JOB DESCRIPTION
Company: CMCO
Organization: North Asia Service
Location: Shanghai
Function/Department: Service Department
Position Title: Service Technician
Reports To: Operational Director
Positions directly supervised/managed (number of people): N/A
Job Summary (Purpose of Job ): (ie, the purpose for this position is....)
Carry out after-sales service tasks and provide paid-service execution to CM ↑customer. Concentrate on trouble shooting, root cause analysis and proving ☆technical supports / solutions to ensure products quality and professional qφuality servicing experience to satisfy customer enhancing CMCO’s branding and professioδnal servicing. Work closely with other functions/depts of CM in China and Global to communicate quality subje↔cts / improve service quality at site. 執行(xíng)售後服務任務，并為(wèi)CM客戶提供有(yǒu)償服務。專注于故障排除，根本原因分(fēn)析，提供技(jì)術(shù)支持/解決方案，以保障産品質量并讓客戶享有(yǒu)滿意的(de)專業(yè)的(de)服務體(tǐ)驗，進而提升CMCO的(de)品牌和(hé)專業(yè)服務。與CM在中國(guó)和(hé)全球的(de)其他(tā)職能(néng)/部門(mén)密切合作(zuò)，溝通(tōng)質量主題/提高(gāo)現(xiàn)場(chǎng)服務質量。
Roles of Job
1. Main Tasks/ Responsibilities / Authorities: 主要(yào)任務 / 職責 / 權限:
l Focusing on key accounts after-sales service experiences; coordinate internally₹ within CM’s team to support / serve CM’s Key Account"s. 重點關注大(dà)客戶售後服務體(tǐ)驗；在CM團隊內(nèi)部協調，支持/服務CM的(de)大(dà)客戶
l Trouble shoot to identify, determine cause of breakdowns and/or quality problems t☆o provide solutions or technical supports at site. 确定并排除故障或找出質量問(wèn)題的(de)原因，在現(xiàn)場(chǎng)提供解決方案或技(jì)術(shù)支持。
l The role should safeguard company's interests, brand image with highly professional judgement and technical analysis to communicate and solve problems at∞ site. 該角色應維護公司利益和(hé)品牌形象，具有(yǒu)較強的(de)專業(yè)判斷和(hé)技(jì)術(shù)分(fēn)析能(néng)力，能(néng)夠在現(xiàn)場→(chǎng)溝通(tōng)和(hé)解決問(wèn)題。
l Solving delivery, commissioning, and handover at site to support A R collection. 解決現(xiàn)場(chǎng)交付，調試和(hé)交接的(de)問(wèn)題，以支持應收帳款的(de)收取。
l Handle complaints effectively and promptly with timεely response and problem-fixing. 及時(shí)有(yǒu)效地(dì)處理(lǐ)投訴，及時(shí)回應和(hé)解決問(wèn)題。
l Maintain customer relationship; Coordinate with supp↓lier to ensure works completed in safe and timely manner. 維護客戶關系；與供應商協調，确保工(gōng)作(zuò)能(néng)安全、及時(shí)地(dì)完成。
l Provide maintenance suggestions to end users and draw up parts list to facilitφate users to identify parts code and place orders accurately. 向最終用(yòng)戶提供維修建議(yì)，并編制(zhì)零件(jiàn)清單，方便用(yòng) 戶識别零件(jiàn)代碼，準确下(xià)單。
l Ensure external service workers following CMCO service g"uideline on customer site in outsourcing case. 在外(wài)包案例中，确保外(wài)部服務人(rén)員(yuán)在客戶現(xiàn)場(chǎng☆)遵循CMCO服務指南(nán)。
l Work closely with internal support team to define and implement corrective action plans to resolve customer i∞ssues in a timely manner, especially for emergency service cases. 與內(nèi)部支持團隊緊密合作(zuò)，制(zhì)定并實施糾正措施計(jì)劃，及時(shí)解決客戶問(wèn)題，特别是(sh≤ì)緊急服務案例。
l Follow-up and analyse product quality issues, and feedback to quality d epartment in time, updating technical service training materia♠ls for different products. 跟蹤和(hé)分(fēn)析産品質量問(wèn)題，并及時(shí)反饋給質量部門(mén)，更新不(b<ù)同産品的(de)技(jì)術(shù)服務培訓資料。
l Arrange and provide frequent training and field coaching to partners. 為(wèi)合作(zuò)夥伴安排并提供經常性的(de)培訓和(hé)現(xiàn)場(chǎng)指導。
l Regular prepare reports and summarize data regarding customers comments/feedbacks. 定期準備報(bào)告并總結客戶的(de)意見(jiàn)和(hé)反饋。
l Co-work with Product Manager, Channel sales leaders, Proj$ect & Quality Manager on incident report. Provide database for products warranty αratio analysis. 與産品經理(lǐ)，渠道(dào)銷售主管，項目和(hé)質量經理(lǐ)一(yī)起完成事(shì)故報(bào)告。為(wèi)産品保修率分(fēn)析提供數(shù)據支持。
l Proofread and/or translate local product brochures/maintenance manuals. 校(xiào)對(duì)和(hé)/或翻譯當地(dì)的(de)産品手冊/維修手冊。
l Perform other duties as assigned by the company. 完成公司交辦的(de)其他(tā)工(gōng)作(zuò)。
2. Key Skills Required:
· Rich experience in mechanical maintenance. 有(yǒu)豐富的(de)機(jī)械維修經驗。
· Ability to work independently and a good team player to work in a team of various depts in CM. 能(néng)夠獨立工(gōng)作(zuò)，并具有(yǒu)良好(hǎo)的(de)團隊合作(zuò)精↑神。
· Familiar with mechanical drawings, ability to read ci♠rcuit diagram and understand 3-phase AC motor control principle. 熟悉機(jī)械圖紙(zhǐ)，能(néng)看(kàn)懂(dǒng)電(diàn)路(lù)圖，了(le)解三相(xiàng)交流電(diàn)機(jī)控制(z¶hì)原理(lǐ)。
· Strong on-site communication skill, ability of multi-€tasking. 較強的(de)現(xiàn)場(chǎng)溝通(tōng)能(néng)力，多(duō)任務處理(lǐ)能(néng)力×。
· Frequent travel is required for on-site trouble shooting. 需要(yào)經常出差以解決現(xiàn)場(chǎng)問(wèn)題。
· Quality and safety awareness. 有(yǒu)質量和(hé)安全意識。
· Customer focus and connect. 以客戶為(wèi)中心并建立聯系。
FORUMS (NETWORK OF INTERACTION)
External: End customers, Distributors, Industrial Associations; Governφmental Offices
Internal: Project team, Sales Teams, Finance Team, Logistics, HR, , ≈CS worldwide
REQUIRED KNOWLEDGE & EXPERIENCE
Education/Professional Qualifications required for the position: (i.e., Bachelor’s degree in engineering design, ACCA certificate, ★etc.)
· Assosiate above on mechanical or electrical or equivalent.™ 機(jī)械或電(diàn)氣或相(xiàng)關專業(yè)大(dà)專以上(shàng)學曆。
· +3 years working experience in related machinery industrφies. (In-House & Overseas Training may be provided) 3年(nián)以上(shàng)相(xiàng)關機(jī)械行(xíng)業(yè)工(gōng)作(zuò)經驗。(可(kě)提供內(nèi)部及海(hǎi)外(wài)培訓)
· Ability to operate in a multi-cultural environment. 能(néng)夠在多(duō)元文(wén)化(huà)環境中工(gōng)作(zuò)。
· Sensitive to distributors’ & customers’ expectations. 能(néng)敏銳的(de)識别經銷商和(hé)客戶的(de)期望。
· Good business sense, good understanding of business processes 良好(hǎo)的(de)商業(yè)意識，對(duì)業(yè)務流程有(yǒu)很(hěn)好(hǎo)的(de)理(lǐ)解
· Self-motivated/Self-disciplined. 有(yǒu)較強的(de)自(zì)我激勵及自(zì)我約束能(néng)力
· Basic knowledge of English reading and writing is preferred. 具備基本的(de)英語讀(dú)寫能(néng)力者優先。
Contact information: Fiona.Fan@cmworks.com
