Technical Support- Remote Commissioning Specialist
Ruiru, KE, 00619
“Innovative solutions for sustainable and affordable beverages, food and essentials” – we have a clear vision at Krones. For this purpose, we supply state-of-the-art technology to our customers worldwide.
As a regional subsidiary for the East Africa region based in Nairobi, Kenya, it is our commitment to optimise our customer reach in this region and to provide them with the best possible service. With our team of about 140 employees, we have made it our mission to provide our customers with outstanding support – throughout the entire Krones portfolio. This way we ensure the highest level of productivity and quality on a permanent basis.
Interested? Then join our team because: we can achieve more together!
What awaits you
- As a Technical Support & Remote Commissioning Specialist, you will be part of a dedicated team that supports our customers within the MEA region with the commissioning and technical support of our machines and systems quickly, efficiently, and remotely. Your experience as a Krones technician makes you a competent contact for mechanical and electrical challenges. You will play a key role in ensuring customer satisfaction, system reliability, and operational excellence.
You contribute
- Perform remote commissioning of machines and systems, ensuring timely and accurate setup and configuration.
- Provide technical support to customers and service technicians via phone, email, and remote access tools.
- Analyze and resolve issues in mechanical, electrical, and software systems, ensuring minimal downtime.
- Document support cases, commissioning activities, and resolutions in the internal CRM or ticketing system.
- Responsible for performance indicators (e.g., resolution time, customer satisfaction scores, uptime improvement
- Cross- Functional Collaboration with engineering, service, and development teams to escalate complex issues and contribute to product improvements.
- Train and support customers and colleagues in the operation, maintenance, and troubleshooting of our systems.
- Monitor system performance and proactively identify potential issues to ensure optimal functionality.
- Maintain up-to-date knowledge of product updates, industry standards, and best practices.
- Participate in continuous improvement initiatives, including feedback loops and process optimization.
- Occasionally support on-site commissioning or troubleshooting when remote resolution is not feasible.
- Root Cause Analysis: Conduct in-depth diagnostics and root cause analysis for recurring or complex technical issues, and provide detailed reports to stakeholders.
- Remote Monitoring & Predictive Maintenance: Utilize remote monitoring tools to track machine performance and proactively identify maintenance needs.
- Compliance & Safety Checks: Ensure all remote commissioning and support activities adhere to safety standards and regulatory compliance.
- Service Reporting & Metrics: Generate regular reports on support activities, resolution times, customer satisfaction, and system performance metrics
Qualification, Experience, Behaviours & Skills
- Minimum of 5 years of professional experience as a Krones technician (min. level 2) in mechanical and electrical areas.
- Completed technical training (e.g. mechatronics technician, electronics technician, industrial mechanic) or equivalent qualification.
- Strong knowledge in commissioning, troubleshooting, and remote diagnostics.
- Confident in using modern remote support tools, digital platforms, and diagnostic software.
- Fluent in English, with strong written and verbal communication skills; additional languages are a plus.
- Independent, structured, customer-oriented & teamworking working style, with a proactive approach to problem-solving.
- Required to do shift work, and availability for emergency support
- Willingness to travel occasionally in the entire MEA-region, if required, for on-site support or training.