Technical Manager – Heathrow Airport

About the role

At KONE we improve the flow of urban life by making journeys safe, convenient and reliable. We are looking for a Technical Manager to lead our Technical Help Desk team for lifts and escalators and support maintenance operations in Slough. This role offers a chance to develop people, drive operational excellence and use technical expertise to improve customer outcomes.

Key responsibilities

• Lead, coach and develop a high‑performing team of technical support specialists.
• Set clear objectives, monitor performance and drive continuous improvement.
• Ensure timely resolution of technical enquiries from field operations and act as primary escalation point for complex issues.
• Oversee technical support and data processes, ensuring consistency, quality, compliance and improvement.
• Analyze technical trends and service data to identify opportunities for quality, performance and call‑out reduction.
• Support remote troubleshooting and escalated cases from connected services operations.
• Drive technical competence development within the Help Desk and field engineering teams.
• Collaborate with operational leaders to translate technical insights into business and customer improvements.

Required profile

• A degree in Engineering or a related technical discipline, or equivalent industry experience.
• Previous leadership experience managing technical, engineering or service‑focused teams.
• Strong technical understanding of maintenance, engineering or service operations.
• Excellent analytical and problem‑solving skills.
• Experience driving performance through KPIs, continuous improvement and root‑cause analysis.
• Strong stakeholder management and communication abilities.
• Customer‑focused mindset with ability to balance technical and commercial priorities.
• Experience in engineering, manufacturing, industrial or service environments.
• Confidence leading change and implementing new ways of working.
• Full professional proficiency in English and strong reporting, presentation and documentation skills.
• Willingness to travel as required.

What we offer

• Competitive salary.
• 25 days holiday plus additional Bank Holidays.
• 1 paid Volunteering Day.
• Company Pension Scheme.
• Private Medical and Dental Insurance.
• Bonus and EV Car scheme.
• Development opportunities and regular performance reviews.
• Support from experienced lifts & escalator industry leaders.
• KONE Discounts and Gymflex Membership.
• 24/7 GP Support & Wellbeing Access.
• Hybrid working arrangement.