Technical Help Desk Troubleshooter - Role Description

1. Purpose
A Technical Help Desk (THD) Troubleshooter is the first point of contact in technical queries and
provides remote technical support during the maintenance phase of KONE and/or non-KONE products.
They support maintenance technicians in resolving technical issues, working to ensure products are
maintained in compliance with KONE’s safety, process and quality requirements.
THD troubleshooter/THD troubleshooter senior/THD troubleshooter experienced are experts in
KONE and non-KONE products and solutions and report to the Technical Helpdesk manager (or in big
frontlines also for “THD troubleshooter – experienced” if team leading responsibilities are allocated).

2. Competence profile

2.1 Behavioral competences

Analysis and problem-solving (KONE general competences): Distinguishes between important
information and irrelevant or minor details. Analysis information in a logical and systematic way.
Identifies the cause or causes of a problem. Proposes practical solutions to address identified problems.
Explores a range of possible solutions.
Detail focus (KONE general competences): Checks the details of own work carefully. Analysis
information in a thorough and detailed way. Spots critical errors that others have overlooked. Identifies
important details and ensures that they are correct. Maintains a focus on detail when dealing with routine
work.
Quality focus (KONE general competences): Sets high quality standards for their personal output.
Encourages others to meet high quality standards of work. Checks own output or that of others to ensure
quality standards are met. Consistently delivers work of high quality. Maintains a focus on quality even
when under pressure.
Results focus (KONE general competences): Focuses on the end result and avoids distractions.
Demonstrates a determined and committed approach to achieving results. Follows tasks and projects
through to completion. Consistently delivers results. Sets challenging goals and aims to exceed
expectations.
Proactive communication (KONE general competences): Openly communicates appropriate and
useful information to others. Keeps others updated about developments or changes to situations.
Communicates key information relevant to other people. Promotes two way communication with an
exchange of information, opinion and feelings. Actively listens to the input of others and summarizes
information to ensure they have understood.
Collaborating (KONE general competences): Shares information widely. Treats others with dignity
and respect. Respects different needs and viewpoints. Creates trust and a sense of team spirit.
Maintains confidentiality and holds to agreements. Admits own mistakes. Obtains co-operation by active
listening and sensitivity towards situations and people. Establishes strong working relationships and
effective internal and external networks. Achieves consensus, closes deals or discussions with clear
understanding of agreement.
Customer focus (KONE general competences): Is curious about customer’s business and willing to
understand their challenges. Take’s customer’s perspective and is prepared to engage to their business.
Takes customer complaints seriously and looks for ways to improve customer service. Ensures prompt
and efficient service. Strives to exceed customer’s expectations.
Information seeking (KONE general competences): Identifies gaps in existing information and seeks
out further detail. Actively seeks out all relevant information. Utilizes all available resources to obtain
information. Asks the right questions to obtain the information desired as quickly as possible.
Developing talent (KONE Leadership competences): Develops and retains talent to ensure the long
term success of KONE. Provides timely and constructive feedback to immediate colleagues and team
members, empowers and gets the best out of others.

2.2 Professional requirements

• Holistic knowledge of products and corrective action process,
• Good technical understanding of product and service solutions that meet the customer expectations.
© 2019 KONE Corporation
All rights reserved. 1 (2) 2019-02-21
Technical Help Desk Troubleshooter - Role Description
• Understands and has knowledge of norms and requirements that are applicable for each project.
• Takes safety aspects into account and selects environmentally sustainable solutions when possible.

2.3 Entry-level requirements

• Specialist: Bachelor’s degree in Engineering or other relevant field
• IT literacy
• Willing to travel
• Flexibility
• Knowledge of KONE and/or non-KONE products
• Customer service mindset

© 2019 KONE Corporation

All rights reserved. 2 (2) 2019-02-21