Senior Technical Support Specialist - Remote, USA

Konecranes • Madison, MS

11h • Remote

About The Position

The Senior Technical Support Specialist is a key technical resource primarily responsible for providing expert-level support to crane operations across North America. This role requires advanced technical expertise in electrical systems, start-up, commissioning, and troubleshooting of complex crane configurations with all brands. This role supports multiple stakeholders including crane builders, Product Delivery Managers (PDMs), project managers, service technicians and warranty teams, through both remote and on-site assistance.

Requirements

• Must be willing and able to work off the ground.
• Must possess good written and verbal communication skills
• Associate degree in an Industrial/Electrical/Mechanical/Technology or related field, or equivalent vocational/technical training and experience is preferred.
• Minimum five (5) years experience involving electrical troubleshooting and mechanical repair. Some electronic experience is preferred but not necessary.
• Must have and maintain a good driving record, including a valid driver’s license.
• Must be able to work varied overtime, as required by customer, be available for “on call” as part of the service office rotation and be able to travel and work out of town, on occasion.
• Must be able to frequently lift up to 25 lbs. Must be able to lift up to 50 lbs. on a daily basis. Must be able to lift up to 75 lbs. although not on a daily basis. Must be able to lift 100 lbs. on a rare basis.
• This position requires frequent climbing, balancing, stooping/crouching, and overhead reaching. This position requires occasional pushing, pulling, kneeling, and crawling.
• This position will be inside approximately 90% of the time and outside approximately 10% of the time. This position will be frequently exposed to heat, cold, noise and heights.

Nice To Haves

• Prior experience with cranes is preferred.
• Some electronic experience is preferred but not necessary.

Responsibilities

• Provide advanced technical support to crane manufacturer network through remote and on-site consultation, addressing complex project requirements and troubleshooting critical issues.
• Deliver targeted training sessions to enhance the technical capabilities of crane builders.
• Serve as a technical advisor to PDMs, addressing high-level product and solution-related inquiries.
• Resolve complex design and operational challenges to ensure successful project execution.
• Act as a technical resource throughout the project life cycle, offering expertise when requested by project managers.
• Coordinate and schedule on-site technical collaboration with PMs.
• Oversee the configuration, testing, and commissioning of advanced smart crane features.
• Manage post-commissioning tasks related to feature optimization and system integration.
• Provide field support during the installation and startup phases, ensuring correct wire termination, cable routing, and system integration.
• Assist installers in adopting commissioning responsibilities through enhanced technical collaboration.
• Offer on-demand technical troubleshooting to service technicians during crane commissioning.
• Collaborate with warranty teams to validate root causes and provide direct troubleshooting assistance. Ensure proper technical engagement during warranty events to optimize issue resolution and service reimbursement processes.
• Partner with the Global Technical Support (GTS) team on high-priority crane issues, maintaining strong cross-functional relationships.
• Provide critical in-person support to the factory teams during testing and product validation phases.
• Offer high-level support to the team on specialized cases, ensuring efficient technical problem-solving.
• Maintain subject matter expertise on new products and features through continuous training.
• Conduct advanced technical training sessions for service branches and subcontractor teams on both electrical and mechanical systems.
• Perform other duties as assigned.

Benefits

• Medical Plan
• Dental
• Vision
• 401k plan with a match from day one
• identity theft protection
• accident insurance
• travel insurance
• 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.
• 5 days of Sick Leave per year. Pro-rated the first year after 90 days of service
• 10 paid holidays per year

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree