What will you be doing?
Manage Technical troubleshoot team to provide first class technical support
Set clear objectives and KPIs, evaluate progress and instill a high-performance culture with focus on team work, service excellence and ownership for resolving technical issues
Set-up, manage and improve standards and procedures within the Technical troubleshoot team
Manage the Technical troubleshoot team and individual performance, technical knowledge and skills development
Responsible for optimal resourcing of Technical troubleshoot team
Review daily priorities in Technical troubleshoot team and take appropriate action to ensure results are achieved
Ensure that Technical troubleshoot processes are followed
Technical troubleshoot provides systematic call-out analysis to drive Call Out Reduction
Escalation process: Technical troubleshoot is the first point of contact for technical queries from the field
All cases recorded in to the Technical troubleshoot tool
24/7 connected services analytics and analysis of service needs
Remote monitoring cases support and coordination of escalated cases received from 24/7 operations center
Ensure quick response and prompt corrective actions to technical inquires and training requests
Provide input into the company service strategy
Ensure that Technical troubleshoot results are analyzed and followed in frontline leadership teams
Responsible for technical competence development of Technical troubleshoot and Maintenance Technicians
Remain aware of new product developments and ensure training of Technical troubleshoot team members in new technologies in order to provide first class technical support
Coordinate needed competence development in field organization related to new technologies
Provide input to HR about competences development needs in the field team
Are you the one?
Bachelor degree in Engineering or other relevant field
Good at people mamagement
Holistic knowledge of products and corrective action process,
Good technical understanding of product and service solutions that meet the customer expectations.
Understands and has knowledge of norms and requirements that are applicable for each project.
Takes safety aspects into account and selects environmentally sustainable solutions when possible.
Prior business experience and/or strong business orientated mindset, and capability of understanding the commercial impact of the engineering and sales processes and supply operations
Fluent in English, other languages are an asset
IT literacy
Willing to travel
Flexibility
Knowledge of KONE and/or non-KONE products
Service mindset
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 www.kone.com/careers
Kone Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Kone and has not been reviewed or approved by Kone.
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Fair & Transparent Compensation — Pay is considered competitive across many roles and markets, with field positions sometimes benefiting from overtime and strong union scales. Feedback suggests base compensation is often a relative positive even when other factors vary.
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Retirement Support — Retirement programs, including 401(k) and in some regions pension or annuity structures, are consistently highlighted as strong. Feedback suggests these elements meaningfully enhance the overall package.
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Healthcare Strength — Core health coverage is viewed as comprehensive, commonly including medical, dental, and vision options. Feedback suggests a global well‑being framework and EAP resources further reinforce health-related support.
Kone Insights
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What We Do
At KONE, our mission is to improve the flow of urban life. This means understanding urbanization and, together with our partners and customers, helping cities to become better and more sustainable places to live. As a global leader in the elevator and escalator industry, KONE provides elevators, escalators and automatic building doors, as well as solutions for maintenance and modernization to add value to buildings throughout their life cycle. Through more effective People Flow®, we make people's journeys safe, convenient and reliable, in taller, smarter buildings. Headquartered in Helsinki, Finland, we operate in more than 60 countries around the world, employ over 60,000 people and serve 550,000 customers. In 2022, KONE had annual sales of EUR 10.9 billion. KONE class B shares are listed on the Nasdaq Helsinki Ltd. in Finland.
