Technical Helpdesk Troubleshooter

THD Troubleshooter's role is to perform all the actions included in a Clinica visit and Online and On-site Troubleshooting, according to the service contract requirements, the Company Policies and the KONE processes. The THD Troubleshooter is mainly interacting with the internal customers, the Supervisor, the Area Service Manager, the Head of Service Ops and the THD Team Lead.

Internal Customer relationship management

• Responsible to understand the customer impact and customer usage of the priority equipment to judge correctly what to prioritize in attending Troubleshooting Supports for SerOps.
• Accountable for the end-users and the site safety. Ensuring all Company Policies on Safety and Health is complied with as well as all technical compliance to the Elevator Code. If in doubt, you will ask the THD Team Lead for any clarity.
• Accountable for the safe working environment and will not allow work to continue if work environment is unsafe and/or if there are unsafe conditions on site.
• Responsible for safe working practices and carrying out the operations according to maintenance instructions and safety instructions. Always refer to applicable KONE Documents and Manuals.
• Accountable for the execution of the Clinica visit that could have a direct impact on the Call Out Rate.
• Accountable to fill the Clinica assessment report and provide accurate feedback of the root causes of the call outs.
• Accountable for advising sales leads needed to reduce the call out rate of the equipment. Deciding on which part is faulty and defective that is once replaced, will solve the call out issues.
• Responsible for submitting time sheets based on the execution. Timely submission is expected.
• Responsible for complying to leave of absence application process. This means Vacation Leaves and all other leave are applied in accordance with KONE Policies.
• Responsible for keeping the service tooling, instruments, etc. safe, maintained and in good condition
• Contributes to the ongoing improvement of the products, the methods and the safety by feedback to the SerOps Organization – Supervisors, Area Managers, Head of Service Ops and to the Quality Manager.
• Accountable for ensuring all support done for SerOps are recorded in the THD Cases Log.
• Ensuring close monitoring and closure of each THD Cases logged.
• Ensuring a consistent open-mind and giving the full support needed by SerOps.
• Always maintain high quality of moral and fair communication.
• Ensures the full attendance and willingness to attend trainings to upskill the current skillset.
• Whenever necessary, when duty calls, will be assigned to coach and train others so that the overall technical skillset of Service Technicians and co-THD Troubleshooters will be enhanced and improved.
• Ensuring compliance to Field Letters, Containment Letter and all other Letters pertaining to equipment safety are all complete in every site that you will be visiting.
• Be ready to accept tasks that are given by the KONE Management from time to time to support the good interest of the Company.

Leadership / People management

• Responsible for regular update to the THD Team Lead on all relevant information.
• Responsible to communicate to equipment responsible of all relevant information.

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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