售后服务支持岗位职责

一、 岗位概述
本职位是售后服务部门的运营核心，不仅要处理客户请求，更要全面负责全国服务网络的物料与人员协调。作为连接客户、现场工程师、部门领导及采购部的关键枢纽，确保服务物料及时供应、工程师调度高效，从而保障全国范围内的售后服务质量与效率。
二、 主要职责
1. 客户服务与工单处理：
61 接听热线，处理客户咨询、故障报修，进行远程初步指导。
61 记录、分类并派发服务工单，跟踪直至关闭。
2. 采购与物料管理：
61 接收与审核： 接收全国各区域服务工程师提出的物料和备件采购申请。
61 制单与提报： 准确、规范地准备《物料采购需求单》，明确物料规格、数量、用途及需求紧急程度，提交部门领导审核签字。
61 订单跟踪： 将已审批的需求单递交采购部，并全程追踪采购订单的执行进度，包括供应商确认、生产、发货及到货时间，并及时向工程师或部门领导反馈。
61 订单登记： 独立完成客户服务部接收到的销售订单（如耗材、设备）所对应的物料采购工作，确保内部需求与外部采购无缝衔接。
3. 服务工程师动态管理：
61 人员动态跟踪： 建立并维护全国服务工程师的《人员动态表》，实时掌握每位工程师的位置、工作状态（如在途、服务中、休假）、任务排期。
61 高效调度支持： 依据人员动态，协助部门领导进行智能化的任务分配与调度，优化差旅路线，提升团队响应速度和工作效率。
4. 文档与仓储管理：
61 管理客户服务档案、设备档案及服务报告。
61 管理售后备件库，记录库存动态。
三、 任职要求与资格
1. 硬性要求
61 学历与专业： 本科及以上学历，供应链管理、物流管理、工商管理、机械、环境工程等相关专业优先。
61 经验：
o 至少1-2年客服、行政、采购助理、计划员或相关岗位工作经验。
o 必须具备在流程化制造或服务型企业的工作经验，熟悉“申请-审批-采购-跟单-入库”流程。
o 有水处理或相关设备行业经验者优先考虑。
61 技能：
o 精通Excel： 必须能熟练使用Excel进行数据整理、制作跟踪报表（如采购进度表、人员动态表），会使用常用函数（如VLOOKUP, IF）和数据透视表者优先。
o 系统能力： 熟练操作CRM、ERP系统。具备使用ERP系统（如SAP、用友、金蝶）处理采购订单和库存管理模块的经验将是重大加分项。
o 沟通能力： 出色的跨部门沟通能力，能清晰、专业地与工程师、部门领导及采购部同事协同工作。
2. 软性要求
61 极致细心与准确性： 采购单和人员动态信息的处理要求零误差，必须具备极强的责任心和核对习惯。
61 多任务与并行处理能力： 能够同时处理来自电话、邮件、系统等多个渠道的采购需求、人员状态更新和客户咨询，且忙而不乱。
61 主动性与跟催能力： 不再是被动等待，需要主动追踪采购进度和工程师反馈，确保各个环节按时推进。
61 强大的抗压与协调能力： 面对紧急物料需求、工程师调度冲突等多方压力时，能保持冷静，有效沟通协调，找到解决方案。
61 全局观念： 能够理解全国服务业务的整体运作，并从优化全局效率的角度思考和处理问题。
3. 优先考虑条件（加分项）
61 对水处理设备常用备件和耗材（滤芯、膜元件、阀门、泵等）有基本了解。
61 有使用项目管理或团队协作工具（如Jira, Asana, 飞书, 钉钉项目）的经验。
61 优秀的书面表达能力，能撰写清晰的工作流程和报告。

Water Treatment After-Sales Service Support Specialist - Job Requirements Qualifications
I. Job Summary
This position is the operational core of the After-Sales Service department, responsible not only fhandling customer requests but also fthe comprehensive coordination of materials personnel within the national service network. Acting as a critical link between customers, field service engineers, department management, the Procurement department, this role ensures the timely supply of service materials efficient scheduling of engineers, thereby guaranteeing the quality efficiency of after-sales services across the country.
II. Key Responsibilities
1. Customer Service & Workder Management:
61 Answer service hotline calls, handle customer inquiries, troubleshoot issues, provide initial remote guidance.
61 Log, categorize, dispatch service workders, track them through to completion.
2. Procurement & Material Management :
61 Receive & Review: Process material spare part purchase requests from field service engineers across the country.
61 Preparation & Submission: Accurately prepare the Material Procurement Request Form, specifying part numbers, quantities, purpose, urgency, submit it to the department head freview approval.
61 Order Tracking: Submit approved requests to the Procurement Department track the progress of purchaseders throughout the entire process (supplier confirmation, production, shipping, ETA), providing timely updates to engineers management.
61 Order Registration: Perform procurement activities corresponding to salesders (e.g., fconsumables, equipment) received by the Customer Service department, ensuring seamless alignment between internal needs external purchasing.
3. Service Engineer Dynamic Management :
61 Personnel Tracking: Maintain a real-time "Engineer Deployment Board" to track each national service engineers location, status (e.g., traveling, on-site, on leave), task schedule.
61 Efficient Dispatch Support: Utilize deployment status to assist department management in intelligent task assignment scheduling, optimizing travel routes improving team responsiveness efficiency.
4. Documentation & Inventory Management:
61 Manage customer service records, equipment files, service reports.
61 Manage the after-sales spare parts inventory, recording stock movements.
III. Job Requirements & Qualifications
1. Hard Requirements
61 Education & Major: Bachelors degree above. A degree in Supply Chain Management, Logistics, Business Administration, Mechanical Engineering, Environmental Engineering, a related field is preferred.
61 Experience:
o Minimum of 1-2 years of experience in customer service, administration, procurement assistance, planning, a related role.
o Must have experience in a process-oriented manufacturing service company, familiar with the "Request - Approval - Purchase -der Follow-up - Receiving" workflow.
o Experience in the water treatment related equipment industry is a significant advantage.
61 Skills:
o Proficient in Excel: Must be skilled in using Excel fdata management creating tracking reports (e.g., procurement status, personnel deployment). Experience with functions (e.g., VLOOKUP, IF) PivotTables is preferred.
o System Proficiency: Proficient in using CRM ERP systems. Experience using an ERP system (e.g., SAP, Yonyou, Kingdee) fpurchaseders inventory management is a majplus.
o Communication Skills: Excellent cross-departmental communication skills, with the ability to collaborate clearly professionally with engineers, management, the procurement team.
2. Soft Requirements
61 Meticulous Attention to Detail & Accuracy: Handling procurement forms personnel data requires zero errors. Must possess a strong sense of responsibility a habit of double-checking.
61 Multitasking & Parallel Processing: Ability to handle purchase requests, personnel updates, customer inquiries from multiple channels (phone, email, system) simultaneously, maintainingganization under pressure.
61 Proactive & Follow-up Skills:
Must be proactive in tracking procurement progress engineer feedback, ensuring all process stages advance on schedule.
61 Strong Stress Tolerance & Coordination:
Ability to remain calm communicate effectively to find solutions under pressure from urgent material requests, scheduling conflicts, etc.
61 Big-Picture Thinking:
Ability to understthe overall operation of the national service business approach tasks with the goal of optimizing global efficiency.
3. Preferred Qualifications (Advantageous)
61 Basic knowledge of common water treatment spare parts consumables (filters, membrane elements, valves, pumps, etc.).
61 Experience with project management team collaboration tools (e.g., Jira, Asana, Feishu, DingTalk Projects).
61 Excellent written communication skills, with the ability to draft clear procedures reports.

岗位要求：

1.本科以上学历，电气/机电一体化/自动化专业；

2.学习能力强，有较好的逻辑思维能力，沟通及适应能力强；

3.适应短期频繁出差；

岗位职责：

1.为华中区域：吉安、梅州、信丰（赣州）、萍乡、遂川（万安），桂林区域的客户提供技术支持和售后服务，完成各项工作记录和报告；

2.销售公司设备相关机械配件 ；

3.与客户进行良好的沟通交流，接收和处理客户投诉并向相关部门反馈；

薪资=基本工资+月度绩效奖金+出差补贴+交通补贴+五险一金
各区域提供办事处及宿舍

壁挂炉售后服务支持
岗位职责：
1、客户技术问题响应与解决：快速响应解决客户在产品安装、调试、使用中遇到的技术问题。分析原因，提出流程改善方案，减少同类问题复发。
2、跨部门协同与流程优化：负责拉通研发、生产、品质、供应链等内部价值链，协同解决业务中复杂的技术和交付问题。
3、技术培训与支持服务：为客户、经销商及内部销售团队提供产品知识、安装规范、故障诊断等技术培训。编写和更新技术文档、培训手册及常见问题解答库。
4、按需出差，上门解决壁挂炉产品及系统的疑难杂症。
任职资格：
1、本科以上学历，暖通、热能工程、机械自动化等相关工科专业。
2、2年以上燃气售后服务或同类暖通产品技术支持、研发或质量管理等工作经验。
3、精通壁挂炉的工作原理、结构、控制系统及常见故障诊断方法。
4、能承受一定的工作压力，适应全国出差。
工作地点：安徽省芜湖市