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.Customer Experience Specialist PostulerLocations: Pero, MadridTime Type: Temps pleinPosted On: Offre publiée hierJob Requisition ID: R0639870Gère les utilisateurs principaux de KONE Way :Transmet les instructions d'utilisation nécessaires aux utilisateurs appropriés, selon les directives des responsables des procédés et de GD.S'assure que tous les utilisateurs sont correctement formés à l'utilisation de la solution en :identifiant les besoins de formation et en s'assurant que les nouveaux utilisateurs respectent les instructions d'utilisation convenues,fournissant des supports de formation dans la langue appropriée,identifiant tout besoin d'amélioration des contenus de formation des utilisateurs,organisant des réunions et des formations pour rappeler les bonnes pratiques lorsque nécessaire,encourageant l'échange des meilleures pratiques entre les unités à l'échelle du réseau « KONE Way Process Network ».S'assure que toutes les solutions sont correctement testées après chaque lancement d'une nouvelle version et sont efficacement mises en œuvre en :identifiant les questions ou problèmes relatifs à la gestion des commandes ou les éventuels incidents, et en les signalant aux responsables des procédés et à GD,communiquant les résultats de test requis,gérant les contenus, la communication et leur traduction à chaque lancement d'une nouvelle version,informant les utilisateurs des modifications susceptibles de les affecter,communiquant toute information utile sur la solution aux utilisateurs.Assure le support utilisateur relatif à la mise en œuvre et à l'utilisation de la solution en :apportant des réponses immédiates aux questions basiques sur la navigation dans le système,apportant des réponses immédiates aux questions basiques sur les fonctionnalités et le fonctionnement de la solution,apportant des réponses immédiates aux questions sur les processus,en veillant au respect systématique des instructions d'utilisation KONE Way.Participe à la gestion des incidents en :identifiant les problèmes à signaler aux spécialistes des procédés des unités de contact terrain, au responsable mondial des procédés et/ou aux détenteurs de solutions GD,créant des tickets d'incident via l'outil de GD (en anglais),gérant les incidents locaux signalés à GD,mettant en œuvre et en incitant à mettre en œuvre des actions correctives ou préventives.Contribue à l'amélioration continue en :participant activement au partage d'expertise au sein du réseau KONE Way Process Network,proposant activement des pistes d'amélioration de l'utilisation des solutions.Satisfait toutes les exigences de signalement d'incidents, ainsi que de compte rendu de la gestion des commandes et des indicateurs clés de performances locaux dans les délais.Peut être amené à travailler dans l'équipe de mise en œuvre des projets
