Technical Support Engineer
Location: New Berlin
Posted on: January 16, 2022
Konecranes IncEqual Opportunity Employer
Minorities/Women/Protected Veterans/Disabled/Other Protected
CategoryCountry: United StatesLocation: New Berlin, WI,
USEmployment type: termCountry: United States (US) Location: New
Berlin, Wisconsin (US-WI) Location details: At Konecranes, we
believe that great customer experience is built on the people
behind the Konecranes name - people committed to providing our
customers with lifting equipment and services that lift their
businesses. Everything we do, we do with passion and drive. We
believe diversity drives business success and is the foundation for
our growth. We welcome different backgrounds and skills that enrich
our community and we promote a place where we can ALL be ourselves.
This is what makes Konecranes a unique place to work.Job
DescriptionThe candidate's primary role will be to provide direct
technical support to Konecranes Field Service personnel, Customers,
and the Parts department as needed through verbal and electronic
interaction. The candidate will help troubleshoot problems by
recommending corrective actions, alternative implementation,
technical solutions and assist with parts replacement, safety
upgrades, and modernization opportunities by recommending solutions
to internal departments.An important part of this position is
fostering continual improvements of the Service, installations, and
parts departments by maintaining good records of customer and field
interactions to ensure future requests are easier to address. As
part of this continuous improvement culture, the candidate will be
expected to recommend improvements to processes, products, people,
and enhancements to manuals, maintenance procedures and drawings.
The candidate will also support the Service department by
developing training programs including classes and workshops,
coupled with recommending specific training for the Field Service
personnel.The Position will report directly to the GTS Customer
Service Manager. Duties:General tasks the candidate will be
involved in include:
- Working with customer and internal departments to identify
mechanical and electrical problems and developing corrective
actions to be implemented.
- Logging and keeping records of customer/employee queries,
including tracking of open requests to be resolved.
- Analyzing call logs to spot common trends and underlying
- Serve as a resource to Field Service Engineers in their
respective job functions.
- Address questions from the Parts department to ensure the
correct parts/components are quoted to the customer.
- Provide phone support and technical assistance directly to
field personnel and customers as needed
- Answer and resolve a large portion of service requests via
email and phone call.
- Proactively seek to exceed customer expectations leading to
high customer satisfaction ratings.
- Participate in problem escalation and call prevention projects
to help customers and support increase their efficiency.
- Produce report on weekly activities and log all phone all
activity Qualifications:Must be self-motivated, display leadership
abilities, positive attitude, desire to help solve problems, can
think clearly and logically through complex problems and situation,
and have knowledge of ASME and CMAA standards. The individual must
have a background in cranes and field service support. Knowledge of
P&H and Konecranes components and equipment would be a plus.
Must have the ability to effectively work through cross functional
teams. Must have a minimum of five years of related crane
experience and excellent interpersonal communication skills.
Bachelor in Electrical Engineering is preferred.In addition, the
person should pose the following skill sets:- Ability to make
decisions or solve problems using logic to identify key facts,
explore alternatives and propose quality solutions- Ability to work
well in a team environment- Excellent verbal and written
communication skills- Excellent troubleshooting skills- Excellent
organization skills; capable of effectively balancing multiple
responsibilities, managing multiple priorities in a fast-paced
environment with minimal supervision- Excellent support skills and
experience conducting technical training- Ability to prioritize and
manage multiple tasks, act independently and exercise good
judgmentTravelMinimal travel since the person is necessary for
support in-house.*KC #monus #cbus #nxtKonecranes, Inc. and its
affiliates will not accept resumes from external recruiters or
agencies without a Service Agreement and Agency Portal submission.
Any resumes sent without a Service Agreement and Agency Portal
submission with Konecranes, Inc. are void of any fees and free for
internal use. Applicable Konecranes data protection obligations are
the responsibility of the agency.Konecranes is a world-leading
group of Lifting Businesses---, serving a broad range of customers.
We are truly a global company with 16,900 employees at 600
locations in 50 countries. For over 80 years, we have been
dedicated to improving the efficiency and performance of businesses
in all types of industries. We believe that sustainable growth is a
result of a strong responsible performance. .
Keywords: Konecranes, Milwaukee , Technical Support Engineer, Engineering , New Berlin, Wisconsin
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