职位描述
职位职能:
??售前/售后技术支持工程师??咨询热线/呼叫中心服务人员
职位描述:
ESSENTIAL DUTIES AND RESPONSIBILITIES
The incumbent will also be responsible for, but not limiting to the following duties:
? Respond customer calls and assess customer requirement and determine the most cost effective way to resolve a customer problem
? Exercise judgment within procedures and practices to determine a resolution at optimal fix rate to achieve efficiency
? Interface with service engineers and coordination resources to arrange field engineer dispatching in order to resolve customer problem on a timely manner
? Monitor and collect customer complaint data in order to enhance customer satisfaction
? Analyze Call Center issues, escalate to field service managers for prompt actions
? Maintain customer call records and process to meet service and quality system requirement
? Recommends changes on call procedures, field service and training, etc.
? Fulfill region service job during turning the role between FSE and Call center agent
? Provide professional service training to engineers and customers
? Provide data of instrument performance to internal and external engineers
This deｓcription is a summary of principle responsibilities and is not intended to include all duties, which may be assigned.
WORKING RELATIONSHIPS AND CONTACTS:
? External contacts for this position include dealers, suppliers and vendors. Customers may include hospitals, laboratories, institutes, factories and universities
? Internal contacts include US Technical Supports, Sales, Marketing, CAS and Finance, all CTS department staff members as well as other service support administrator staff
SUPERVISION RECEIVED AND GIVEN:
The incumbent of this position is responsible for his/her own work. Only new work is reviewed before issue, all other work is handled independently, reporting status to managers/supervisor. Some work requires analysis and use of initiative and independent judgment, but most assignments are specific and well defined.
ESSENTIAL EDUCATION AND COMPETENCY:
Three years working experience and related education background is preferred. Being experienced in the customer service is preferred
This position also requires:
? A highly motivated individual who is willing to take on new challenges and leading to ensure successful operation of the Call Center in Shanghai
? Knowledge of China service strategy and dealers\39; operation
? Open to change and improvement
? Excellence communication, negotiation, teamwork and people skills
? Field technical and products knowledge
? Good analytical and process oriented skills
? Capable of dealing with conflicts (internal, external) and turn conflicts into opportunity for improvement
? Good computer skill on Words, PowerPoint and Excel
? Excellent English skills in speaking, reading and writing
