Service operations
- Responsible for safe working practices and carrying out the operations according to maintenance
and safety instructions to ensure safety of end-users and other employees
- Responsible for solving complex technical issues that THD has assigned to him/her
- Responsible for performing first visits of new equipment coming from competitors or KONE when
requested by sales/supervisor
- Responsible for identifying any technical issues in equipment under maintenance that could cause
call outs or safety hazards and fix the issues, create sales leads and/or communicate to THD
Manager
- Responsible for actively identifying any technical competence gaps to maintain new equipment in
service (both from competitor and from new equipment) and communicate it to Maintenance
Supervisor / Technical Helpdesk Manager
- Responsible for giving feedback to any repair or adjustment needs that could reduce call outs and
actively communicate with Technical Helpdesk Manager.
- Contributes to the ongoing improvement of products, methods and safety by providing feedback to
THD Manager
- Responsible for effectively planning his/her workload, in conjunction with THD Manager
- Responsible for solving complex remote monitoring / alarm system issues that THD has assigned
to him/her
Customer relationship management
- Responsible for customer satisfaction through quality of service and through proactive and precise
on-site communication
- Accountable for maintaining excellent relationships with the customers and users present on site
by applying the service mindset
Leadership / People management
- Accountable for improving the competence of the Maintenance Technicians by explaining the root
causes and the solutions of the technical issues solved
- Responsible for spreading the knowledge of Field Letters, Express Letters and new maintenance
methodologies (ASG documents)
- Responsible for giving training/coaching to Maintenance Technicians nominated by the THD /
Maintenance Operations manager
