A CSM, Customer Solution Manager, provides technical expertise to the sales team, understands customer needs and transforms these needs into optimal KONE solutions.CSM Solution is part of the KONE early engagement team, and ensures that KONE offerings and specifications are included into the customer’s building specifications.Focusing on non-standard tendering cases, CSM is accountable for overall solution for the customer; including integrations, solutions, services and products.Collaboration with sales:• Responsible for finding optimal technical solutions to meet the customer’s needs for non-standard and modernisation cases• Ensures clarity on the solution’s scope, including KONE and possible third-party offerings• Participates in customer meetings and answers customers’ technical questions when needed• Selects the correct product platform on which to make the offering• Proposes solutions from all KONE business lines; new services, escalators, elevators, doors etc. Solution planning – Costing:• Responsible for correct APF solution costings• Involves CSE Engineer, Product to understand the costing for corporate and local materials• Involves CSE Engineer, System to understand the costing for integrations• Involves Supply Line, installation, maintenance and project management to understand both the materials and the service cost of the solution Solution planning – Specs:• Coordinates specification creation• Performs initial and revised non-standard energy calculations• Performs traffic analyses• Accountable for technical site surveys• Accountable for the technical content of the order between MS 0b and MS 2z Solution planning – Availability and lead times• Coordinates solution lead times from Supply Line and local sourcing Solution planning – Install-ability• Ensures that the proposed solution can be installed• 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• Ensures that the proposed solution fulfils the customer’s product lifecycle needs• Identifies possible deviations from standard maintenance methods and ensures that a resolution is found Solution planning – Compliance• Ensures that the proposed solution fulfils local codes, regulations and safety requirements• Ensures alignment with environmental regulations• Ensures that the planned solution complies with KONE engineering policy Key tasks in the KONE Sales process• Provides content for pre-tender and pre-booking reviews (technical solutions, costs, lead times, risks, verification of technical content in contracts)• Executes activities for a holistic solution plan• Leads full chain engineering teams on major projects until handover to the CSE Engineer, Project• Hands over the engineering to CSE Engineer, Project on the most complex project cases for execution on the Start-up meeting Key tasks in the KONE Delivery process • Accountable for layout creation• Analyses change requirements, and makes proposals for the new solution plan• Provides necessary details to the CSE Specialist for ordering materials and completing the documentation process• Proposes change order (variations and addworks) sales opportunities to the Project Manager• Provides solution-related information to Project Managers, Installation Supervisors and Maintenance Supervisors CSE Engineer, Solution role in the KONE SEB process • Shares knowledge with maintenance as needed General responsibilities• Participates in product and new services release information-sharing sessions• Provides technical trainings to Sales, Installation and Maintenance as per Front Line needs• Offers input to the product offering management about customisation, standardisation and interface requirements for the portfolio• Contribution to the Customer Solutions Engineering virtual and local network• Contribute to and utilise the Customer Solutions Engineering case library• Handles engineering on Modernisation (MOD) including component upgrades (small VB repairs), full replacement (FBR) or existing building lifts (EBULI)• Is the primary front line technical contact person for the Supply Line Tendering EngineersMust-Have ExperienceMinimum 7+ years of relevant experience in technical solutions, engineering, or pre-sales within elevators, escalators, building systems, construction, or related industries.Proven experience in developing complex, non-standard technical solutions and translating customer needs into integrated offerings.Strong expertise in solution engineering, costing, specifications, and tender support.Experience collaborating with sales and cross-functional teams across engineering, supply chain, installation, and maintenance.Solid understanding of technical standards, regulations, and compliance requirements.Experience supporting projects across the lifecycle, from early engagement to delivery and handover.
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 the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.
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