Service Support 售后服务助理 1

3 weeks ago

Wuxi, China Atlas Copco Full time
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Your Role

Mission Statement:

Coordinating hotline, service request and service resources, schedule and update the service reasonable and effective according to the approved process, improve the customer satisfaction, and ensure the sustainable service profitable growth.

协调热线，服务需求和服务资源，根据审批流程，合理有效的计划派工或更新派工，提高客户满意度，并确保服务利润的持续增长。

General Function & Key Objectives:
1.Be responsible for the hotline, effectively forward the service or parts request to areas, and follow up the handling results;

接听热线，将服务需求、备件需求有效传达到区域，并跟进处理结果；

2.Control the "work in process"(WIP), create and close order in SAP & COPS & OPM daily.
关注进行中的订单（WIP），每天在SAP和COPS中创建和完结服务工单，更新运作管理系统（OPM）状态；

3.Assist Area Manager to handle administrative affairs of Wuxi office, workshop and warehouse.

协助区域经理处理无锡办公室、车间、仓库的行政事务。
4.Identify variance and key issues from daily workflow or reporting data, propose suggestions to regional supervisor and manager.
从日常工作或数据分析中，发现差异及问题，汇报区域主管及经理，并能提出建议等；

Primary Responsibilities:
1.Provide back office support for frontline staff, help on hotlines, mails, document chopping, filing etc., keep good communication with internal & external customers, understand their needs, find solutions to improve customer satisfaction.
为一线服务人员提供日常的办公室后勤支持， 如热线、邮件、文件盖章、整理归档等，与内外部客户保持良好沟通，了解需求，寻求各种方案提高客户满意度；
2.Assist area managers, confirm service type, collect the customer, equipment, labor and parts info. needed, processing service requests submitted in OPM in time.
协助区域经理，正确区分服务类型，汇总所需的客户、设备、人工和零件信息，及时处理运作管理系统（OPM）上提交的服务申请；
3.Check credit limit, confirm stock, follow up the delivery schedule, feedback to area supervisors, sales / service engineers and customers.
检查信控额度，确认库存并跟踪货期，及时向区域主管、销售/服务工程师及客户反馈相关信息；
4.To coordinate with logistic team and cargo agency or product company, ensure package and delivery as required.
与物流中心及货运代理或工厂协调，确保包装和发运按要求执行；
5.Maintain customer & equipment master data, ensure all info correctly and completely, keep updating in SAP and MOL etc.
维护客户和设备的主数据，确保各项资料正确和完整，保持SAP、设备在线（MOL）的信息更新；
6.Collect the subcontracted and dealer warranty information, guide it be booked & applied correctly and no delay, help to finish the payment. 
汇总外包外购及代理商保修信息，指导其被正确申请且无延误，完成费用结算；
7.Coordinate with TS、PS team and RDC, help on return & RMA issues.
与技术支持、产品支持团队及物流中心协调，协助退料事宜；
8.Follow up weekly or monthly reports, such as order on hand (not delivered), Labor Report, WIP, KPI figures, etc.
跟进周报月报，如未交付跟踪、工时报告、订单报告、KPI报告等；

9.Update the CHICHO lists of Wuxi workshop weekly, prepare the office supplies purchasing monthly, help to the stock taking of branch warehouse semiannually, assist in meetings and meals accordingly.

定期更新无锡车间维修机器的进出看板，办公物品的采购，分仓盘点，协助相应的会议及餐食安排等；
10.Obey company BCOP and verity approval process before any physical activity.
遵守公司的商业道德行为准则，任何涉及业务的行为都需要得到授权；

To succeed, you will need

General Work Attitude:
1.Customer orientated attitude.
具有以客户为导向的思维和态度
2.Self-motive, learning ability, and strong sense of responsibility;
积极主动，学习能力强，责任感强；
3.Good communication skills and teamwork spirit.
良好的沟通技巧和团队精神

Education and Experience Requirements:
1.College degree and above.
大专以及以上学历；
2.Serivce experience will be preferred. 
有售后服务工作经验的优先。

Language Ability: (English & Mandarin)
1.Basic knowledge of English is preferred
有一定英文基础优先

Training & Skill Development:
1.MS office software
会使用office办公软件

Location:

无锡


 

In return, we offer you

At Atlas Copco we believe in challenging the status, always looking for a better way......

We do not discriminate based on personal characteristics or beliefs such as, for example, age, race, ethnic group, religion, gender, political opinion, marital status, maternal/paternal status, sexual orientation, or national or social origin.
我司招聘不歧视基于个人特征或信仰，例如，年龄、种族、民族、宗教、性别、政治观点、婚姻状况、母亲/父亲地位、性取向、国家或社会出身。

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