Job Title : Engineer Technical Service
Location : Chennai
Country : India
Employment Type : Full-time
Contract Type : Permanent
Unit Description :
- We are a 100% subsidiary of KONE Corporation, Finland.
- We have been into this industry since 1984.
- We have our head quarters in Chennai.
- We are No.1 position in Elevator Manufacturing.
- We have 44 branches in India.
- We have approx. 2700 employees working in Kone India
Purpose :
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.
Responsibilities and Key Activities :
Service operations :
- Accountable for the end-users and the site safety.
- Accountable for the safe working environment.
- Accountable for solving the complex technical issues that can not be solved by the maintenance technician by applying the correct break down correct analysis procedures.
- Accountable for performing first visits of unknown equipment coming from competitors or KONE.
- Responsible to evaluate and assist the supervisor with the Installation Maintenance handover.
- Accountable to communicate new technical issues found on the equipments that could cause call outs or safety hazards (and to create the linked sales leads)
- Responsible to 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 helpdesk).
- Accountable to feedback any repair/adjust that could reduce call outs and actively communicate with Clinica Specialists, Clinica Analysts and Technical Helpdesk.
- Responsible for safe working practices and carrying out the operations according to maintenance instructions and safety instructions.
- Responsible for effectively planning his workload, in conjunction with the service supervisor.
- Accountable for raising sales lead 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.
- Responsible for managing his proximity stock (shelving, inventory, stock transfer, etc), identifying the spare need, requesting the spare to his supervisor.
- Responsible for keeping 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 his 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.
- Accountable for maintaining excellent relationships with the customers, the contact person and end-users presents on site, by applying the Ambassador attitude.
- Accountable for equipment safety and performance.
- Accountable for managing the site environment during service operations.
- Accountable for identifying site risk, and communicate them to his supervisor.
- Accountable to take immediate action on site in case of high risk identification and to apply the escalation procedure.
- Accountable for identifying “unplanned” service repairs based on the equipment needs, contacting the on-site contact person, get his approval if not covered by the contract, and perform them.
Leadership / People management :
• Responsible for regular update of his supervisor on all relevant information.
• Responsible for being familiar with all aspects of lift and associated technology and accountable for attending the proposed training.
• Accountable for 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.
• Accountable to give training/coaching to persons nominated by the supervisor(knowledge transfer).
• Actively communicate with Commissioners from installation team
Skills, Education and Experience :
- Education in the field of electronics, electro-mechanics or mechanics.
- Local language skills
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