Troubleshooter

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

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