Technical Support Specialist

Kalmar keeps global trade moving. Our innovative solutions contribute to every fourth container movement in the world and help transform the future of cargo handling. We believe in collaboration, delivering on our promises and that people make the difference._

**Purpose of the position**:
Be the technical expert that interfaces between the factory based product support team and the customer and actively participates and drives resolution of technical related performance, warranty, service bulletin follow up and when required spare parts issues. Also lead the installation of product upgrades specifically when related to software and uploading and verifying new programs.

**Main tasks and responsibilities**:
Technical Support to Clients
- Provide direct technical support to clients through troubleshooting, technical advice via electronic means or direct participation on the job
- Carry out inspections on client’s Kalmar equipment as per manufacturer’s guidelines
- Liaise with factory product support personnel locally & globally for technical solutions to client problems including warranty related issues
- Advise on necessary tooling and equipment to effectively service and repair Kalmar products
- Develop and offer spare parts recommendations to internal and external clients as well as remanufactured component programs

Technical Support to Service Dept
- Provide direct technical support to service technicians and supervisors through troubleshooting and technical advice via electronic means or direct participation on the job
- Coordinate and assist with any factory directed corrective actions to equipment operating in geographic region and provide reporting on completion as required
- Analyze technical issues and develop local solutions
- Provide regular and timely reporting of technical issues to Factory Technical Support

Technical Training
- Analyze and identify the training and development needs of the organization and its employees and develop an overall training plan.
- Liaise with the operational manager to develop and implement training, development and succession plans that are appropriate for their business needs, but consistent with the organization’s overall training strategy.
- Travel abroad to follow the necessary Kalmar training programs
- Prepares training materials and sessions for service employees
- Provide training to the local service employees

Warranty
- Provide technical support to service technicians and warranty administrator as required for determination and root cause analysis of warranty claims
- Provide assistance to warranty administrator to support preparation of warranty issues information for on-send to factory
- Project manage any Kalmar products in-field improvement requirements if/as advise by factory and maintain required records to enable completion reporting on same.

Records Keeping and Reporting
- Maintain accurate records of all service related matters in relation to equipment in the field including issues and issue rectification details.
- Maintain and update service materials support information reference materials and training materials

Manage Service Projects (TBC If applicable based on location)
- Coordinate internal resources and third parties for the flawless execution of service projects (e.g. Upgrades, large refurbishments, large commissioning’s etc)
- Ensure that all service projects are delivered on-time, within scope and within budget
- Developing project scopes/objectives, involving all relevant stakeholders and ensuring technical feasibility
- Ensure resource availability and allocation
- Develop a detailed project plan to track progress

**What you’ll need to succeed**:
Education
- Relevant Trade qualification/ degree required (eg: Mechanical, Electrical, Megatronics)
- Others operational licenses as required

Experience
- A minimum of 7 years practical experience in similar role
- Experience in the mechanical handling, port, industrial operations or crane industry sectors
- Experience in commissioning, maintenance, fault diagnosis and repair of heavy machinery
- Experience in troubleshooting and repair of DC and AC (low and high voltage) electrical systems, electronics and PLC
- Experience in delivering technical product training

Competencies
- Knowledge in diagnosis and repair of hydraulic, electrical & electronic control systems
- Knowledge of motor control components such as inverters, encoders and associated software.
- Knowledge of Omron CX suite & Siemens S7 along with TCP/IP, CANbus or profinet/profibus comms networks is considered beneficial.
- Knowledge in diagnosis and repair of mechanical systems including welding and diesel engines.
- Excellent customer relationship skills
- Effective project management skills
- Strong analytical and numeracy skills
- Administration skills
- Effective time management skills
- People management and development skills
- Excellent interpersonal & communication skills (ability to deal with all sta