Customer IoT Delivery & Specialist Technical Support, ILS AP

Aim of the Position

The incumbent is a key position in enabling Industrial Lifetime Solutions revenue growth withinn the digital service portfolio and establishing a localized technical support network for Asia Pacific region.

Your Key Responsibilities

IoT Project Delivery and Tecnical Support AP

• Lead IoT project delivery and technical support for AP for Schaeffler Lifetime Sokutions predictive maintenance products
• Build and develop the IoT delivery and technical support network in alignment with HQ Europe
• Serve as the main interface between STRIKE teams and HQ Europe for IoT delivery and tecnhical support
• Support AP STRIKE teams, Field Service Engineers, the sales team, service partners, distributors and key customers for Schaeffler Lifetime Solutions predictive maintenance products and services
• Manage the roadmap alignment process with HQ Europe
• Manage the IoT delivery product portfolio update process
• Troubleshoot issues using the OPTIME Dashboard, log technical support tickets and feature requests in IBM Maximo and report findings during HQ roadmap alignment calls including the creation of user stories where needed

Focus: Delivery

• Act as a key interface between the HQ IoT Delivery Manager, AP STRIKE teams, FSEs, the sales team, service partners, distributors and key customers
• Act as the IoT delivery IT integration contact for OPTIME Ecosystem products and the Digital Service Operator as part of the IoT Delivery and Technical Support team
• Lead the provisioning of new GTM product trials and current Schaeffler IoT devices including backend administration and troubleshooting of cloud connectivity for internal and external tenants
• Coordinate IoT delivery support to diagnose and resolve technical issues arising from the Schaeffler IoT Hub in existing and new installations
• Assist in the day-to-day operations of the Schaeffler IoT Hub customer deilvery and support activities for subregional digital service issues
• Provide technical documentation support and AP specific documentation for deploying the Schaeffler IoT Hub platform to end users and support knowledge sharing within the internal expert team
• Troubleshoot IoT connectivity issues faced by customers and STRIKE teams
• Verify that newly created and provisioned trial customer have functioning dashboards and devices
• Lead data validation of alarms for internal and esternal tenants in close cooperation with condition monitoring experts
• Add new users to OPTIME and new tenants
• Ensure that countries newly using OPTIME receive the required items such as USB, modems, demo kits and documentation before training sessions
• Provide webinars, training and onsite support for ILS subregional STRIKE teams, key customers, service providers and distributors
• Enable these stakeholders to build capability in IoT delivery for the OPTIME Ecosystem, digital service models and predictive maintenance in general
• Support ILS subregional teams and service partners in growing sales through IoT business models

Focus: Support

• Provide application engineering and technical advise to customers and partners for the Schaeffler ILS predictive maintenance portfolio
• Support the implementation and commissioning of ILS predictive maintenance solutions for customers
• Defince individual customer solutions based on the customer's technical, organizational and knowledge-related situation including combinations of products, digital services, expert services, training and/or IT integration
• Provide technical customer support for the predictive maintenance portfolio including products and services both locally and remotely
• Accompany and technicall support the sales department during customer visits

Your Qualifications

• Degree in Engineering or similar qualification in Electronics, IT, Mechatronics or as Technican, Mechanic
• With at least 10 years of experience in an international B2B factory automation environment including IT and OT technologies
• ISO CAT I Vibration Analyst 18436 certifcation or higher
• Understanding of industrial assets such as motors, fans, pumps, compressors and related equipment as as production processes and maintenance preferably in Cement, Mining, Steel, Pulp & Paper, Chemical and FOdd & Packaging industries
• Comprehensive technical knowledge in the industrial domain
• Knowledge of machine maintenance
• Experience in
  • Applying data acquisition and processing technologies such as sensors and measurement systems in industrial environments
  • Customer delivery projects and customer management
  • Leading statement-of-work definition with customers
  • Customer compalint and reclamation management
  • Customer negotiations related to the above
  • Communication system deployment
  • Deploying on-premises and cloud-based information and communication technology (ICT) solutions
  • Providing customer services before and during deployment projects
  • Applying condition monitoring technologies to industrial assets and IT environments
• Abilty to communicate with customers and partners about condition monitoring solutions including products, services, digital services and training
• Experience in project management, working in multidisciplinary project teams and collaborating with regional and international teams is desirable
• Very good analytical, conceptual and problem solving skills
• Team player with high intercultural sensitivity and experience working globally across diverse cultures
• Strong proficiency in MS Office tools including Excel, Powerpoint and Teams
• Strong IT knowledge such as IP network administration
• Excellent command and communication in English
• Knowledge of other Asian languages is desirable