Service Supervisor – Field Operations Lead

KONE, a global leader in elevators, escalators and building solutions, is seeking a Service Supervisor for its Madison, WI location. The role leads daily field service operations, ensuring high customer satisfaction, safety, and financial performance.

Key responsibilities

• 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.
• Optimize scheduling, resource deployment, and service coverage.
• Build strong customer relationships and resolve escalated service concerns.
• Partner with sales teams to identify repair opportunities and ensure quality work.
• Recruit, train, and develop team members, providing coaching and performance feedback.

Required profile

• 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.
• Proven ability to improve operational performance and team productivity.
• Excellent communication and organizational abilities.
• Exposure to union and/or non‑union teams (preferred).
• Background in field service or technical operations (preferred).
• Experience with workforce planning, scheduling, and resource management (preferred).

What we offer

• Competitive salary range $105,100 – $137,970.
• Annual bonus plan with 15% target incentive.
• Flexible work schedule and hybrid options.
• 401(k) employer match and non‑elective contribution.
• Comprehensive medical, dental, vision, and prescription coverage.
• Well‑being program, HSA, FSAs, and employee assistance.
• Paid parental, family, and domestic partner leave.
• Paid time off, holidays, and short‑term/long‑term disability.
• Life and AD&D insurance, tuition reimbursement, commuter benefits.
• Opportunities to learn, grow, and develop leadership skills.