Job description

KONE India is part of KONE, one of the global leaders in the elevator and escalator industry. KONE has been ranked as one of the most innovative companies in the world. Every day, millions of people globally are using our elevators and escalators in an increasingly urbanizing environment. We want to offer the best People Flow™ experience to those using our equipment in residential and office buildings, hotels, public transportation sites, hospitals, shopping malls and many special buildings

What are we looking for?

Field Troubleshooters provide support to the maintenance organization in solving complex technical issues and spreading technical knowledge through the organization.

What will you be doing?

Service operations

Responsible for safe working practices and carrying out the operations according to maintenance.

and safety instructions to ensure safety of end-users and other employees
Responsible for solving complex technical issues that THD has assigned to him/her
Responsible for performing first visits of new equipment coming from competitors or KONE when requested by sales/supervisor
Responsible for identifying any technical issues in equipment under maintenance that could cause call outs or safety hazards and fix the issues, create sales leads and/or communicate to THD Manager
Responsible for actively identifying any technical competence gaps to maintain new equipment in service (both from competitor and from new equipment) and communicate it to Maintenance Supervisor / Technical Helpdesk Manager
Responsible for giving feedback to any repair or adjustment needs that could reduce call outs and actively communicate with Technical Helpdesk Manager.
Contributes to the ongoing improvement of products, methods and safety by providing feedback to THD Manager
Responsible for effectively planning his/her workload, in conjunction with THD Manager
Responsible for solving complex remote monitoring / alarm system issues that THD has assigned to him/her

Customer relationship management

Responsible for customer satisfaction through quality of service and through proactive and precise on-site communication
Accountable for maintaining excellent relationships with the customers and users present on site by applying the service mindset

Leadership / People management

Accountable for improving the competence of the Maintenance Technicians by explaining the root causes and the solutions of the technical issues solved
Responsible for spreading the knowledge of Field Letters, Express Letters and new maintenance methodologies (ASG documents)
Responsible for giving training/coaching to Maintenance Technicians nominated by the THD / Maintenance Operations manager

What do we offer?

Career progression opportunities within a global organisation
Total reward elements that engage and motivate our employees and help us make KONE a great place to work
Comprehensive learning and development programs covering a wide range of professional skills

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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