Technical Help Desk Troubleshooter

KONE; Riyadh; On-site; SAR 120,000 - 150,000; Full time

Job summary

A leading global elevator company is seeking a Technical Help Desk Troubleshooter in Riyadh. The role involves providing remote technical support, training local technicians, and ensuring compliance with safety and quality standards. Candidates should possess a diploma or bachelor's degree in engineering, with 5-7 years of technical experience in the elevator industry and excellent communication skills. This position offers a chance to be part of an innovative and collaborative work culture focused on employee engagement and sustainability.

Qualifications

• 5-7 years technical experience in elevator industry.
• Excellent verbal and written English communication skills.
• Strong user of MS Office applications.

Responsibilities

• Provide remote technical support for maintenance technicians.
• Train local technicians during site visits.
• Create quality reports in THD tool.

Skills

Technical troubleshooting

Remote technical support

Communication skills

MS Office applications

Education

Diploma or Bachelor degree in Engineering

Job description

Certified as a Top Employer; KONE is dedicated to a better world of work and exhibits this through excellent people practices. We are committed to fostering a great work culture and inspiring the highest standards of quality and efficiency by putting our people first and creating a workplace that nurtures collaboration, diversity, growth and wellbeing.

It’s time to make a move. Join our flow.

We are looking for a Technical Help Desk Troubleshooter who will be the first point of contact in technical queries and provides 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.

What will you do?

Technical help desk and site support services for Front Lines:

• 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 elevate 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.

Training:

• 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.

Quality:

• 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.

Safety:

• 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.

Are you the one?

• 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.

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.

Read more on www.kone.com/careers