At Konecranes, we believe that great customer experience is built on the people behind the Konecranes name. Everything we do, we do with passion and drive. We believe diversity drives business success and is the foundation for our growth. We welcome different backgrounds and skills that enrich our community and we promote a place where we can ALL be ourselves. This is what makes Konecranes a unique place to work.
POSITION TITLE: Manager, Field Operations
REPORTS TO: Territory Operations Manager
PRINCIPAL RESPONSIBILITIES: Accountable for Industrial Crane Service profitability, field operations personnel, customer satisfaction and operational excellence in the assigned Territory/Branch. Through demonstrable and systematic KPI management, role will assure continuous improvement to customer retention & satisfaction, order execution and the profitability of each Konecranes location. Role will also cooperate with other Regional functions to improve Konecranes brand equity, ensure consistent and profitable growth, improve process efficiency, maintain established reporting requirements and secure the safety and welfare of Konecranes.
Detailed duties
* Responsible for all matters related to Safety. Ensure monthly safety meetings, tool-box talks, vehicle/equipment inspections and field audits are conducted in accordance with established guidelines. Ensure all Field Operatives meet the target for 100% POWRA completion.
* Directly manage Field Supervisors, Inspectors, Technicians, Site Managers, Site Supervisors.
* Responsible for ensuring customer satisfaction for all work. Resolve customer concerns/complaints to the satisfaction of the customer and in the best interest of Konecranes according to the Voice of Customer (VoC) process.
* Coordinate with the Planning and or the Project Management organizations for all sold service work as needed. Ensure all WIP is scheduled or tentatively scheduled on the Planning board.
* Responsible for Productivity in accordance with targeted metrics.
* Responsible for the Gross Margin and Profitability of the branch operation
* Monitor and maintain the company equipment and assets in proper conditions, good working order and in compliance with all applicable safety standards.
EXPERIENCE: Minimum of five (5) years experience as a manager in customer service operations role; equivalent experience, education, and training will be considered. Previous experience managing a customer facing, field service business preferred. Demonstrated leadership experience, well-developed "people" skills, a strong understanding of mechanical and electrical principles, good written and verbal communication skills and good PC skills.
OTHER REQUIREMENTS: Must have and maintain a good driving record. Must be willing to travel as required including overnight trips.
Travel estimated at 10%-20%.
* KCN
Konecranes, Inc. and its affiliates will not accept resumes from external recruiters or agencies without a Service Agreement and Agency Portal submission. Any resumes sent without a Service Agreement and Agency Portal submission with Konecranes, Inc. are void of any fees and free for internal use. Applicable Konecranes data protection obligations are the responsibility of the agency.
Konecranes is a global leader in material handling solutions, serving a broad range of customers across multiple industries. We consistently set the industry benchmark, from everyday improvements to the breakthroughs at moments that matter most, because we know we can always find a safer, more productive and sustainable way. That's why, with 16 000+ professionals in over 50 countries, we are trusted every day to lift, handle and move what the world needs.
Konecranes is committed to ensuring that all employees and job applicants are treated fairly in an environment which is free from any form of discrimination. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Other Protected Category.
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