Technical Helpdesk Troubleshooter (Elevator & Escalator)

Technical Helpdesk Troubleshooter (Elevator & Escalator)

What will be your main function and you will collaboration with:

Technical Helpdesk Troubleshooters provide support to the maintenance organization in solving complex technical issues and spreading technical knowledge through the organization. Technical Helpdesk Troubleshooter is typically involved in resolution of callouts or other complex technical issues if the Technical Helpdesk Troubleshooter (first point of contact in technical queries) is not able to support the Maintenance Technician remotely and an onsite visit is needed. In some cases, Technical Helpdesk Troubleshooters can also provide remote support when Technical Helpdesk Troubleshooters need to consult them in their specific areas of expertise.

Technical Helpdesk Troubleshooters report to Technical Helpdesk Manager.

Responsibility & Key Activities:

Service operations

1. Responsible for safe working practices and carrying out the operations according to maintenance and safety instructions to ensure safety of end-users and other employees.
2. Responsible for solving complex technical issues that THD has assigned to him/her.
3. Responsible for performing first visits of new equipment coming from competitors or KONE when requested by sales/supervisor.
4. Responsible for identifying any technical issues in equipment under maintenance that could cause call outs or safety hazards and fix the issues, create sales leads and/or communicate to THD Manager.
5. Responsible for actively identifying any technical competence gaps to maintain new equipment in service (both from competitor and from new equipment) and communicate it to Maintenance Supervisor / Technical Helpdesk Manager.
6. Responsible for giving feedback to any repair or adjustment needs that could reduce call outs and actively communicate with Technical Helpdesk Manager.
7. Contributes to the ongoing improvement of products, methods and safety by providing feedback to THD Manager.
8. Responsible for effectively planning his/her workload, in conjunction with THD Manager.
9. Responsible for solving complex remote monitoring / alarm system issues that THD has assigned to him/her.

Customer relationship management

1. Responsible for customer satisfaction through quality of service and through proactive and precise on-site communication.
2. Accountable for maintaining excellent relationships with the customers and users present on site by applying the service mindset.
3. Accountable for improving the competence of the Maintenance Technicians by explaining the root causes and the solutions of the technical issues solved.
4. Responsible for spreading the knowledge of Field Letters, Express Letters and new maintenance methodologies (ASG documents).
5. Responsible for giving training/coaching to Maintenance Technicians nominated by the THD / Maintenance Operations manager.

Requirements:

1. Diploma or bachelor’s degree in Electrical, Electronics or Telecommunications engineering.
2. Same position with min 5 years experiences.
3. Problem-solving, able to work under minimum supervision, creative thinking used to do multitasking job, able to work well under pressure.
4. Good technical understanding of product and service solutions that meet the customer expectations.
5. Understands and has knowledge of norms and requirements that are applicable for each project.
6. Takes safety aspects into account and selects environmentally sustainable solutions when possible.
7. Customer service mindset, good collaboration, can work well within a team.
8. IT literacy, willing to travel.

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 recognized. In 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.

Our head office is in Helsinki, Finland and we are a global leader in the elevator and escalator industry. Each day, we move over a billion people, with our portfolio of elevators, escalators and automatic building doors as well as a range of services for equipment modernization and maintenance.

We serve more than 450,000 customers around the world. Those customers are builders, building owners, facility managers, and developers. In addition, architects, authorities, and consultants are key parties in the decision-making process when choosing elevators, escalators, doors and services.

Through more effective people flow, we make it possible to live and work in taller, smarter buildings and together with our partners and customers we help cities to become better places to live in.

In 2018, KONE had annual net sales of EUR 9.1 billion, and at the end of the year over 57,000 employees. KONE class B shares are listed on the NASDAQ OMX Helsinki Ltd.