Technical Help Desk Troubleshooter

KONE; Riyadh; On-site; SAR 299,000 - 375,000; Full time

Job summary

A leading elevator service company is seeking a Technical Help Desk Troubleshooter for remote technical support and helping maintain compliance with safety standards. The candidate should have a background in engineering and 5-7 years of technical experience in the elevator industry. Responsibilities include training technicians and providing spare part identification support. Strong communication skills and proficiency in MS Office are essential. This position is based in Riyadh, Saudi Arabia.

Qualifications

• 5-7 years of technical experience in the elevator industry.
• Ability to create quality reports and knowledge base articles.
• Experience in training local technicians during site visits.

Responsibilities

• Provide remote technical support for maintenance technicians.
• Train local technicians and deliver scheduled training sessions.
• Create quality reports after remote support and/or site visits.

Skills

Verbal and written communication skills

Technical troubleshooting

Problem-solving

MS Office applications

Education

Diploma or Bachelor degree in Engineering

Job description

Overview

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

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 escalation 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.
• 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.