Service Engineer - Marine

Job description

KONE, founded in 1910, is one of the largest, award-winning elevator companies in the world and our offering for employees is as competitive as our offering for customers. Not only do we provide highly competitive salaries, company vehicles for specific roles, and world-class benefits for our salaried employees - we also pride ourselves on our culture and principles. Innovation, sustainability, collaboration and ethical business practices are just some of the pillars that we use to define our own success. Come join our family in KONE Americas to be a part of something big!

The primary accountability for this role is to provide quality competence support to the maintenance organization by solving complex technical issues identified on equipment under contract and spreading technical knowledge through the organization. The Maintenance Troubleshooter is typically involved in call out resolution and in complex technical issues resolution when a Maintenance Technician does not succeed in solving technical problems.

They mainly interact with their Maintenance Supervisor and the Maintenance Technicians working in their area.  They also interact with customers, end-users, technical support, stock keepers and inspectors or consultants as assigned.

Service operations
• Accountable for the end-users and the site safety.
• Accountable for the safe working environment.
• Solves complex technical issues that can not be solved by the maintenance technician by applying the correct break down correct analysis procedures.
• Performs first visits of unknown equipment coming from competitors or KONE.
• Evaluate and assist the supervisor with the Installation Maintenance handover.
• Communicate new technical issues found on the equipment that could cause call outs or safety hazards (and to create the linked sales leads)
• Actively identify any technical competence gap caused by new equipment in service (both from competitor and from new equipment) and communicate it to supervisor / technical help desk).
• Provide feedback on any repair/adjust that could reduce call outs and actively communicate with Clinica Specialists, Clinica Analysts and Technical Help desk.
• Responsible for safe working practices and carrying out the operations according to maintenance instructions and safety instructions.
• Effectively plan workload, in conjunction with the service supervisor.
• Raise sales leads to his supervisor.
• Accountable for very precise and timely reporting of the work done according to the process.
• Responsible for submitting time sheets based on the execution.
• Managing proximity stock (shelving, inventory, stock transfer, etc), identifying the spare need, requesting the spare to supervisor.
• Keep the service tooling, van, 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 PCM organization and supervisor.

Customer relationship management
• Responsible for customer satisfaction through quality of service and through regular, proactive, and precise on-site communication (job performed, etc)
• Responsible for accurate and real time back reporting of work performed (at the equipment level) in order to ensure the accuracy of e-Optimum and Customer Notification.
• Maintaining excellent relationships with the customers, the contact person and end-users presents on site, by applying the Ambassador attitude.
• Equipment safety and performance.
• Managing the site environment during service operations.
• Identifying site risk, and communicate them to supervisor.
• Taking immediate action on site in case of high risk identification and to apply the escalation procedure.
• Identifying “unplanned” service repairs based on the equipment needs, contacting the on-site contact person, get approval if not covered by the contract, and perform them.

Leadership / People management
• Responsible for regular update of supervisor on all relevant information.
• Responsible for being familiar with all aspects of lift and associated technology and accountable for attending the proposed training.
• Improving the competence of the Maintenance Technicians by explaining the root causes and the solutions of the technical issues solved.
• Responsible to spread the knowledge of Field Letters, new maintenance methodologies (ASG) and Express information.
• Provide training/coaching to persons nominated by the supervisor(knowledge transfer).
• Actively communicate with Commissioners from installation teams

Requirements

* Experience with providing customer service.

* Prior experience of elevator industry is an asset.

* Ability to travel extensively.

* Ability to work on cruise ships.

* Education in the field of electronics, electro-mechanics or mechanics.

* Local language skills.

Job rotation is an excellent way to develop. KONE supports job rotation by having all open positions posted in the intranet and by having global guidelines for employees and managers to make job rotation smooth. Employees and managers are encouraged to discuss about job rotation opportunities both in the Performance Discussion (PD) and also in team meetings or other events where suitable.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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Chez KONE, nous nous attachons à créer une culture de travail innovante et collaborative, dans laquelle nous valorisons la contribution de chaque individu. L’engagement de chacun de nos salariés est au cœur de notre démarche collaborative et nous encourageons la participation de chacun ainsi que le partage d’informations et d’idées. Nous nous engageons au quotidien dans une démarche durable et responsable, s’appuyant sur des pratiques commerciales éthiques. Nous développons une culture basée sur la confiance, le respect et le travail en équipe ainsi que sur la reconnaissance de la performance individuelle. Rejoindre KONE, c’est rejoindre une entreprise ou il fait bon vivre, respectueuse de la qualité de vie de chacun de ses collaborateurs. Nous sommes fiers de proposer des parcours de carrières riches en expériences et opportunités qui vous aideront à atteindre vos objectifs professionnels et personnels.

Read more on www.kone.com/careers