Technical Support Mechanical-Weld Engineer - New Berlin, WI

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.  This includes customer (internal and external) for the Nuclear, Engineered-To-Order, Modernization, and other groups under the Engineered Solutions portfolio. The candidate will help to troubleshoot problems including warranty issues, 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 recommending specific training for the Field Service personnel. 

The Position will report directly to the Manager, Technical Support & Warranty. 

Duties:

General tasks the candidate will be involved in include:

• Working with customers and internal departments to identify mechanical, electrical, and hydraulic problems or warranty issues, and developing corrective actions to be implemented.
• Resolve welding issues from customers/employees.  This may include updating a WPS, writing weld repair procedures, and developing position papers.
• Logging and keeping records of customer/employee queries, including tracking of open requests to be resolved.
• Analysing 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 calls.
• 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.

Qualifications:

Must be self-motivated, display leadership abilities, positive attitude, desire to help solve problems, have the ability to think clearly and logically through complex problems and situation, and have knowledge of ASME and CMAA standards. The individual must have a background in cranes and field service support.  Welding experience such as a welder, CWI or weld engineer is strongly preferred.  Knowledge of P&H and Konecranes components and equipment would be a plus.  It is preferred the position has a bachelor’s in 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 plus be computer literate in Excel and Word and excellent interpersonal communication skills. 

Must be able to provide after-hours call support on a rotating basis.

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

• 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.
• Ability to use Auto Cad and/or Solidworks
• Excellent verbal and written communication skills
• Excellent troubleshooting skills
• Excellent organization skills; capable of effectively balancing multiple responsibilities, managing multiple priorities in a challenging 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.

Travel

US and International travel is expected, but <15%.   

*KCN 

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.

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.