KONE Technology & Innovation (KTI) is a global organization of technology, design and IT experts who research and create new technologies and solutions for innovative People Flow®

In order to build a convenient, reliable and safe People Flow journey in smart buildings, KONE needs to find best product and service partners to fulfil that mission. We want to enable these partners, as well as KONE customers, to integrate their solutions with rest of the people flow ecosystem (such as elevators and escalators) to enable new innovation providing even better people flow experience for building users and facility management.

KONE’s digital platform with its API suite is the answer to this by exposing our core products and other advanced people flow solutions capabilities to third parties. An ecosystem partner using KONE APIs can for example be an autonomous delivery robot. After integrating with our APIs, it can freely move in the building by communicating with our elevator about its location and destination needs.

This position is located in KONE's headquarters (Espoo, Finland).

We are looking for a

Customer Operations Engineer

to design and drive our API services to the next level with a dedicated API team of professionals. Are you an experienced and continuous learning oriented Customer Operation Engineer with a passion for customer value and innovation? Do you have a keen ear for customer feedback and desire to turn it into input for a more lovable product and service?

Your future team members are service designers, product owners and front/back-end developers who all are on the same mission to make the KONE API’s to be at the core of future urban smart ecosystem.

Role and Responsibilities

Listening to and understanding customers and partners who are utilizing the KONE API Services is essential. Being able to integrate the feedback and proactively to analyze the usability of the API services makes all the difference between success or failure. Customer Operations Engineer will be a key in making the success happen.

Customer Operations Engineer is responsible for building and managing right kind of communication channels between customers/partners and API team, as well as ensuring that there are proactive insights available into the usage of the API to make the right decisions of next developments.

You will be responsible

• Establishing and managing the customer/partner interactions through different communication channels(API portal, chat, etc.)
• Define customer experience monitoring solutions to ensure that API services’ reliability and availability is known all the time
• Collecting API development needs from customers into developer team backlog and representing the “customer voice”
• Using analytics and customer feedback to find new value adding improvements for the API services as well as collaboration materials to support the customers/partners
• Ensuring high-quality service management and support for the APIs in collaboration with the API services team as well as the whole ecosystem of global partners delivering the different capabilities for API services.
  
  We expect you to have

·  Previous experience in customer operations either in B2B or B2C digital products and services domain

·  5+ years of experience from IT, R&D or similar roles

·  Demonstrated track record of achievements from previous positions held

·  Competence in agile ways of working (e.g. part of DevOps team, etc.)

·  Excellent communication, collaboration and presentation skills (in English)

·  Excellent group facilitation and consulting skills.

·  Ability to establish structure and simplify complexity.

·  Proven ability to work in a virtual, cross-cultural environment

·  Experienced hands-on attitude

·  Entrepreneurial and target-oriented mindset

·  Expertise in in using analytical and monitoring tools (e.g. Qlik, Splunk, AppDynamics, NewRelic, etc.)

·  University degree in a relevant field, preferably at a Master’s level in engineering

We offer

The possibility to be part of revolutionizing the urban flow and to build the next success story for KONE. We can offer strong support in your personal growth and global opportunities for future career development at KONE. We believe in inspiring, engaging and developing our people.

Please submit your application by 10th November 2019

#LI-FIN

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.

Read more on www.kone.com/careers