Did you know KONE moves over one billion people every day? We employ over 60,000 driven professionals in over 60 countries worldwide joined together by a shared vision. As a global leader in the elevator and escalator industry, it is our mission to improve the flow of urban life.
Why this role?
A Digital Service Operations Expert is a recognized expert of one or more KONE digital solutions in terms of process and tool understanding. This role exists at frontline level. The role is the primary support person and subject matter expert for digital solutions. They have important role to develop competences of the digital services in their own frontline in collaboration with other functions. The position is part of THD organization.
What will you be doing?
Operative activities:
Sales technical support
- Support Maintenance sales team on the digital services with technical guidance
Evaluate and coordinate issues from customer and field
- Responsible of the digital issue resolution end to end process
- Accountable that the issues from customers and field are solved as defined in Service Level Agreementy(SLA)
- Analyze any identified issues with digital services and determine the correct organization needed to address the issue (local, global, partner, etc.)
- Coordinate local actions needed for troubleshooting
- Create knowledge articles about issues and distribute them to local and global as needed
- Act as first point of escalation for issues when new solutions are deployed in frontline
- Proactively check that support tickets escalated from/to IT are followed and required actions done
- Monitor 24/7 Data Transfer Unit (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 Global Spare Supply (GSS) and make plan for the material procurement.
- Proactively monitor the timely closure of all Service Need (SN) and work with MM if there are any issues to close the SN.
- Proactively monitor the SN for critical equipment’s and advise Operations(OPS) team for actions to be taken.
- Data collection from 24/7 for Alternative Maintenance Regime (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.
- Work with KONE CUSTOMER CARE Centre (KC3) to check on the timely dispatch of SN.
- 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 closely Operations (OPS) on the new development to improve the operations.
- To work with APM/Global on the issues arising from 24/7, planner etc and get right solutions.
- To support on Dynamic Maintenance Plan(DMP)implementation for service operations.
- Required to travel to KSEA countries on Digital Solutions.
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 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
Digital community activities:
- Actively participate in Digital Champions network and other APF 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 On Line Help center support articles if needed
Are you the one?
- Bachelor’s degree in Engineering or other relevant field
- 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
What’s On Offer
- Career progression in opportunities within a global organization
- Total reward elements that engage and motivate our employees and help us make KONE a great place to work
- Comprehensive learning and development programs covering a wide range of professional skills
- You are surrounded by fun colleagues and a lively working environment. The best part is all leaders are great and open-minded
To Be Considered
Click the Apply button and complete the online application process. A member of our Talent and Culture team will review your application and will be in contact with additional information accordingly.
In the meantime, feel free to browse our website for additional information on our company, brands and culture – KONE Corporation.
KONE is proudly ranked as World's Best Employers in Forbes magazine and Statista's 2023 annual ranking!
