Customer Care Executive

Korvage Information Technology LLC; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

An established industry player seeks a Customer Solutions Order Engineer to provide technical expertise to the sales team. This role focuses on understanding customer needs and transforming them into optimal solutions across various business lines, including escalators and elevators. You will be responsible for defining specifications, costs, and lead times while ensuring compliance with local regulations. If you have a strong engineering background and a passion for delivering tailored solutions, this is an exciting opportunity to make a significant impact in a dynamic environment.

Qualifications

• Minimum 5 years of engineering experience in elevator business operations.
• Strong skills in translating customer needs into technical specifications.

Responsibilities

• Collaborate with sales to find optimal technical solutions for customers.
• Ensure compliance with local codes and regulations in proposed solutions.

Skills

Customer Needs Analysis

Technical Specification Development

Project Management

Cost Analysis

Compliance with Local Codes

Education

Bachelor's Degree in Engineering

Relevant Field Experience

Tools

SAP

Job description

A Customer Solutions Order Engineer provides technical expertise to the sales team and FL (front line) CSE, understands customer needs, and transforms these needs into optimal KONE solutions.

CSE Engineer, Solution is part of the KONE early engagement team and ensures that KONE offerings and specifications are included in the customer’s building specifications.

Focusing on non-standard tendering cases, the CSE Engineer, Solution is accountable for the customer's overall solution, including integrations, solutions, services, and products. He / she takes responsibility for defining the specifications, costs, and lead times in cooperation with other front-line parties, Supply Line, and Area and Global support functions.

CSE Engineer, Solution has a deep understanding of new KONE solutions (e.g., project management, and installation) across business lines and a holistic understanding of certain customer segments, such as retail, infrastructure, residential, office, or medical care.

CSE Engineer, Solution takes into consideration all product and planning aspects when defining a solution e.g. corporate materials from the supply line, local materials from sourcing, costing of engineering, and installation.

Responsibilities and key activities

Collaboration with sales:

1. Responsible for finding optimal technical solutions to meet the customer’s needs for non-standard.
2. Ensures clarity on the solution’s scope, including KONE and possible third-party offerings.
3. Select the correct product platform on which to make the offering.
4. Proposes solutions from all KONE business lines; new services, escalators, elevators, doors, etc.

Solution planning – Costing:

1. Responsible for correct APF solution costs.
2. Involves CSE Engineer and system to understand the cost for integrations.
3. Involves Supply Line, installation, and project management to understand the materials.

Solution planning – Specs:

1. Coordinates specification creation.
2. Performs initial and revised non-standard energy calculations.
3. Performs traffic analyses.
4. Accountable for technical feasibility checking.

Solution planning – Availability and lead times:

1. Coordinates solution lead times from Supply Line and local sourcing.

Ensures that the proposed solution can be installed:

1. Ensures that the cost and work effort impact of installation is part of the solution’s costing, especially in non-standard installation method cases.

Solution planning – Maintainability:

1. Ensures that the proposed solution fulfills the customer’s product lifecycle needs.
2. Identifies possible deviations from standard maintenance methods and ensures that a resolution is found.

Solution planning – Compliance:

1. Ensures that the proposed solution fulfills local codes, regulations and safety requirements.
2. Ensures alignment with environmental regulations.
3. Ensures that the planned solution complies with KONE engineering policy.

Key tasks in the KONE Delivery process:

1. Accountable for the creation of full shop L / O drawings or Installation layouts.
2. Coordinates and analyses change requirements (variation orders and add works); ensures that holistic proposals for the new solution design are provided.
3. Coordinates the work of all involved CSE Engineers and Specialists.
4. Proposes change order (variations and add works) sales opportunities to Project Managers.
5. Accountable for understanding the variance between the design of the site versus the reality of the site.
6. Provides solution-related information to Project Managers, Installation Supervisors and Maintenance Supervisors.
7. Accountable for material sample ordering.
8. Handles SAP Milestone management accurately.

Identifies Request for information (RFI) whenever applicable:

1. Coordinates with Sourcing the approval related to third-party supplier ordering and samples.
2. May participate in customer meetings if technical solution-related topics are required to be discussed.

Are you the one?

Minimum Bachelor’s degree in Engineering or another relevant field, or several years’ experience in elevator business field operations.

Minimum 5 years of relevant engineering experience in elevator business field operations.

Excellent skills in understanding and translating customer needs (requirements) into KONE technical specifications.

Understanding of new construction and building modernization processes in the industry and at KONE.