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 quality servicing experience to satisfy customer enhancing CMCO’s branding and professional servicing. Work closely with other functions/depts of CM in China and Global to communicate quality subjects / improve service quality at site.  執(zhí)行售后服務任務，并為CM客戶提供有償服務。專注于故障排除，根本原因分析，提供技術支持/解決方案，以保障產(chǎn)品質量并讓客戶享有滿意的專業(yè)的服務體驗，進而提升CMCO的品牌和專業(yè)服務。與CM在中國和全球的其他職能/部門密切合作，溝通質量主題/提高現(xiàn)場服務質量。

Roles of Job

1. Main Tasks/ Responsibilities / Authorities: 主要任務 / 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 Accounts. 重點關注大客戶售后服務體驗；在CM團隊內(nèi)部協(xié)調(diào)，支持/服務CM的大客戶

l  Trouble shoot to identify, determine cause of breakdowns and/or quality problems to provide solutions or technical supports at site. 確定并排除故障或找出質量問題的原因，在現(xiàn)場提供解決方案或技術支持。

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品牌形象，具有較強的專業(yè)判斷和技術分析能力，能夠在現(xiàn)場溝通和解決問題。

l  Solving delivery, commissioning, and handover at site to support AR collection. 解決現(xiàn)場交付，調(diào)試和交接的問題，以支持應收帳款的收取。

l  Handle complaints effectively and promptly with timely response and problem-fixing. 及時有效地處理投訴，及時回應和解決問題。

l  Maintain customer relationship; Coordinate with supplier to ensure works completed in safe and timely manner. 維護客戶關系；與供應商協(xié)調(diào)，確保工作能安全、及時地完成。

l  Provide maintenance suggestions to end users and draw up parts list to facilitate users to identify parts code and place orders accurately. 向最終用戶提供維修建議，并編制零件清單，方便用戶識別零件代碼，準確下單。

l  Ensure external service workers following CMCO service guideline on customer site in outsourcing case. 在外包案例中，確保外部服務人員在客戶現(xiàn)場遵循CMCO服務指南。

l  Work closely with internal support team to define and implement corrective action plans to resolve customer issues in a timely manner, especially for emergency service cases. 與內(nèi)部支持團隊緊密合作，制定并實施糾正措施計劃，及時解決客戶問題，特別是緊急服務案例。

l  Follow-up and analyse product quality issues, and feedback to quality department in time, updating technical service training materials for different products. 跟蹤和分析產(chǎn)品質量問題，并及時反饋給質量部門，更新不同產(chǎn)品的技術服務培訓資料。

l  Arrange and provide frequent training and field coaching to partners. 為合作伙伴安排并提供經(jīng)常性的培訓和現(xiàn)場指導。

l  Regular prepare reports and summarize data regarding customers comments/feedbacks. 定期準備報告并總結客戶的意見和反饋。

l  Co-work with Product Manager, Channel sales leaders, Project & Quality Manager on incident report. Provide database for products warranty ratio analysis. 與產(chǎn)品經(jīng)理，渠道銷售主管，項目和質量經(jīng)理一起完成事故報告。為產(chǎn)品保修率分析提供數(shù)據(jù)支持。

l  Proofread and/or translate local product brochures/maintenance manuals. 校對和/或翻譯當?shù)氐漠a(chǎn)品手冊/維修手冊。

l  Perform other duties as assigned by the company. 完成公司交辦的其他工作。

2. Key Skills Required:

·       Rich experience in mechanical maintenance. 有豐富的機械維修經(jīng)驗。

·       Ability to work independently and a good team player to work in a team of various depts in CM. 能夠獨立工作，并具有良好的團隊合作精神。

·       Familiar with mechanical drawings, ability to read circuit diagram and understand 3-phase AC motor control principle. 熟悉機械圖紙，能看懂電路圖，了解三相交流電機控制原理。

·       Strong on-site communication skill, ability of multi-tasking. 較強的現(xiàn)場溝通能力，多任務處理能力。

·       Frequent travel is required for on-site trouble shooting. 需要經(jīng)常出差以解決現(xiàn)場問題。

·       Quality and safety awareness. 有質量和安全意識。

·       Customer focus and connect. 以客戶為中心并建立聯(lián)系。

FORUMS (NETWORK OF INTERACTION)

External: End customers, Distributors, Industrial Associations; Governmental 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. 機械或電氣或相關專業(yè)大專以上學歷。

·       +3 years working experience in related machinery industries. (In-House & Overseas Training may be provided) 3年以上相關機械行業(yè)工作經(jīng)驗。(可提供內(nèi)部及海外培訓)

·       Ability to operate in a multi-cultural environment. 能夠在多元文化環(huán)境中工作。

·       Sensitive to distributors’ & customers’ expectations. 能敏銳的識別經(jīng)銷商和客戶的期望。

·       Good business sense, good understanding of business processes 良好的商業(yè)意識，對業(yè)務流程有很好的理解

·       Self-motivated/Self-disciplined. 有較強的自我激勵及自我約束能力

·       Basic knowledge of English reading and writing is preferred. 具備基本的英語讀寫能力者優(yōu)先。

Contact information:  Fiona.Fan@cmworks.com