Port Service Remote Support Engineer - Savannah, GA

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.

Function: Other
Experience Level: Not Applicable