Technical Helpdesk Agent

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

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 in to 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 concernsStop installation or lift operations if safety violation or hazards are detected

Chez KONE, nous nous attachons à créer une culture de travail innovante et collaborative, dans laquelle nous valorisons la contribution de chaque individu. L’engagement de chacun de nos salariés est au cœur de notre démarche collaborative et nous encourageons la participation de chacun ainsi que le partage d’informations et d’idées. Nous nous engageons au quotidien dans une démarche durable et responsable, s’appuyant sur des pratiques commerciales éthiques. Nous développons une culture basée sur la confiance, le respect et le travail en équipe ainsi que sur la reconnaissance de la performance individuelle. Rejoindre KONE, c’est rejoindre une entreprise ou il fait bon vivre, respectueuse de la qualité de vie de chacun de ses collaborateurs. Nous sommes fiers de proposer des parcours de carrières riches en expériences et opportunité qui vous aideront à atteindre vos objectifs professionnels et personnels. En savoir plus sur https://kone.com/global/en/careers.html

Chez KONE, notre mission est de façonner l’avenir des villes. En tant que leader mondial dans le secteur des ascenseurs et escaliers mécaniques, nous transportons deux milliards de personnes chaque jour, en rendant leurs trajets sûrs, pratiques et fiables grâce à un People Flow intelligent et durable. En 2025, KONE a réalisé un chiffre d’affaires de 11,2 milliards d’euros et comptait plus de 60 000 employés dans près de 70 pays en fin d’année. Les actions de classe B de KONE sont cotées au Nasdaq Helsinki en Finlande.