EEM Service Excellence Manager

The Service Operations Excellence Manager plays a crucial role in enhancing and optimizing the operations of the frontline service functions within the company.

Here's a breakdown of the responsibilities and key activities:

1. Process and Continuous Improvement

• Lead field processes to ensure safety, customer satisfaction, quality, productivity, and sustainability.
• Implement continuous improvement practices within regions, ensuring these processes are aligned with the company's goals and objectives.

2. Implementation & Utilization of Business Processes and Tools, Training and Coaching

• Oversee the implementation and utilization of KONE Way (KW) business processes and tools.
• Ensure these processes and tools are integrated into daily operations, improving efficiency and service quality.
• Provide training and coaching to Supervisors and Service Operations Managers on using service tools, processes, and KPIs.
• Contribute to the development of field competencies, in collaboration with Learning & Development teams.

3. Collaboration and Future Development, Customer Service Excellence

• Collaborate with different teams to refine and improve global solutions and business processes.
• Work closely with the Sales, Customer Service & Assistance (CS&A), and Technical Helpdesk teams to ensure the highest standards of customer service and satisfaction.
• In essence, the Service Operations Excellence Manager is tasked with ensuring the efficient and effective implementation of service processes, tools, and practices to drive operational performance, improve safety and customer satisfaction, and ensure continuous improvement across the service operations.

4. KPI Management, Analysis and Capacity Planning

• Analyze Key Performance Indicators (KPIs) and convert the data into actionable proposals.
• Use this data to provide recommendations to improve daily operations and achieve productivity improvement targets.
• Accountable for optimizing service routes, capacity planning, and service profile optimization to enhance frontline operations.

Qualifications and Education Requirements:

• Bachelor's degree (e.g., in engineering, project management or in relevant field)
• Familiarity with project management methodologies
• Excellent communication and problem-solving skills
• Proficient in English is must
• Strong analytical and organizational skills
• Knowledge of Lean Six Sigma (Black Belt or Green Belt is a plus)
• Ability to lead and influence cross-functional teams

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.

Read more on www.kone.com/careers