Key Account Supervisor

Marine Elevators LLC seeks Key Account Supervisor at its facility located at 15712 SW 41st Street, Suite 8, Davie, FL 33331.

JOB DESCRIPTION:

Plan, manage and control the field service operations in his or her area including specific customers and according to the service contract requirements, KONE company policies and processes. Act as 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 be 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. Be 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. Be accountable for the timely completion of the planned maintenance visits. Be 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. Be 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, manage 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.