وصف الوظيفة
Role Overview
Technical Helpdesk Agent at KONE, providing remote and on-site technical support services for maintenance technicians and connected lift systems.
Company Overview
KONE is focused on creating an innovative and collaborative working culture that values individual contribution. Employee engagement is a key focus area, and the company encourages participation and the sharing of information and ideas. Sustainability is an integral part of KONE's culture and daily practice. KONE follows ethical business practices and seeks to develop a culture of trust and respect among co-workers, with recognition of good performance. The company is committed to being a great place to work, offering a range of experiences and opportunities to help employees achieve their career and personal goals and enable them to live a healthy and balanced life.
Role Purpose
Deliver 24/7 remote technical support and on-site assistance to maintenance technicians, ensuring root cause identification and corrective solutions for lift systems and connected services while maintaining safety, quality, and knowledge standards across the organization.
Key Responsibilities
Front Line Support
- Provide remote technical support for maintenance technicians in identifying root cause and corrective solution.
- Provide spare part identification support.
- Support in proximity stock definition for new Lift Information Systems (LIS).
- Provide 24/7 Connected Services analytics and support by evaluating non-standard and non-urgent service needs.
- Work together with 24/7 Operations Center support technicians in configuring and repairing KRM devices and connections.
- Log all cases to THD tool.
- Assign or direct cases to relevant experts in the organization or escalate to global as needed.
Knowledge Management
- Create knowledge base articles.
- Create quality reports in THD tool after remote support and/or site visits and list issues which require corrective actions.
Sales Support
- 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 contracts.
Training
- Train local technicians during site visits and/or deliver scheduled training sessions.
- Cooperate with and provide expertise to local training centers in training courses.
Quality & Continuous Improvement
- Identify proactively root causes for issues and forward corrective actions according to KONE process requirements (such as trainings, guidelines, field letters).
- Conduct COR review and identify units for Clinica visits.
Safety
- Be aware and operate within KONE safety requirements.
- Ensure each site follows 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.
Additional Information
- Full details are available on the employer's original posting.