|
职位描述/要求：
GENERAL FUNCTION
Provides contractual service and assists customers with problem solving support regarding the Company’s products/applications/solutions. Experience and knowledge in, but not limited to Company products. Provide on-site field service and/or 24-hour over-the-phone or on-site assistance. Conduct site surveys, product/application/system audits, and assist Key Accounts Managers and sales representatives prepare new business proposals. Ensure implementation of the Six Service Standards at all client sites.
REPRESENTATIVE MAJOR ACTIVITIES
1. Support to district sales personnel in the handling of Company program service calls on existing products and services, and assist in the correction problems as appropriate.
2. Participate in design reviews, new application start-ups, and evaluations. Assist in critiquing products for serviceability, performance and reliability. Inter-act with appropriate company resources and work as a team.
3. Ability to assess on-site field problems and operate required testing equipment to return systems to customer conformance.
4. Coordinate and manage replacement parts programs with the individual manufacturing plants to ensure the availability of components as needed.
5. Assist in the preparation of reports detailing technical problems and solutions to initiate necessary corrective product modifications and/or recommended process changes. Document value provided to the customer whenever possible.
6. Assist in the development of troubleshooting service guides and bulletins on existing products. Assume lead role of maintaining troubleshooting guides/bulletins and distribution to departments when required.
7. Qualify, coordinate and monitor outside subcontractor network as required to ensure repair timelines are maintained and customer satisfaction is maintained.
8. Work with other district personnel toward continuous improvement of policies and procedures resulting in increased customer satisfaction.
9. Provide installation resource services on a project request basis necessary to satisfy the needs of the customer. Services may include (but not limited to) field surveys, installation checklists, rollout support services, etc.
10. Provide training to the first-line Account Managers on Company offerings and the resources available to them to assist in answering customer questions.
11. Seek to keep abreast of the latest industry advances through continuous education.
POSITION QUALIFICATIONS
Technical Degree or equivalent education with industry experience helpful. Must have knowledge of and experience in materials, scheduling, inventory, manufacturing and installation processes. Excellent organizational, interpersonal, verbal and written communication skills are essential. BA/BS in a science or technical specialty is preferred.
|
|
