Position Summary:
支持服务团队完成质保事项的处理，处理客户投诉，分析质量问题产生的原因，跨部门协作给出解决方案，提高客户满意度。
To support the service team to handle warranty issues, including dealing with customer complaints, analyzing root cause and leading cross-function team to to provide solutions to improve customer satisfaction.
Duties and Responsibilities:
1.负责处理客户的质量投诉，主导质量问题产生的原因分析； Responsible for handling customer warranty complaints and taking a leadship in root causes analysis.
2.根据客户反馈的质量问题，跨部门协作以向客户提供解决方案；
Lead cross-function team to provide solutions to customers.
3.界定质量问题的责任方，向责任方，如国外工厂或外部供应商等进行索赔；
Define the responsible party for quality issues and make claims to responsible party, like intercompany factories or suppliers.
4.跟踪产品返厂维修的进度，协调维修产品的发运；
Follow up repairing progress of returning products and coordinate delivery.
5.提出质保内的现场服务的派工需求，跟进现场服务工作的落实，并对现场服务进行客户回访；
Raise the dispatching request of on-site service within warraty period, follow up the implemantation of on-site service, and conduct customer follow-up visits for on-site service.
6.协调、跟进和解释客户8D报告；
Coordinate, follow up and interpret customer 8D reports.
7.根据解决方案提供报价支持；
Provide quotation support according to the solution, and coordinate payment with relevant departments.
8.汇总质保问题，定期和工厂对接沟通，提升产品质量；
Summarize warranty issues, communicate with the factory regularly, and improve product quality.
9.领导交办的其他事项。
Other related work assigned by department head.
Knowledge, Skills and Abilities:
1.了解机械设备的基本知识；
Have basic knowledge of machinery.
2.良好的沟通和协调能力，有亲和力，良好的英语听说读写能力；
Good ability of communication, coordination and appetency. Good command of English listening, speaking, reading and writing.
3.熟练使用MS Word/Excel/PPT等办公软件；
Proficient in office software (MS Word, Excel and PPT etc.).
4.诚实守信。
A strong sense of professional integrity.
Qualifications, Training, and Experience:
1.大学本科以上学历，机械行业背景，有真空相关知识者优先；
Bachelor degree or above, machinery industry background, vacuum knowledge is preferred.
2.2年以上售后质量或质保从业经验。
2 years of customer service working experience is preferred.