Service Operations Excellence Specialist

About the role

KONE is looking for a Service Operations Excellence Specialist (KSEA) based in Thailand, the Philippines, Malaysia, Indonesia or Vietnam. The role supports business processes and digital tools used in service operations, acting as the main point of contact for users, helping them use systems effectively, resolving day-to-day issues and supporting the adoption of new tools and processes. It works closely with Operations, Sales, IT and other stakeholders to improve processes, support system rollouts and testing, provide user training and develop reports and dashboards.

Key responsibilities

• Digital tools and user support: act as the main contact for tools such as Salesforce, SAP, KONECT, KFM, FSM, KFF, SMT and DMP, give first-level support, guide new users during onboarding, raise and follow up support tickets.
• System deployment and UAT: take part in UAT, system testing and pilots, support rollout of new systems, work with IT and product teams on improvements, support change management.
• Training and adoption: deliver system and process training, prepare training materials, monitor adoption and share best practices.
• Process improvement: review end-to-end service processes, identify gaps and bottlenecks, work with Operations and Sales to improve efficiency, create and maintain process documentation.
• Data analytics and reporting: build and maintain Power BI dashboards, analyse operational data and ensure data accuracy.
• Month-end activities: support and monitor month-end activities through CPM, ensuring they are completed accurately and on time.

Required profile

• Bachelor's degree in Business Administration, Information Technology, Engineering, Data Analytics or a related field.
• Experience in service operations, process improvement, digital tools, system implementation or a related area.
• Good understanding of end-to-end service processes and operational workflows.
• Fluent in English and the local language.

Required skills

• Experience with business systems such as Salesforce, SAP, KONECT, KFM, FSM, KFF, SMT or DMP is an advantage.
• Good knowledge of Power BI, including dashboard creation, reporting and data analysis.
• Experience with SAP or other enterprise systems.
• Understanding of process improvement and change management; knowledge of ADKAR is an advantage.
• Preferred: experience with UAT, system deployment, incident management or end-user support, project management skills.