Thd Engineer

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 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 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

Experienced Technical Helpdesk Troubleshooter (Team leading responsibilities):
People leadership
- An experienced Technical Helpdesk Troubleshooter can act as line manager for group of THD/field troubleshooters
- People management e.g. setting targets, conducting PDP’s and IDP’s for team members together with Technical Helpdesk manager
- Drives competence development in the team, inform Technical helpdesk manager about any skill gaps in the team
- Facilitates information sharing and creates collaborative working environment

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
- 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._

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