Assistant Manager- Technical Service (TSE), Gurgaon @Kone Elevators

Position: - Assistant Manager- Technical Support (TSE)

Location: - Gurgaon

Qualification:

• Min. BE/B.Tech. in Electronics, Electrical OR Mechanical/ Diploma

Job Responsibility:-

Field Troubleshooters provide support to the maintenance organization in solving complex technical issues and spreading technical knowledge through the organization. Field Troubleshooter is typically involved in resolution of callouts or other complex technical issues if the Technical Helpdesk Troubleshooter (first point of contact in technical queries) is not able to support the Maintenance Technician remotely and an onsite visit is needed. In some cases, Field Troubleshooters can also provide remote support when Technical Helpdesk Troubleshooters need to consult them in their specific areas of expertise.

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