Thd Digital Expert

Purpose:
**What will you be doing?**

**_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.**:

- At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and