Job description
Role Overview
Service Engineer at KONE, based in Doha, Qatar. This role involves planning, managing, and overseeing the contracted scope of work, with responsibility for the safe, high-quality, and efficient installation of KONE solutions in line with the agreed schedule and budget.
Company Overview
KONE is certified as a Top Employer in the UAE, Qatar, KSA, and Oman. The company is dedicated to creating a superior workplace through outstanding people practices, emphasizing great work culture, high standards of quality and efficiency, and an environment that promotes collaboration, diversity, growth, and well-being. KONE Middle East, Turkey & Africa (KMTA) is in an exciting growth phase, expanding its direct presence in seven regions.
Role Purpose
Plan, manage, and control field service operations in accordance with service contract requirements, company policies, and KONE processes. Serve as the first point of contact for all technical or operational issues raised by customers. Own accountability for the costs of maintenance field operations and the revenues of callout and service repair sales.
Key Responsibilities
Customer Service & Satisfaction
- Establish customer satisfaction through quality of service and precise communication, including equipment safety and performance.
- Resolve customer service quality complaints and invoicing complaints related to maintenance operations.
- Deliver service according to service contract requirements in line with KONE quality standards and local regulations.
Operations & Field Management
- Control field operations costs, callouts, and service repair sales.
- Manage third-party inspection visits and follow-up actions.
- Own planned maintenance scheduling, optimized routing, and site audits.
- Perform investigations of accidents and follow company policy on evidence custody and internal reporting.
Technical & Sales Coordination
- Validate service contract and technical terms with sales.
Team Leadership
- Establish accountability for the performance of assigned technicians and their motivation and competence development.
Qualifications & Experience
- Bachelor's degree in Electrical, Mechatronics, Electronics, or Industrial Engineering.
- Minimum 5 years of experience in elevator service operations preferred.
- Fluent in English; Arabic proficiency considered a plus.
Skills & Competencies
- Driven and energetic with strong analytical skills and ability to learn quickly.
- Self-motivated, goal-oriented, and well-organized.
- Strong focus on customer service.
- Strong aptitude for understanding and analyzing customer needs to provide customized solutions.
Additional Information
- KONE fosters an innovative and collaborative working culture that values individual contribution, employee engagement, participation, and the sharing of information and ideas.
- Sustainability is an integral part of company culture and daily practice.
- The company follows ethical business practices and develops a culture of trust, respect, and recognition of good performance.
- KONE offers a range of experiences and opportunities to help achieve career and personal goals and enable a healthy and balanced life.