24/7 Technical Helpdesk & Field Support Specialist

Kone México; Riyadh; On-site; SAR 180,000 - 300,000; Full time

Job summary

KONE is seeking a Technical Help Desk and Site Support professional to provide remote and on-site assistance for maintenance technicians in identifying root causes and implementing corrective solutions.

You will support spare part identification, 24/7 analytics, and coordination with the Operations Center to configure and repair KRM devices, while creating knowledge base articles and contributing to knowledge sharing across teams.

Responsibilities

• Provide remote technical support for maintenance technicians in identifying the root cause and corrective solution
• Assist in spare part identification and proximity stock for new LIS
• Support 24/7 Connected Services analytics and evaluation of non-standard and non-urgent service needs
• Coordinate with 24/7 Operations Center to configure and repair KRM devices and connections
• Log all cases to THD tool and escalate to a relevant expert when needed
• Create knowledge base articles
• Propose packaged service repairs to improve equipment reliability, comfort and safety
• Support sales in assessing maintainability before tendering for maintenance contracts
• Train local technicians during site visits or scheduled training sessions
• Collaborate with local training centers in training courses
• Create quality reports after remote support or site visits and list issues requiring corrective actions
• Identify root causes and forward corrective actions according to KONE processes
• COR review / identify units for Clinica visits
• Follow safety procedures and stop installations if hazards are detected

Skills

Technical support

Root cause analysis

Training delivery

Quality reporting

Safety awareness

Tools

THD tool

KONE processes

Job description

KONE is seeking a Technical Help Desk and Site Support professional to provide remote and on-site assistance for maintenance technicians in identifying root causes and implementing corrective solutions.

You will support spare part identification, 24/7 analytics, and coordination with the Operations Center to configure and repair KRM devices, while creating knowledge base articles and contributing to knowledge sharing across teams.