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Position Summary: 支持服務團隊完成質保事項的處理，處理客戶投訴，分析質量問題產(chǎn)生的原因，跨部門協(xié)作給出解決方案，提高客戶滿意度。 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.負責處理客戶的質量投訴，主導質量問題產(chǎn)生的原因分析； Responsible for handling customer warranty complaints and taking a leadship in root causes analysis. 2.根據(jù)客戶反饋的質量問題，跨部門協(xié)作以向客戶提供解決方案； Lead cross-function team to provide solutions to customers. 3.界定質量問題的責任方，向責任方，如國外工廠或外部供應商等進行索賠； Define the responsible party for quality issues and make claims to responsible party, like intercompany factories or suppliers. 4.跟蹤產(chǎn)品返廠維修的進度，協(xié)調(diào)維修產(chǎn)品的發(fā)運； Follow up repairing progress of returning products and coordinate delivery. 5.提出質保內(nèi)的現(xiàn)場服務的派工需求，跟進現(xiàn)場服務工作的落實，并對現(xiàn)場服務進行客戶回訪； 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.協(xié)調(diào)、跟進和解釋客戶8D報告； Coordinate, follow up and interpret customer 8D reports. 7.根據(jù)解決方案提供報價支持； Provide quotation support according to the solution, and coordinate payment with relevant departments. 8.匯總質保問題，定期和工廠對接溝通，提升產(chǎn)品質量； Summarize warranty issues, communicate with the factory regularly, and improve product quality. 9.領導交辦的其他事項。 Other related work assigned by department head. Knowledge, Skills and Abilities: 1.了解機械設備的基本知識； Have basic knowledge of machinery. 2.良好的溝通和協(xié)調(diào)能力，有親和力，良好的英語聽說讀寫能力； Good ability of communication, coordination and appetency. Good command of English listening, speaking, reading and writing. 3.熟練使用MS Word/Excel/PPT等辦公軟件； Proficient in office software (MS Word, Excel and PPT etc.). 4.誠實守信。 A strong sense of professional integrity. Qualifications, Training, and Experience: 1.大學本科以上學歷，機械行業(yè)背景，有真空相關知識者優(yōu)先； Bachelor degree or above, machinery industry background, vacuum knowledge is preferred. 2.2年以上售后質量或質保從業(yè)經(jīng)驗。 2 years of customer service working experience is preferred.