar with all aspects of lift and associated technology and accountable for attending the proposed training
  • May be required to give training / coaching to persons nominated by the supervisor
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