Technical Helpdesk Manager - Maintenance

KPI Elevators Inc (Makati, Philippines) 3 days ago

Did you know KONE moves over one billion people every day? In 2017, we had annual net sales of EUR 8.9 billion. We employ over 55,000 driven professionals in over 60 countries worldwide joined together by a shared vision. As a global leader in the elevator and escalator industry, it is our mission to improve the flow of urban life.

We believe in improving performance through inspiring, engaging and developing our people. Personal growth is strongly supported and there are significant opportunities for career development. Joining us means you will be part of a global network of people, working in a culture that fosters innovation and empowers you to make a difference.​

Why this role?

KONE Philippines is embarking upon an exciting growth phase and this represents an opportunity to join our Service Equipment Business team as a Technical Helpdesk (THD) Manager. You will supervise and co-ordinate the activities of field maintenance technicians in our Service team.

Your key focus is to ensure successful team work across the region when it comes to providing first class technical support.

What will you be doing?

  • Lead a high-performance team in providing service excellenceand ownership for resolving technical issues
  • Setting-up, Managing and Improving standards and procedures within the THD team
  • Providing systematic call-out analysis to drive Call Out Reduction
  • Handling proper escalation process: Technical Helpdesk is the first point of contact for technical queries from the field
  • Develop and maintain customer satisfaction

Are you the one?

  • Bachelor's degree in Engineering holder is highly desirable
  • Proven success in handling remote monitoring cases and coordinating of escalated cases
  • Strong commitment to quick response and prompt corrective actions to technical inquiries and requests
  • Process oriented and strong analytical skills
  • High emotional intelligence

What do we offer?

  • Career progression opportunities within a global organisation
  • Total reward elements that engage and motivate our employees and help us make KONE a great place to work
  • Comprehensive learning and development programs covering a wide range of professional skills


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.

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