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- 1
- Posted
- vor 1 Stunde
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- Work from home
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Job description
Role Overview
As a Technical Helpdesk Agent, you will provide comprehensive remote and on-site support to maintenance technicians, focusing on problem diagnosis, corrective actions, and parts identification. Your role supports Front Lines in ensuring equipment reliability and operational safety through timely technical assistance and expert advice.
Key Responsibilities
- Deliver remote technical guidance to maintenance teams for troubleshooting and resolving issues.
- Assist with spare part identification and support the definition of proximity stock for new LIS implementations.
- Offer 24/7 Connected Services analytics, addressing non-urgent service requirements.
- Collaborate with 24/7 Operations Center in configuring and repairing KRM devices and system connections.
- Document all cases meticulously in the Technical Helpdesk (THD) tool, escalating to relevant experts or global teams as necessary.
- Compose and maintain knowledge base articles to aid continuous learning and problem resolution.
- Recommend packaged service repair solutions to enhance equipment reliability, safety, and comfort.
- Support sales teams by evaluating equipment maintainability parameters including spare availability and documentation before tendering.
- Conduct technical training during site visits or scheduled sessions, and assist local training centers with expertise.
- Generate quality reports post remote support or site visits, identifying corrective actions based on root cause analysis.
- Identify candidates for clinical visits and contribute to continuous quality improvement.
- Adhere strictly to KONE’s safety requirements and global safety guidelines, enforce compliance at sites, report concerns, and halt operations if hazards are identified.
Company Culture and Values
KONE fosters an innovative and collaborative environment that values individual contributions and promotes active employee engagement and information sharing. Sustainability and ethical business conduct underpin our daily operations. We emphasize trust, respect, and recognition of excellent performance to provide a supportive workplace that aids your professional growth and personal well-being.