Troubleshooter Assistant Engineer, Non KONE Equipment

KONE PTE LTD; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A global leader in elevator services seeks a Technical Help Desk Support role in Singapore. The candidate will provide remote support, log cases, and create quality reports. A diploma in Engineering is required, along with IT literacy and a customer service mindset. This position offers opportunities for career progression and a supportive work environment.

Benefits

Career progression opportunities

Comprehensive learning and development programs

Engaging workplace environment

Qualifications

• Diploma in Engineering or other relevant field.
• Willing to travel.
• Flexibility.

Responsibilities

• Provide remote technical support for maintenance technicians.
• Log all cases to THD tool.
• Create quality reports in THD tool after support.

Skills

IT literacy

Customer service mindset

Knowledge of KONE and/or non-KONE products

Education

Diploma in Engineering or relevant field

Job description

KONE moves two billion people every day. As a global leader in the elevator and escalator industry, we employ over 60,000 driven professionals in more than 60 countries worldwide joined together by a shared purpose, to shape the future of cities. In 2023, we had annual net sales of EUR 11.0 billion.

KONE has consistently been featured on Forbes list of World's Best Innovative Companies, World's Best Employers & World's Largest Public Companies. At KONE, we believe in teamwork and a work culture where everyone can be who they are. This is exactly what makes us strong and successful.

Job Responsibilities

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 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 escalate to global
• Create knowledge base articles
• Support sales in assessing the maintainability (spare part availability, documentation, competences, maintenance need) of equipment before tendering for maintenance contract

Training

• 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 concerns
• Stop installation or lift operations if safety violation or hazards are detected

Daily Operation

• Allocate daily work together with THD manager
• Monitors and leads the performance and KPI/SLA adherence of the team
• Review daily priorities in the team and take appropriate action to ensure results are achieved
• Continuous support of THD development together with THD manager

Requirements

• Specialist: Diploma in Engineering or other relevant field
• IT literacy
• Willing to travel
• Flexibility
• Knowledge of KONE and/or non-KONE products
• Customer service mindset

What's On Offer

• Career progression in opportunities within a global organization
• Total reward elements that engage and motivate our employees and help us make KONE a great place to work
• Comprehensive learning and development programs covering a wide range of professional skills
• You are surrounded by fun colleagues and a lively working environment. The best part is all leaders are great and open-minded

To Be Considered, click the Apply button and complete the online application process. A member of our Talent and Culture team will review your application and will be in contact with additional information accordingly.

KONE is proudly ranked as World's Best Employers in Forbes magazine and Statista's 2023 annual ranking!

KONE Singapore ranked 20th in The Straits Times Best Employer 2023 and KONE has been ranked among Singapore’s Best Employers for the second year running in 2024!