职位描述:

职能概述
提供专业、安全的维修服务以提高客户满意度并促进公司销售
职责描述
1. 提供及时专业化的现场维修服务达到客户满意.
2. 遵守操作规程以达到安全、优质的客户服务
3. 与客户积极交流解决客户存在的技术问题保持客户设备运行正常.
4. 提供故障分析报告等书面文件给主管审核备案或供索赔组索赔证据.
5. 根据故障情况查阅所需零件、提供订单给主管以达到正确及时订购零件.
工作关系
公司内部关系
零件柜台销售
工具管理员
服务团队
公司外部关系
客户
素质和技能
基本素质
有坚实的设备原理、结构理论知识，具有独立判断故障能力
良好的客户沟通技巧
有团队合作、吃苦耐劳精神
能够主动自觉热情的工作
能够阅读英文维修资料
优先条件
有维修CAT产品经验的优先
资格与经验
中专、技校以上学历机械或发动机类专业
有3年以上现场维修经验，能够独立分析故障并提供维修方案
Principal Function
Provide professional and safe repair service to meet customer satisfaction and promote company selling.
Principal Accountabilities
Provide customer with timely and professional field service to meet customer satisfaction
2. Follow standard operation procedures to supply safe and excellent customer service
3. Communicate actively on technical problems raised by customers to assure his machine’s normal operation
4. Provide failure analysis report, etc. paperwork documentation in a complete and timely manner on a daily/job basis for supervisor’s audit record or as evidence for warranty team’s work
5. Search needing parts per failure deerrorscription, provide parts order list to supervisor for timely and correct parts ordering.
Working Relationships
Internal Relationship
Parts Department: Counter
Service Tools Keeper
External Relationship
Customer
Competencies and Skills
Essential Criteria
Strong equipment theory, structural knowledge and independent troubleshooting ability
Excellent communication skills with customers
With team work spirit, be able to work under hard environment and high pressure
Self-promoted and have passion for work
Be able to understand English repair document
Preferred Criteria
CAT product repair experience is a plus.
Qualifications and Experiences
Technical school diploma or equivalent, major in machinery or engine.
At least 3 years field service experience, can analyze failure and provide repair solution independently.