Technical Help Desk Troubleshooter

Job Summary

Certified as a Top Employer; KONE is dedicated to a better world of work and exhibits this through excellent people practices. We are committed to fostering a great work culture and inspiring the highest standards of quality and efficiency by putting our people first and creating a workplace that nurtures collaboration diversity growth and wellbeing.

Its time to make a move. Join our flow.

We are looking for A Technical Help Desk Troubleshooter who will be the first point of contact in technical queries and provides remote technical support during the maintenance phase of KONE and/or non-KONE products.

A Technical Help Des (THD) Troubleshooter will support maintenance technicians in resolving technical issues working to ensure products are maintained in compliance with KONEs safety process and quality requirements.

What will you do

Technical help desk and site support services for Front Lines:

• Provide remote technical support for maintenance technicians in identifying the root cause and corrective solution.
• Provide spare part identification support.
• Support in proximity stock definition for new LIS.
• Provide 24/7 Connected Services analytics and support by evaluating non-standard and non-urgent service needs.
• Together with 24/7 Operations Center support technicians in configuring and repairing KRM devices and connections.
• Log all cases to THD tool.
• When needed assign/direct the case to a relevant expert in the organization or escalate to global.
• Create knowledge base articles.
• Propose sales solutions (Packaged Service Repairs) to improve equipment reliability comfort and safety.
• Support sales in assessing the maintainability (spare part availability documentation competences maintenance need) of equipment before tendering for maintenance contract.

Training:

• Train local technicians during site visits and/or deliver scheduled training sessions.
• Co-operate with and provide expertise to local training centers in training courses.

Quality:

• Create quality reports into THD tool after remote support and/or site visits and list issues which require corrective actions.
• Identify proactively root causes for the issues and forward corrective actions according to KONE process requirements ( guidelines field letters etc.)
• COR review / identify units for Clinica visits.
• Note: Clinica visits performed by Field Troubleshooter.

Safety:

• Be aware and operate within KONE safety requirements.
• Ensure each site follows the global safety processes and guidelines.
• Follow the safety procedures and rules of customers partners and KONE.
• Report safety concerns.
• Stop installation or lift operations if safety violations or hazards are detected.

Are you the one

• Diploma or Bachelor degree in Engineering.
• Excellent verbal and written English communication skills.
• 5 -7 years technical experience in elevator industry.
• Effective communication skills.
• Strong user of MS Office applications.

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 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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Key Skills

• user account
• Active Directory
• Customer Service
• Information Technology
• desk support
• End user
• Project Management
• Phone Calls
• service levels agreement
• Desk Staff
• Ltil
• Procedures
• Setup
• hardware
• Technical Support

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