Customer Solutions Engineer - Elevators & Escalators

Customer Solutions Engineer - Elevators & Escalators

A CSE Engineer, Product provides technical expertise on the optimal KONE product for the customer. He/she understands how customer needs translate into product-specific requirements and is accountable for coordinating all engineering work until the project is handed over to maintenance. Takes part in non-standard solutions, tendering with expertise on KONE products like Elevators, Escalators and Autowalks, machine-room-less elevators, and high rises. He/she provides technical expertise support to the FL CSE, field operation, and sales team in the Delivery process to handle order management and successfully implement KONE products and service solutions that meet customer contract specifications in a cost-effective and lead-time-effective way while ensuring compliance with codes and standards. Responsibilities and key tasks Collaboration with sales

1. Responsible for finding the optimal KONE product to meet the customer’s non-standard needs with Special Engineering requirements.
2. Select the correct product platform on which to make the offer and ensure the offer is competitive.

Product planning – Costing

1. Involves Supply Line, installation, maintenance, and project management to understand both the materials and the service cost of the product when needed.
2. Responsible for correct product costings in non-standard cases, both for corporate and local materials.

Product planning – Specs

1. Accountable for detailed, custom product plans for non-standard cases (collaborates with the SL Engineering team when needed).
2. Creates product specifications for corporate materials and local materials.
3. Performs initial and revised non-standard energy calculations.
4. Performs simple traffic analyses.
5. When accountable for the overall engineering of the project:
6. Accountable for technical site surveys.
7. Accountable for the technical content of the orders.

Product planning – Availability and lead times Coordinates product lead times from the Supply Line and local sourcing. Product planning – Installability

1. Ensures that the proposed product can be installed.
2. Ensures that the cost and work effort impact of installation is part of product plans, especially in non-standard installation situations.

Product planning – Maintainability

1. Ensures that the planned proposed product fulfills the customer’s product lifecycle needs.
2. Identifies possible deviations from standard maintenance methods and ensures that resolutions are found.

Product planning – Compliance

1. Ensures that the proposed product fulfills local codes, regulations, and safety requirements.
2. Ensures alignment with environmental regulations.
3. Ensures that the planned product complies with KONE’s Engineering Policy.

Key tasks in the KONE Customer process

1. Provides content for pre-booking reviews (technical product, costs, lead times, risks, and verification of technical content in contracts).
2. Executes activities for holistic product planning.

Key tasks in the KONE Delivery process

1. Accountable for the creation of layouts.
2. Analyses change requirements and makes proposals on new product design.
3. Provides needed details to the CSE Specialist on ordering materials and completing the documentation process.
4. Provides product-related information to the Project Manager, Installation Supervisor, and Maintenance Supervisor CSE Product Engineer’s role in the KONE SEB process.
5. Shares knowledge with maintenance as needed.

General responsibilities

1. Participates in product and new service release information-sharing sessions.
2. Provides technical training to Sales, Installation, and Maintenance as per Front Line needs.
3. Offers input to the product offering management about customization, standardization, and interface requirements for the portfolio.

Requirements for the role

1. Diploma / Bachelor’s degree in Mechanical, Electrical, or Civil Engineering.
2. Minimum of five years of experience in the Elevator Industry and AutoCAD.
3. Proficient with MS Office Word, Excel, and PowerPoint.
4. Excellent communication and influencing skills in English; Arabic is an asset.
5. Excellent collaboration skills and capability to work with people from different cultural backgrounds.
6. Capability for analytical thinking and focus on details.
7. Ability to work with global colleagues considering different time zones, language competencies, and cultural differences.
8. Excellent technical understanding of elevator, escalator, and Advanced People Flow solutions is considered a plus.

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