Head of Service Repairs and Material Handling

The Head of Service Repairs and Material Handling is a senior leadership role within the frontline organization, responsible for enabling consistent, efficient, and customer‑focused service repairs. This position oversees repair offering and commercialization, repair tendering, repair pricing, materials and spare parts support, inspection report analysis, and repair coordination teams, while ensuring strong collaboration with service sales, service operations, customer service, regional leadership, and other commercial stakeholders. The role reports to the Service Director, Middle East, Africa, and Türkiye.Key responsibilities for this position:Lead the centralized Service Repairs team, covering repair offering and commercialization, repair pricing, repair tendering, material and spare parts support, inspection report analysis, and repair coordinationLead end‑to‑end material (spare parts) handling processes and ways of working on the frontline level in alignment with Global Spares Supply, ensuring the availability, pricing, and flow of spare parts are working smoothly for Service operationsDefine and execute the service repairs strategy in alignment with regional and global objectivesRepresent service repairs in strategic planning and decision‑making forumsSupport customer discussions when required, particularly for complex repairs, tender clarifications, or material feasibility‑related topicsPartner with regional directors and peer leaders (e.g., Service Sales, Service Operations, Customer Service) to ensure coordinated efforts that drive profitability, productivity, and customer satisfactionDevelop and maintain repair offering and pricing, ensuring alignment with global frameworks and local market needs. Collaborate effectively with relevant global and cross‑BL stakeholdersEnsure compliance with commercial, technical, and offering governance policies, pricing guidelines, inspection report requirements, repair processes, and data quality standardsAct as a key enabler for the centralized repairs tendering teams by ensuring they have the guidance, tools, and resources needed to succeedAdvance data‑driven decision‑making through accurate reporting and performance analyticsSupport target setting and KPI follow‑up related to repair volumes, customer outcomes, and commercial performance. Lead FL repairs efficiency management and tracking, and ensure incentives are clear according to the annual processLead, coach, and develop managers and team leaders to build a high‑performing, customer‑centric organization. Foster a culture of collaboration, accountability, and continuous improvementLead cross‑functional projects and improvement initiatives across processes, IT tools, and performance management to strengthen repair efficiency and ways of working.Experience:Bachelor’s degree in a related field. Master’s degree (MBA or equivalent) preferredProven track record of leading teams in commercial management and service operations in a global organizationProven experience managing P&L or financial performanceStrong proficiency in English and the local languageCompetencies:Ability to understand technical scopes, market needs, commercial drivers, and the financial impact of repair decisionsAble to work effectively with cross‑functional teams such as service operations, service sales, customer service, and regional leadershipSkilled at coaching managers, supporting team development, and fostering a high‑performance, customer‑focused cultureStrong transformational leadership capabilities, with the ability to drive change and strengthen common ways of working across repair teams.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 https://careers.kone.com/en/#J-18808-Ljbffr