Key Account Supervisor

Overview

Are you ready to make your next career move to join our team as our Marine Key Account Supervisor based in Davie, FL
?

• Plan, manage and control the field service operations in his area including specific customers and according to the service contract requirements, KONE company policies and processes.
• The Key Account Supervisor is the first point of contact for direct reporting technicians and for customers raising technical or operational issues.
• Drive results through a team of direct reports and is accountable for customer satisfaction through quality of service and precise communication – act as single point of contact for customers and manage customer escalations as needed.
• Manage complex logistics for technicians to ensure they travel to best suited cruise – resolve travel issues for cancelled and postponed flights that could result in work delays.
• Leverage cruise ship industry knowledge to participate in complex customer deals and navigate complex customer relationships to offer service and maintenance contracts on top of purchased products.
• Support business development, including having responsibility for sales lead volume, quality, and processing for sales teams.
• Resolve complex customer service quality complaints which includes root cause analysis and coordination across various business areas in KONE.
• Resolve customer invoicing complaints related to service and maintenance operations, including reconciling financial information from multiple sources.
• Manage end-user, site and technician safety.
• Deliver service according to customer service contract requirements, deadlines, KONE quality standards and local code regulations.
• Control cost at field operations to preserve margin and revenue targets for the business.
• Manage all required third-party inspections and may travel on-site to address inspections and necessary follow-up actions.
• Validate all customer technical requirements with sales teams.
• Support the maintenance of foreign equipment coming into shipyards for repairs. Work with technicians to identify assignment conflicts.
• Accountable for solving and closing open conflicts and reacting in case of stopped equipment and / or safety issues.
• Review service repair invoices that are invoiced outside of standard practices.
  
  - Accountable for the timely completion of the planned maintenance visits.
• Accountable for the planned maintenance scheduling and optimized routing.
• Responsible for performing site audits.
• Responsible for investigating accidents and following company policy on evidence custody and internal reporting.
• Responsible for the control and authorization of overtime.
• Accountable for the assignment of product and service warranty after modernization or service work is completed.
• Monitor technician performance and objectives and create corrective action and development plans as needed.
• Manage timesheet approval and hours worked for technicians, manages absences and assign back-up technicians as needed.
• Balance technician workload and assign critical resources needed for work.
• Define technician capacity and align work, hiring needs and revenue targets to current and future capacity
• Up to 25% international and domestic travel required.
• This position will supervise 5-10 direct reports (Service Engineer, Sr. Service Engineer, and Elevator Technicians).

• This position requires a minimum of a bachelor’s degree or foreign equivalent, in Electronics Engineering, Electro-Mechanical Engineering, or a related field, and 3 years of experience working in elevator or other people movement industry, or related. Alternatively, in lieu of a bachelor’s degree, employer will accept, no degree and 7 years of experience working in elevator or other people movement industry, or related.
  
  Employer will accept any suitable combination of education, training, or experience.
• Additionally, the applicant must have professional experience with: (1) Reading, analyzing, and interpreting technical procedures of marine elevator diagrams in order to manage resources in the field; (2) Inventory management for European elevator supply of spare parts in order to ensure necessary…