Service Manager

Responsibilities

• Establish a comprehensive internal communication mechanism and collaboration process within the team, reasonably allocate team work tasks, coordinate cross-regional and XFN (e.g., R&D, production, sales) resources, ensure the efficient advancement of after-sales services, and resolve major issues and bottlenecks encountered in team work.
• Establish and continuously optimize the after-sales service process for warehousing robots, including full-process standards such as customer fault reporting response, on-site/remote technical support, equipment repair and replacement, spare parts management, service quality tracking, etc., clarify the timeliness requirements for each link, and ensure service standardization and standardization.
• Regularly analyze after-sales service data (such as distribution of fault types, resolution duration, reasons for customer complaints, etc.), identify weak links in the service process, propose targeted improvement plans and drive their implementation, and continuously improve the quality and efficiency of after-sales services.
• As the core POC for after-sales services, respond promptly to major customer complaints and urgent needs, coordinate resources to quickly resolve issues, prevent a decline in customer satisfaction and the spread of negative word-of-mouth, and ensure the closed-loop rate of customer issues
• Regularly organize customer follow-ups (such as monthly phone follow-ups and quarterly on-site visits) to understand customers' satisfaction with the use of warehousing robot equipment and after-sales services, collect customer needs and suggestions, and promptly feed them back to the company's R&D, sales, and other departments to provide a basis for product optimization and market strategy adjustment.
• Lead the negotiation and signing of the customer after-sales services agreement, clarify the scope of services, service standards, fee collection methods, etc., ensure that the agreement terms are reasonable and in line with the company's interests, while meeting the customer's personalized service needs, and improve the customer contract renewal rate.
• Organize the compilation of the Knowledge Base for after-sales services of warehousing robots, including equipment troubleshooting manuals, maintenance operation guides, frequently asked questions (FAQ), and other materials, and update them regularly to ensure that team members and customers can quickly access professional technical information and improve the efficiency of problem-solving.

Qualifications

• Bachelor's degree or above, with majors in automation, mechanical engineering, electrical engineering and its automation, robotics engineering, and other related fields preferred.
• With [more than 5 years] of experience in after-sales services in the field of industrial automation equipment or robotics, including at least [more than 2 years] of experience in managing after-sales service teams.
• Those with experience in after-sales services for warehousing robots (such as AGV, AMR) and logistics automation equipment are preferred, and should be familiar with the working principles, structural components, common faults, and maintenance processes of warehousing robots.
• Proficient in the technical principles of warehousing robots or related automated equipment, able to independently resolve complex technical faults, and possess strong technical analysis and problem-solving capabilities
• Familiar with the establishment and operational management of after-sales service systems, proficient in methods and tools for spare parts management, service process optimization, and customer satisfaction improvement (such as CRM systems and after-sales service management software)
• English can be used as a working language