KONE

Technical Field Support is the first point of contact in technical queries and provides remote technical support during the maintenance phase of KONE and/or non-KONE products. They support maintenance technicians in resolving technical issues, working to ensure products are maintained in compliance with KONE’s safety, process and quality requirements. 

Responsibilities

• 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 escalate 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 visit
• 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

Requirements:

• Degree in mechanical or electrical engineer
• 1-2 year experience in engineering but new grads are welcome.
• Holistic knowledge of products and corrective action process.
• Good technical understanding of product and service solutions that meet the customer expectations.
• Takes safety aspects into account and selects environmentally sustainable solutions when possible.
• Willing to travel
• IT literacy, Thai and English communications are required.

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