Digital Service Specialist

3 weeks ago

Petaling Jaya, 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 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 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 24/7.
- 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 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 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 end-user 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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