Technical Operations Center Specialist

Primary Function / Position Overview

The TOC Specialist Role must effectively and efficiently support the Ahead Management team by assisting our internal customers with Ahead data and installation, measuring the fulfillment of Ahead installations, assisting with corrective actions and continuously improve initiatives of related processes and tools. Additional responsibility to include assisting our field offices with requests and to expedite units when necessary and to manually handle process and tool needs as required.

Responsibilities

• Assist internal customers with Ahead support requests, trainings, and Ahead booking assistance. This includes use and in-depth knowledge on Remote monitoring platform, SAP, SMART, CADRE, Freshservice and Excel.
• Help streamline use of 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.
• Use the platform to analyze equipment data, and relay findings to business leaders, and work with IT to find solutions.
• Ensure that data integrity is maintained, and correct.
• Facilitate the connection of the SEC service portfolio to the Schindler Ahead platform. This includes commissioning of one-time installations and verifying for installing technicians that units are properly showing in RMP. This also includes 2nd tier ESP support and analysis of connected units to ensure all data is accurate and all units are correctly categorized.
• 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.
• 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.
• 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.

Requirements

• Bachelor's degree in business or relevant experience
• Microsoft Office and SAP required
• Analytical competency (data mining, problem analysis; strong Excel skills)
• Strong communication and interpersonal skills
• Technology Experience
• Customer Service Experience
• Ability to delight the customer
• A passion for technology and its potential

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