Description

• Accountable for providing assistance to frontliners in answering customer inquiries on digital products/tools glitches.
• Accountable for developing workplan and execute prioritized digital products/tools enhancement initiatives.
• Responsible for coordinating with CAT on digital products/tools enhancement (both originated by CAT or requested by Trakindo).
• Responsible for coordinating with Trakindo D&IT technical team on digital products/tools development/enhancement.
• Responsible for preparing and conducting periodic training for internal stakeholders on digital products/tools knowledge for productivity digital products/tools cluster.
• Responsible for managing support tools repository for productivity digital products/tools cluster.
• Accountable for providing assistance to frontliners in answering customer inquiries on digital products/tools advance features and product limitation.
• Accountable for translating enhancement/development requirements into actionable enhancement backlog.
• Accountable for validating enhancement/development requirements at specific product/tool level.
• Accountable for gathering data (inc. user feedback) and track metrics related to productivity digital products/tools' technical reliability to ensure user experience meet expectations.
• Accountable for regularly monitoring and ensuring digital performance metrics (e.g., adoption, usage, and revenue) for each products/tools (productivity digital products/tools cluster) meet targets.
• Responsible for ensuring that data used to measure digital performance metrics (e.g., adoption, usage, and revenue) are correct.
• Responsible for setting sub-segment criteria and identify customers to target/prioritize based on sub-segment attractiveness (with input from internal analytics and CAT) for productivity digital products/tools cluster.
• Accountable and responsible for obtaining regular update from CAT on future digital product/tool enhancements for productivity digital products/tools cluster.
• Accountable for gathering and analyzing baseline performance data for digital metrics (e.g., adoption and usage) of productivity digital products/tools cluster including (but not limited to): CAT Condition Monitoring Tools - CAT Foresight, CWMS, Tech T.
• Accountable and responsible for consolidating baseline performance data and identifying growth opportunity areas for productivity digital products/tools cluster.
• Accountable and responsible for assessing productivity digital products/tools' technical and business readiness prior to defining solution set.
• Responsible for determining and prioritizing enhancement/development from backlog (with regards to alignment with ambition/solution set, impact, urgency, ease of implementation).