Customer Solutions Manager Major Projects

The Customer Solutions Manager (CSM), is involved for the most demanding projects within Lifts Modernization. And is responsible for the sales support of all assigned Major Projects. CSM hands over the coordination of all engineering work to Design Manager or CSE engineer, project at the Start-up meeting.

There are specific tasks that are necessary for the CSM to self-perform, but it is more important to have the ability to lead others and understand the capabilities of the local team to determine when more of the CSM’s direct engagement, or support of other colleagues, is required.

Key Responsibilities

Demand Creation

• Support the local sales team in evaluating customer Request for Proposal, generating effective Leads, Networking, and engagement with Strategic Accounts/Customers. Help seek out Design-Build opportunities.
• Directly engage with Vertical Transportation Consultants, Security Consultants, Architects, and Marketing Campaigns. Understand customer needs and share feedback with the Product Development Team.
• Lead consultative sales towards customer aiming to get KONE favorable solutions in to project specification of customer.

Opportunity Evaluation

• Support the local sales team in tracking opportunities in CRM.
• Support the local sales team in reviewing the desirability of the project (customer, solution, schedule, capability), help determine the sales strategy for success and participate in the GO/NO-GO decision-making process.
• Coordinate the customer specification review, access control requirements, traffic analysis generation, Building Integration Modelling (BIM) requirements, Design-Assist deliverables, and engage the necessary KONE specialists.
• Co-ordinate risk assessment of the opportunity with the project stakeholders

Tender Creation

• Optimize people flow with value added solutions for customer project.

• Support the local sales team with initial material cost estimates, labor estimates, maintenance proposal, and creation of the customer proposal package.
• Coordinate and engage Engineering & Supply and Sourcing colleagues to complete the material estimate.
• Act as a Global Liaison for highly technical projects that require additional solution development and manage the Traffic Light Process.
• Support the approval process by the necessary members of the Local, Area, Major Project, and Executive Management team. Provide the Full-Chain Profit & Loss summary for the project and assist the approval process through CRM.

Post Tender Sales Support

• Support the customer follow-up and respond to additional information requests.
• Engage directly with customer presentations and meetings with KONE teammates to differentiate KONE.

Booking

• Act as an integral member of the Start-up Meeting (SUM)
• Hand over the coordination of all engineering work of the project to Design Manager or CSE Engineer at the project start-up meeting.

Execution Stage

• Remain engaged in the project and have the ability to support and clarify any customer or colleague’s questions, as well as assist with any technical variation sales.

Generic responsibilities

• Participate on product and new services release information sharing sessions.
• Input to offering management about customization, standardization, and interface requirements.
• Contribute to Customer Solutions Engineering virtual and local network.
• Contribute to and utilize Customer Solutions Engineering Case Library
• Competence development and training of local and global CSE, sales teams and other relevant personnel

*Region and/or Area-specific business practices

ENA, in contrast to the description above, the CSM will:

• Manage the approval process in CRM, rather than just support it.
• Consolidate all updated project and contract documents.
• Update all internal documentation with the as-sold customer specification.
• Finalize the project Estimate to match the as-sold scenario and create the order within SAP.
• Provide a complete review of the project order to the Finance Team to make sure that the initial Plans are set up properly.
• Host handover meeting from the Sales to Execution Team. Review the as-sold scope and key deliverable dates to facilitate a smooth internal transition from sales to operation.

Skills

• Industry experience in Elevators is beneficial
• Good leadership skills
• Solution selling
• Good internal and external communicator
• Ability to coach and teach colleagues to share knowledge and experience.
• Understanding of new construction and building modernization processes
• Excellent skills on understanding and translating the customer needs (requirements) into KONE technical specifications.
• Good knowledge of solution related norms and standards
• Good knowledge of environmental and sustainability requirements and norms
• Excellent knowledge of KONE current solutions and offering
• Basic knowledge of competitors’ technical solutions
• VB Specific: Site surveys, existing building modernization / installation methods
• Knowledge of supply engineering
• Understanding of quality management
• Good virtual collaboration skills
• Good understanding on supply operations
• Traffic Calculation, AutoCAD, Salesforce is essential  

European travel 1x a month will be required.

What KONE can offer:

We offer a competitive salary, 25 days holiday and additional Bank Holidays, 1 paid Volunteering Day, Company Pension Scheme, Bonus, Car/Car Allowance, Private Medical Insurance, PDI, Development opportunities and development reviews to help you achieve your professional goals. Endless support from experienced leaders within the industry, Kone Discounts, 24/7 GP Support & Wellbeing Access, Hybrid Working.

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