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.
Qualifications
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.
Additional Information
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
