Technical Helpdesk Troubleshooter

Founded in 1910, KONE is a global leader that provides elevators, escalators and automatic building doors, as well as solutions for maintenance and modernization that add value to buildings throughout their life cycle. Our mission is to improve the flow of urban life and make our world's cities better places to live by providing innovative solutions that help make people's journeys safe, convenient and reliable. Our operations in over 60 countries around the world has helped us achieve our position as an innovation and sustainability leader with repeated recognitions by Forbes, Corporate Knights for clean capitalism and others.   

Are you ready to make your next career move to join our team as our Technical Helpdesk Troubleshooter for KONE Mexico based in Puebla?  

• Do you hold a bachelor's degree in Engineering or a related field?
• Are you confident using IT tools to support your daily work and communication?
• Are you flexible, adaptable, and willing to travel as needed?
• Do you have a strong customer service mindset and enjoy collaborating to deliver the best solutions?

As our Technical Helpdesk Troubleshooter, you will play a key role in providing expert technical assistance to our Front Lines teams, ensuring that maintenance operations run smoothly and efficiently across KONE Mexico.

You'll act as the first line of remote support, helping technicians diagnose issues, identify root causes, and define effective corrective solutions.

In this role, you will support spare part identification and contribute to defining proximity stock requirements for new Lift Information Systems (LIS). You'll also collaborate with the 24/7 Connected Services and Operations Center teams, providing analytics and assistance in configuring and repairing KRM devices and connections to ensure system reliability and performance.

You will log all support cases in the Technical Help Desk (THD) tool, directing or escalating them to the appropriate experts when necessary, and creating knowledge base articles to strengthen the organization's shared technical expertise.

Training will also be an essential part of your role. You'll provide coaching and technical guidance to local technicians during site visits, as well as deliver scheduled training sessions in collaboration with local training centers to reinforce field competence and best practices.

Quality and safety will remain at the heart of your work. You'll create quality reports following remote or on-site support, identify recurring issues and their root causes, and recommend corrective actions through established KONE processes—such as updates to training materials, guidelines, or field letters.

Committed to upholding KONE's safety culture, you will ensure that all activities follow global and local safety standards. You'll promptly report any safety concerns and, when necessary, stop installation or lift operations to prevent risks or violations.

We have the courage to hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because we believe diversity drives innovation:  

• We value your authentic self  

• Diversity, equity and inclusion is embedded in our strategy and values  

• Collaborative, creative and supportive work environment  

• Passionate about safety, quality and innovation  

• We care about the communities where we live and work  

Just some of our many benefits include:  

• Competitive salary  

• Opportunities to learn and grow  

• Comprehensive health and wellness plans for the entire family  

• More benefits than required by law  

Come share your passion and energy to make a positive impact at KONE for our customers and your career  

*Beware of Recruitment Scams*   

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.  

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

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