Responsibilities
- Provide remote technical support for maintenance technicians in identifying the root cause and corrective solution
- 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
- Support sales in assessing the maintainability (spare part availability, documentation, competences, maintenance need) of equipment before tendering for maintenance contract
- Co-operate with and provide expertise to local training centers in training courses
- Create quality reports in to 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
- 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 violation or hazards are detected
- Allocate daily work together with THD manager
- Monitors and leads the performance and KPI/SLA adherence of the team
- Review daily priorities in the team and take appropriate action to ensure results are achieved
- Continuous support of THD development together with THD manager
Requirements
- Diploma in Engineering or other relevant field
- IT literacy
- Willing to travel
- Flexibility
- Knowledge of KONE and/or non-KONE products
- Customer service mindset
Benefits
- Career progression in opportunities within a global organization
- Total reward elements that engage and motivate our employees and help us make KONE a great place to work
- Comprehensive learning and development programs covering a wide range of professional skills
- You are surrounded by fun colleagues and a lively working environment
- The best part is all leaders are great and open-minded
Company Culture
- Teamwork and a work culture where everyone can be who they are
- Employees are encouraged to share information and ideas
- Sustainability is part of daily practices
- Ethical business practices are followed
- Colleagues are expected to trust and respect each other
- Good performance is recognized
- Focus on creating an innovative and collaborative work culture
Additional Information
- 24/7 support required
- Travel required
- Shift work may be required due to 24/7 operations
- Must follow KONE and customer safety procedures
- Must report safety concerns
- Must stop operations if safety hazards are detected
- Work involves use of THD tool for case logging
- Participation in training course delivery
- Creation of quality reports after support activities
- Involvement in Clinica visits (review/identification only)
