Troubleshooter

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

Job summary

KONE is seeking a Technical Help Desk and Site Support Services professional to provide remote assistance for maintenance technicians. This role involves training local staff, ensuring safety compliance, and developing support documentation. A commitment to quality and collaboration within a diverse team environment are key responsibilities, alongside creating knowledge base articles to enhance operational efficiency.

Qualifications

• Experience in technical support or related field.
• Ability to train local technicians effectively.
• Knowledge of KONE processes and safety procedures.

Responsibilities

• Provide remote technical support for maintenance technicians.
• Train local technicians during site visits.
• Create quality reports after support or site visits.

Skills

Technical Support

Problem Solving

Documentation

Job description

Technical Help Desk and Site Support Services for Front Lines

1. Provide remote technical support for maintenance technicians, including identifying root causes and corrective solutions.
2. Assist in spare part identification and support in defining proximity stock for new LIS.
3. Offer 24/7 Connected Services analytics and support by evaluating non-standard and non-urgent service needs.
4. Collaborate with 24/7 Operations Center support technicians to configure and repair KRM devices and connections.
5. Log all cases into the THD tool and assign or escalate cases to relevant experts as needed.
6. Create knowledge base articles and propose sales solutions (e.g., Packaged Service Repairs) to enhance equipment reliability, comfort, and safety.
7. Support sales teams in assessing equipment maintainability before tendering for maintenance contracts.

Training:

1. Train local technicians during site visits and scheduled training sessions.
2. Collaborate with local training centers to provide expertise for training courses.

Quality:

1. Create quality reports after remote support or site visits, identifying issues requiring corrective actions.
2. Proactively identify root causes of issues and forward corrective actions following KONE processes.
3. Review units for Clinica visits; these visits are performed by Field Troubleshootors.

Safety:

1. Operate within KONE safety requirements and ensure compliance at each site.
2. Follow safety procedures and rules of customers, partners, and KONE.
3. Report safety concerns and stop operations if safety violations or hazards are detected.

Our Culture:

At KONE, we foster an innovative and collaborative working environment that values each individual's contribution. Employee engagement, sustainability, ethical practices, and mutual respect are core to our culture. We offer diverse opportunities to help you achieve your career and personal goals while maintaining a healthy work-life balance.

Read more at www.kone.com/careers