What will you be doing?
Operative activities:
Evaluate and coordinate issues from customer, sales teams and field operations.
- Responsible of the digital issue resolution end to end processes.
- Analyze any identified issues with digital services and determine the correct organization needed to address the issue (local, global, partner, etc.)
- Proactively check that support tickets escalated from/to IT are followed and required actions done.
- Monitor 24/7 DTU installation status for lift/Esc.
- Follow up with MM/OM on the backlog and get their plan for the installation.
- To monitor the device stock level in GSS and make plan for the material procurement.
- Proactively monitor the timely closure of all SN and work with MM if there are any issues to close the SN.
- Proactively monitor the SN for critical equipment’s and advise OPS team for actions to be taken.
- Data collection from 24/7 for AMR contracts existing/ New customers.
- Presentation of 24/7 capabilities to customers and how we prevent the callout with the help of 24/7.
- Lead the weekly meeting on SN and repeated callouts.
- Share the 24/7 & callout data in ops meeting to prevent any potential callouts.
- To contribute any other new initiatives initiated by the country to improve the operation efficiency.
- Training for the planner group technician on digital solutions.
- To work with APM/Global on the issues arising from 24/7, planner etc and get right solutions.
- To support on DMP implementation for service operations.
Customer onboarding:
- Train/coach and support relevant teams with appropriate knowledge to do the customer onboarding and training
- If necessary, participate in customer onboardings and training sessions for complicated digital solutions and services
- Ensure that customer site and administrator users are correctly created and maintained
Be specialist of solution configurations and commissioning:
- Accountable of activating and configuring cloud services as prompted by the delivering organization (could be NEB, Modernization, or Maintenance)
- Support NEB-SEB handover process for the digital services
Competence development activities:
Support in learning and training
- Provide support to L&D in training on Digital services and solutions for Maintenance Sales, THD, CS&A and field operations.
- Identify the need for training together with L&D, help with relevant training material
- Train The Trainers to ramp up the local field competencies related to IOT devices commissioning and testing.
- Communicate and train new services and solution updates based on product releases
- Create excitement of the digital services in the sales and operations in co-operation with Offering management
- Cloud Data analysis on problematic equipment and recommend preventive actions on the field; add on Tasks apart from regular based maintenance.
Digital community activities:
- Actively participate in Digital Champions network and other IOT network communities
- Support and perform tests when required from Global team to improve digital services
- Provide data for global teams related to local conditions (e.g. government firewalls, local SIM cards) during solution roll outs and updates
- Based on customer and end user interactions, provide development requirements to global product team to make the service easier, more efficient, and reliable
- Contribute to the change management that is required for KONE to be able to make a change from hardware/maintenance to digital services
- Supporting localization of THD Helpdesk & KC3 Call center support articles if needed
Are you the one?
- Bachelor’s degree in Engineering or other relevant field
- IT literacy
- Flexibility and willing to travel to Southeast Asia countries
- Fluent local language skills and good level of English
- Working experience with digital solutions or services
- Customer service mindset
- Good communication and interpersonal skills
- Good knowledge and understanding of digital systems, cybersecurity and technologies overall
- Ability to seek information and learn about new digital technologies independently
- Ability to see from end users’ perspective
- Ability to explain technical complex situations in an understandable way to people who are not digital literate
- Project management skills an asset
- Understanding of processes related to change and change management
- Genuine interest in processes, methods and tools in own specialist area.
