Customer Solutions Manager

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 customers 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 customers needs for non-standard and modernisation cases

Ensures clarity on the solutions 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 solutions costing especially in non-standard installation method cases Solution planning Maintainability

Ensures that the proposed solution fulfils the customers 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 Engineers

Must-Have Experience

Minimum 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 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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