Job description

POSITION SUMMARY The Port Services Remote Support Engineer's primary role is to provide direct technical support to customers, Field Service personnel and the Parts department on an as-needed basis through verbal and electronic interaction. Responsible to help troubleshoot problems by recommending corrective actions, alternative implementation, and technical solutions, and assist with parts replacement, safety upgrades, and modernization opportunities by recommending solutions to internal departments. RESPONSIBILITIES: • Working with customer and internal departments to identify mechanical, electrical, and hydraulic 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 problems. • Function 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 direct to customers and field personnel on an as needed basis. • 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. • Serve as the customer's advocate to solve problems and navigate company resources. • Participate in problem escalation and call prevention projects to help customers and support increase their efficiency. • Provide customer quotations for service requests, Open service requests in the Konecranes ERP, prepare SR’s for invoicing. • Support the Service department by developing training programs including classes and workshops, coupled with recommending specific training for the Field Service personnel. • Foster continual improvements of the Service, installations, and parts departments by maintaining good records of customer and field interactions to make future requests easier to address. As part of this continuous improvement culture, recommend improvements to processes, products, people, and enhancements to manuals, maintenance procedures and drawings. • Perform other duties as assigned. REQUIRED SKILLS & COMPETENCIES: • Must be self-motivated, display leadership abilities, positive attitude, desire to help solve problems and have the ability to think clearly and logically through complex problems and situations and have knowledge of crane standards. • Must have the ability to effectively work through cross functional teams. • 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 judgment. EDUCATION & EXPERIENCE: • Bachelor’s in Electrical, Mechanical, Structural or Civil Engineering. • Must have a background in cranes and field service support. Knowledge of Konecranes Port equipment and components. • Must have a minimum of five years of related experience, and proficient in Siemens PLC, Konecranes Inverters, Excel, Word, and excellent interpersonal communication skills. OTHER REQUIREMENTS: • Domestic and International travel – 25% • Must have and maintain a safe driving record, including a valid driver’s license. Benefits: Medical Plan, Dental, Vision, 401k plan with a match from day one, identity theft protection, accident insurance, travel insurance and so much more! Vacation: 2 weeks of vacation per year (pro-rated for the first year depending on start date). 5-12 years of service, 3 weeks. 13+ years of service, 4 weeks. Sick Leave : 5 days of Sick Leave per year. Pro-rated the first year after 90 days of service Holidays: 10 paid holidays per year Konecranes moves what matters . Konecranes is a global leader in material handling solutions, serving a broad range of customers across multiple industries. We consistently set the industry benchmark, from everyday improvements to the breakthroughs at moments that matter most, because we know we can always find a safer, more productive and sustainable way. That's why, with 16 000+ professionals in over 50 countries, we are trusted every day to lift, handle and move what the world needs. Konecranes is committed to ensuring that all employees and job applicants are treated fairly in an environment which is free from any form of discrimination. We are an Equal Opportunity Employer - Minorities/Women/Protected Veterans/Disabled/Other Protected Category. Konecranes, 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.

Requirements

Must-haves

The Port Services Remote Support Engineer's primary role is to provide direct technical support to
customers, Field Service personnel and the Parts department on an as-needed basis through verbal and
electronic interaction. Responsible to help troubleshoot problems by recommending corrective actions,
alternative implementation, and technical solutions, and assist with parts replacement, safety upgrades,
and modernization opportunities by recommending solutions to internal departments.
Working with customer and internal departments to identify mechanical, electrical, and
hydraulic 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 problems.
Function 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 direct to customers and field personnel on an as
needed basis.
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.
Serve as the customer's advocate to solve problems and navigate company resources.
Participate in problem escalation and call prevention projects to help customers and support
increase their efficiency.
Provide customer quotations for service requests, Open service requests in the Konecranes ERP,
prepare SR’s for invoicing.
Support the Service department by developing training programs including classes and
workshops, coupled with recommending specific training for the Field Service personnel.

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: smartrecruiters
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401k