Effendy Ali

· Accountable that customer experience touchpoints are followed during the whole maintenance contract lifecycle

· Accountable for customer retention by ensuring that service commitments are met and that promises to the customer are kept (together with the rest of KONE team)

· Communicates to customers that promises have been delivered

· Ensures that customers' queries are answered on time and with the appropriate attention and makes sure complaints are solved accurately and on a timely basis (together with the rest of KONE team)

Safety and Quality

· Ensures safety of all employees and end-users

· Accountable for the delivery of service according to the service contract commitments, the time limits, the KONE quality standards and the local regulations

· Ensures high quality of service through presence in the field, regular field audits and promoting a strong safety and quality culture

· Analyses and takes the necessary actions when new equipment enters the service base

· Responsible for investigating near misses, incidents and accidents, and following company policy on evidence custody and internal reporting

People management / Leadership

· Develops the competences, motivation and overall performance of the technicians by regular coaching

· Ensures the correct level of resourcing in the short-term through absence management and in the mid-term through capacity planning (together with their manager)

· Responsible for determining and approving technicians’ performance objectives

· Responsible for individual target setting and action planning annually, followed-up in regular reviews (Field Operations Management Model FOMM)

· Responsible for cascading the FL and regional direction and targets to his/her team

· Responsible for making sure that individual targets are defined in the beginning of the year and adjusted if needed during the year

· Responsible for having monthly FTF discussions with his/her technicians and coaching them to reach their objectives

· Accountable for following up the progress regularly

· Accountable for service mindset and responsible for regularly visiting the customers together with Maintenance Technicians

· Accountable for communicating safety messages as well as technical and code requirements to his/her technicians

· Accountable for technician timesheet validation prior to payroll

· Accountable for defining, authorizing replacement and managing technicians' tools, uniforms, PPE, vans, phone/PDA and instruments

Repair sales

· Manage the repair sales funnel

· Accountable for the repair sales leads volume and quality

· Accountable for monitoring that sales leads are converted to opportunities, tenders and orders by the back-office in time, and responsible for supporting in difficult cases when needed

· Through regular customer meetings, identify and promote repair sales leads, opportunities and open tenders

· Create leads for new business opportunities (LIS, VB, DIS and NEB)

· Approve non-billable repairs above agreed monetary threshold

· Make invoicing decisions when needed

· Responsible for supporting finance team in money collection by performing any tasks requested by the finance team

Delivery

· Accountable for a proper handover from installation to maintenance and ensuring that any necessary corrective actions are completed

Maintenance operations

· Ensures that the field processes and maintenance methods are followed and the support functions are used correctly

· Accountable for the controlling the service operations KPIs in weekly Traction Control calls with Maintenance Operations Manager and defining corrective actions when needed

· Accountable for the variable costs and margins (CMII)

· Accountable for proximity stock content

· Accountable that the third-party inspections are done on time and identified inspection points followed-up

· Validates the service contract technical terms with the salesperson (when requested by salesperson)

· Responsible for helping the KC3 solving technician callout assignment conflicts (priorities)

· Accountable for supporting KC3 in solving and closing the open callouts and reacting in case of stopped equipment and/or safety issues

· Accountable for reducing the callouts in his area

· Accountable for the timely completion of the planned maintenance visits

· Accountable for the safe operation of equipment in his/her area and Responsible for the control and authorization of overtime

• Ensured smooth day-to-day operations by addressing any workflow disruptions promptly and effectively.
• Developed strong relationships with vendors, improving collaboration and negotiation outcomes.
• Coordinated logistics activities, ensuring timely delivery of products and services to clients.
• Improved customer satisfaction rates through timely communication and effective issue resolution.
• Maintained a safe working environment by enforcing strict adherence to health and safety guidelines.
• Collaborated with key stakeholders to develop strategic plans for organizational growth.
• Provided ongoing training to team members, enhancing skillsets and overall productivity.
• Implemented inventory management systems, reducing stock discrepancies and wastage.
• Reduced operational costs through effective resource allocation and management.

• Led the development of innovative applications, resulting in improved user experience and increased productivity.
• Mitigated potential risks by proactively addressing potential obstacles before they could impact project timelines.
• Implemented cybersecurity measures to safeguard sensitive data and protect company assets.
• Reduced operational costs through strategic resource allocation and streamlined workflows.
• Provided exceptional customer support, resolving complex technical issues in a timely manner.
• Optimized network operations for increased efficiency and reduced downtime.
• Analyzed data trends to identify areas for improvement, developing targeted strategies for growth.
• Coordinated with vendors to negotiate contracts, secure competitive pricing, and manage ongoing relationships effectively.
• Liaised with other departments to minimize network interruptions and possible downtimes.

• Conducted thorough market research to effectively price rental properties, maximizing occupancy rates and profitability.
• Organized community events to promote a sense of belonging among residents and boost tenant satisfaction ratings.
• Maintained meticulous records of all property transactions, ensuring accurate financial reporting and compliance with regulations.
• Monitored industry trends and best practices in property management, applying innovative approaches where applicable for improved performance outcomes.
• Conducted regular property inspections to identify maintenance needs and ensure safety standards were met.
• Provided exceptional customer service to both current and prospective tenants, cultivating positive reputation within the community for the managed properties.
• Resolved conflicts between tenants diplomatically, maintaining a harmonious living environment for all residents.
• Managed property maintenance tasks for optimal upkeep, ensuring timely repairs and minimizing downtime.
• Coordinated move-ins and move-outs efficiently, minimizing disruptions to existing tenants.

• Developed and implemented individualized service plans to support resident growth and independence.
• Collaborated with interdisciplinary teams to design comprehensive care plans that addressed the diverse needs of each resident.
• Fostered a positive work culture by implementing team-building initiatives that promoted collaboration among colleagues.
• Ensured compliance with state regulations by conducting regular safety inspections and monitoring staff performance closely.
• Managed inventory of supplies and equipment to maintain adequate levels while minimizing waste and controlling costs.
• Increased staff productivity by providing ongoing training and professional development opportunities.
• Managed daily operations for optimal efficiency, ensuring smooth communication between residents, staff, and management.
• Streamlined administrative tasks such as record-keeping, data entry, and report generation to maintain an organized office environment.
• Oversaw maintenance projects throughout the residential facility ensuring timely completion while minimizing disruption to residents.
• Improved resident satisfaction by promptly addressing concerns and resolving issues in a timely manner.
• Implemented policies aimed at enhancing accessibility features throughout the facility, creating a more inclusive environment for all residents.
• Maintained a safe and clean living environment by enforcing property rules and regulations.
• Actively participated in staff recruitment efforts, interviewing candidates, and making hiring recommendations based on qualifications and fit within the team dynamic.

• Established positive rapport with tenants through regular communication channels such as newsletters or community events.
• Improved tenant satisfaction by addressing concerns promptly and implementing effective solutions.
• Maintained accurate records of all property-related transactions, ensuring compliance with local regulations.
• Conducted thorough property inspections to maintain safety standards and identify potential issues.
• Enhanced property value with strategic renovations and upgrades.
• Identified cost-saving opportunities within daily operations while maintaining a high level of service quality.
• Maintained original leases and renewal documents in digital and hardcopy format for property management office.
• Prepared detailed monthly reports for property owners, highlighting performance metrics, financial updates, and ongoing initiatives.
• Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
• Collected and maintained careful records of rental payments and payment dates.
• Conducted regular inspections of both interior and exterior of properties for damage.
• Planned special events such as lotteries, dedications and project tours.
• Communicated effectively with owners, residents, and on-site associates.