Repair Tendering Administrator is the voice of KONE, focusing on one or more specific admin domains. He/She provides administrative support for salespersons and supervisors, enabling them to maximize the time spent on customer-facing activities in the field. The administrative support covers activities related to Maintenance Operations, Sales Support, Public Tender Preparation, Third Party Inspection, and Reporting.
The Customer Service administrator also supports customers directly for more complex queries forwarded by Customer Service Agents or other departments. The Customer Service Administrator mainly interacts with salespersons, supervisors, field technicians, the KONE Customer Service Organization, and KONE Shared Services.
The Customer Service Admin ensures responsiveness towards customers by keeping up with quality and SLA levels.
Specialized administration and support tasks:
Repair Tendering activities:
Validates repair sales leads and any missing information with the help of a Maintenance Technician or Technical Helpdesk
Liaises with the Maintenance Supervisor on the progress of sales leads, tenders, and orders
Converts the sales lead to a tender depending on the contract coverage
Pre-alerts customer of coming tender makes sure we have the decision maker’s correct contact details, communicates the tender to the decision maker, and ensures the customer receives it correctly.
Proactively explains the tender content and value to the customer
Follows up with the customer to check on the customer's decision promptly and to ensure we get the order
Answers customers' questions about the tender content, price level, discounts and scheduling
Periodically contacts customers about open tenders
Creates the work/service order and confirms the order was received and created
Receives and resolves customer queries and complaints about repairs forwarded from customer service
Manages the repair sales funnel and reviews his/her targets in the sales cockpit to make sure we reach our repair business target
3rd party inspection administration:
Analyzes inspection needs and schedules individual inspections
Analysis and follow-up: Receives and analyzes inspection reports, contacts customer for actions, hands over repair tender leads to Repair Admin, and follows up closing the remarks
Creates service/work orders and requests spare parts
Takes ownership of customer queries forwarded from the first level and follows up with field Supervisor and other services to get a response.
Support in public tenders
•Supports sales in proposal creation (public tenders)
•Assists in contract and sales order creation for public bids (admin handover)
•Takes ownership of customer queries forwarded from the first level and follows up with salesperson and other services to get a response
Support in customer reporting
Verifies and inputs customer data in customer portals (mainly done in KONE SSC)
Provides reports for Key Accounts
Prepares working instructions for KONE SSC to be able to input relevant information to customer portals
Are you the one?
Diploma or bachelor’s degree holder
Minimum 2 years of experience in a similar role with a strong focus on administration tasks.
Ability to handle and meet multiple deadlines and coordinate priorities accordingly.
Excellent organizational skills – able to perform duties with minimal supervision.
Proficient in Microsoft (Word, Excel, Outlook, Teams) with SAP and CRM experience advantageous.
Excellent English language skills both spoken and written.
Please upload an updated copy of your CV to your application. Shortlisted candidates will be sent an automated video interview to complete.
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