Digital Service Specialist

1 week ago


Subang Jaya, Selangor, Malaysia Kone Full time

Why this role?
The Digital Services Specialist is part of the Technical Help Desk (THD) organization.

What will you be doing?:

  • Operative activities: _
  • Evaluate and coordinate issues from customers, sales teams, and field operations. _
  • Responsible for the digital issue resolution endtoend 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 a 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 and advise the 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/
  • Lead the weekly meeting on SN and repeated callouts.
  • Share the 24/7 & callout data in ops meetings to prevent any potential callouts.
  • To contribute to 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, planning, etc., and get the right solutions.
  • To support DMP implementation for service operations.
  • Customer onboarding: _
  • Train/coach and support relevant teams with appropriate knowledge to do 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 a specialist in solution configurations and commissioning: _
  • Accountable for activating and configuring cloud services as prompted by the delivering organization (could be NEB, Modernization, or Maintenance).
  • Support the NEB-SEB handover process for 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, and help with relevant training material.
  • Train The Trainers to ramp up the local field competencies related to IOT device 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 cooperation with Offering management.
  • Cloud Data analysis on problematic equipment and recommend preventive actions on the field; add on Tasks apart from regularbased maintenance.
  • Digital community activities: _
  • Actively participate in the Digital Champions network and other IOT network communities.
  • Support and perform tests when required from the Global team to improve digital services.
  • Provide data for global teams related to local conditions (e.g. government firewalls, local SIM cards) during solution rollouts and updates.
  • Based on customer and enduser interactions, provide development requirements to the 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 willingness to travel to Southeast Asia countries
  • Fluent local language skills and a 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 understandably to people who are not digitally literate
  • Project management skills are an asset
  • Understanding of processes related to change and change management
  • Genuine interest in processes, methods, and tools in own specialist area
What do we 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 environm


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