Elevated Support Professional (Customer Service)

Primary Function / Position Overview

The ESP team is responsible for providing superior customer service and delivering an elevated experience for all Schindler Ahead Customers. This includes monitoring connected equipment, identifying and acting on equipment notifications, and proactively communicating these findings with customers through various channels including phone, email, and text messaging. This role is also responsible for interacting with field personnel on such findings, and helping technicians prepare for service calls or preventative maintenance measures recommended by the IoEE equipment.

Responsibilities

• Deliver an elevated and personalized experience for all Schindler Ahead customers by using technology to remotely monitor equipment, proactively contact customers when cases are created by the technology, and provide closed-loop communications with Schindler Ahead customers, local Schindler offices, and field technicians.
• Provide real-time information and support to Schindler technicians that are enroute to a Schindler Ahead customer for a service or repair call. Using the available tools and processes, as well as coordinating with engineering and supervision resources, work to minimize the Schindler technicians time-on-site and return-to-service time to deliver on the Schindler Ahead customer promise.
• Efficiently use the tools necessary to facilitate the proactive handling of all cases created by the Schindler Ahead service platform. This includes tools such as the Remote Monitoring Platform (RMP) and customer management systems for Schindler Ahead customers (SMART, SAP).
• Collect, prioritize, communicate and monitor the resolution of issues through the various platforms.
• Facilitate the connection of the SEC service portfolio to the Schindler Ahead platform. This includes commissioning of one-time installations, connecting both EI and NI elevators and escalators. Verifying for installing technicians that units are properly showing in RMP. Contacting customers through the Welcome Process to Schindler Ahead and ensuring they have access to all the tools and benefits associated with the product, including ActionBoard, LogBook, special numbers, etc.
• Provide proactive analysis of the Schindler Ahead portfolio based on the data coming from connected units and work with the technical team to provide optimized solutions for cases created by the Ahead technology.
• Monitor the connectivity and data usage of all connected Schindler Ahead hardware and alert the engineering organization for proper escalation and resolution of issues.
• Investigate and avoid unexpected connectivity costs. Include the deactivation of SIM cards on cancelled or suspended contracts. Reactivation of SIM cards when necessary.

Qualifications

• High school graduate
• Multiple task management and project management
• Computer skills = Microsoft Office and SAP
• Ability to delight the customer with every interaction
• A passion for technology and its potential
• Helping management draw business goals and needs
• Analytical competency (data mining, problem analysis; strong Excel skills)
• Strong communication and interpersonal skills

Benefits

• Fully vested 401k match, up to 7% of total eligible compensation.
• Competitive Medical, Dental and Vision Plans - Effective from first day of hire.
• 3 weeks' vacation which increases with tenure, 7 sick days, 3 floating holidays and 8 Company Observed Holidays.
• Tuition Reimbursement - Eligible after 6 months of service.
• Parental Leave – 100% base pay for 6 consecutive weeks within first year of a child's birth or adoption.
• A wide range of development opportunities to boost your professional and leadership growth.