Country: United States (US)
Location: Savannah , Georgia (US-GA)
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 Description

The candidate's primary role will be to provide direct technical support to customers, Field Service personnel and the Parts department on an as needed basis through verbal and electronic interaction. The candidate will help to 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 make future requests 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.

PRINCIPLE RESPONSIBILITES:

General tasks the candidate will be involved in include:

1. Working with customer and internal departments to identify mechanical, electrical and hydraulic problems and developing corrective actions to be implemented.
2. Logging and keeping records of customer/employee queries, including tracking of open requests to be resolved.
3. Analyzing call logs to spot common trends and underlying problems.
4. Function as a resource to Field Service Engineers in their respective job functions.
5. Address questions from the Parts department to insure the correct parts/components are quoted to the customer.
6. Provide phone support and technical assistance direct to customers and field personnel on an as needed basis.
7. Answer and resolve a large portion of service requests via email and phone call.
8. Proactively seek to exceed customer expectations leading to high customer satisfaction ratings.
9. Serve as the customer's advocate to solve problems and navigate company resources.
10. Participate in problem escalation and call prevention projects to help customers and support increase their efficiency.
11. Provide customer quotations for service requests, Open service requests in the Konecranes ERP, prepare SR’s for invoicing

QUALIFICATIONS

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 situation, and have knowledge of crane standards. The individual must have a background in cranes and field service support. Knowledge of Konecranes Port equipment and components. It is preferred the position has a Bachelor in Electrical, Mechanical, Structural or Civil Engineering. Must have the ability to effectively work through cross functional teams. Must have a minimum of five years of related experience, and proficient in Siemens PLC, Konecranes Inverters, Excel, Word, and excellent interpersonal communication skills.

In addition, the person should pose the following skill sets:

1. Ability to make decisions or solve problems using logic to identify key facts, explore alternatives and propose quality solutions
2. Ability to work well in a team environment
3. Excellent verbal and written communication skills
4. Excellent troubleshooting skills
5. Excellent organization skills; capable of effectively balancing multiple responsibilities, managing multiple priorities in a fast-paced environment with minimal supervision
6. Excellent support skills and experience conducting technical training
7. Ability to prioritize and manage multiple tasks, act independently and exercise good judgment

*KCN

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. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Other Protected Category.