Service Supervisor

Founded in 1910, KONE is a global leader that provides elevators, escalators and automatic building doors, as well as solutions for maintenance and modernization that add value to buildings throughout their life cycle. Our mission is to improve the flow of urban life and make our world's cities better places to live by providing innovative solutions that help make people's journeys safe, convenient and reliable. Our operations in over 60 countries around the world has helped us achieve our position as an innovation and sustainability leader with repeated recognitions by Forbes, Corporate Knights for clean capitalism and others.


Title: Service Supervisor

Location: Madison, WI

Role Overview

The Service Supervisor is responsible for leading daily service operations and field workforce execution while ensuring exceptional service delivery, employee engagement, customer success, and financial performance. This role serves as a critical leadership position within the business and helps develop the next generation of operational leaders.

Leadership Competencies

• Customer Focus
• Accountability
• Coaching & Development
• Operational Excellence
• Safety Leadership
• Communication
• Problem Solving
• Continuous Improvement
• Integrity

Key Responsibilities

Accountability

• Lead daily field service operations and technician workforce execution.
• Drive customer satisfaction, retention, and responsiveness.
• Manage labor productivity, route effectiveness, and workforce utilization.
• Support repair opportunity identification and profitable execution.
• Coach, develop, and retain high-performing employees.
• Ensure compliance with safety and operational standards.
• Monitor operational and financial performance metrics.

Operations Leadership

• Optimize scheduling, resource deployment, and service coverage.
• Improve response times and service quality.
• Drive continuous improvement and operational discipline.
• Ensure customer commitments are consistently delivered.

Customer Success

• Build strong customer relationships and trust.
• Resolve escalated service concerns professionally and promptly.
• Serve as an operational point of contact for key customers.
• Improve customer loyalty through excellent execution.

Repair Growth & Execution

• Partner with sales teams to identify repair opportunities.
• Review repair pipeline activity and scheduling priorities.
• Ensure quality work is completed safely, on time, and profitably.
• Increase customer value through proactive recommendations.

Talent Leadership

• Recruit, train, and develop team members.
• Provide coaching, mentoring, and performance feedback.
• Strengthen employee engagement and accountability.
• Build succession plans and future leaders.

What Success Looks Like

• Improve customer retention and satisfaction.
• Increase technician productivity and efficiency.
• Reduce response times and service escalations.
• Improve repair execution performance.
• Strengthen team engagement and retention.
• Deliver measurable operational and financial improvement.

Required Qualifications

• 2+ years of leadership experience in a service-oriented environment.
• Experience leading frontline employees or field-based teams.
• Strong customer relationship and problem-solving skills.
• Experience improving operational performance and team productivity.
• Excellent communication and organizational abilities.

Preferred Qualifications

• Exposure to union and/or non-union teams.
• Background in field service or technical operations.
• Experience with workforce planning, scheduling, and resource management.

What Success Looks Like

• Improve customer retention and satisfaction.
• Increase technician productivity and efficiency.
• Reduce response times and service escalations.
• Improve repair execution performance.
• Strengthen team engagement and retention.
• Deliver measurable operational and financial improvement.

Ideal Candidate Profile

Successful candidates typically come from service-intensive industries where they have led field personnel, delivered customer outcomes, managed schedules and labor productivity, and driven operational performance.

• HVAC Services

• Building Systems
• Facilities Management
• Industrial Services
• Fire & Life Safety
• Utilities
• Transportation
• Logistics
• Manufacturing Maintenance
• Equipment Rental Services
• Mechanical Contracting

About KONE
At KONE, we foster an innovative and collaborative culture, valuing each individual's contribution. Employee engagement and sustainability are key focuses, promoting ethical practices and mutual respect. We're proud to offer experiences and opportunities to help you achieve career and personal goals while maintaining a healthy work-life balance

We hire individuals who value culture because we believe culture drives innovation

• We value your authentic self.
• Collaborative, creative, and supportive work environment
• Passionate about safety, quality, and innovation
• We care about the communities where we live and work.

Just some of our many benefits include:

• Competitive salary
• Flexible work schedule
• Opportunities to learn and grow
• 401K Employer Match
• 401k Employer Non-elective Contribution
• Well-being Program
• Medical, Prescription, Dental and Vision Insurance
• Digital Health Solutions & Telehealth
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSAs)
• Employee Family Assistance Program (EFAP)
• Family & Medical Leave
• Parental Leave
• Leave to Care for a Domestic Partner
• Paid Time Off & Holidays
• Company Paid Life and AD&D Insurance
• Supplemental Life and AD&D Insurance
• Company Paid Short-term and Long-term Disability
• Buy-Up Long-term Disability
• Critical Illness Insurance
• Hospital Indemnity & Accident Insurance
• Identity Theft Protection
• Legal Insurance
• KONE Credit Union
• Tuition Reimbursement
• Commuter Benefits

Annual Base Pay Range:

The hiring range for this role is $105,100 - $137,970. The compensation package offered will depend on candidate's ability to meet the requirements of the role, needs for the business strategy, and a range of factors unique to each candidate, including their skill set, years and depth of experience, certifications, and location.


Variable Compensation

KONE Annual Bonus plan at 15% Target Incentive based on achievement of company goals and individual goals.

Come share your passion and energy to make a positive impact at KONE for our customers and your career!


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*Beware of Recruitment Scams!*

KONE is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

We will consider for employment all qualified applicants, including qualified applicants with arrest or conviction records, in accordance with applicable federal, state, and local fair chance laws.

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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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