Technical Help Desk Troubleshooter

Overview

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

A Technical Help Desk Troubleshooter will support maintenance technicians in resolving technical issues, working to ensure products are maintained in compliance with KONE’s safety, process and quality requirements.

• 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 escalation 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.

• 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.

• 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 (e.g. trainings, guidelines, field letters etc
• COR review / identify units for Clinica visits.
• Note:
  
  Clinica visits performed by Field Troubleshooter.

• 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.
• 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.