JOB DESCRIPTION
Company: CMCO
Organization: North Asia Service
Location: Shanghai
Function/Department: Service Department
Position Title: Service Technician
Reports To: Operational Director
Positions directly supervised/managed (number of people): N/A
Job Summary (Purpose of Job ): (ie, the purpose for this position is....)
Carry out after-sales service tasks and provide paid-service execution to CM customer. Concentrate on trouble shooting, root cause analysis and proving technical supports / solutions to ensure products quality and professional quality servicing experience to satisfy customer enhancing CMCO’s branding and professional servicing. Work closely with other functions/depts of CM in China and Global to communicate quality subjects / improve service quality at site. 执行售后服务任务，并为CM客户提供有偿服务。专注于故障排除，根本原因分析，提供技术支持/解决方案，以保障产品质量并让客户享有满意的专业的服务体验，进而提升CMCO的品牌和专业服务。与CM在中国和全球的其他职能/部门密切合作，沟通质量主题/提高现场服务质量。
Roles of Job
1. Main Tasks/ Responsibilities / Authorities: 主要任务 / 职责 / 权限:
l Focusing on key accounts after-sales service experiences; coordinate internally within CM’s team to support / serve CM’s Key Accounts. 重点关注大客户售后服务体验；在CM团队内部协调，支持/服务CM的大客户
l Trouble shoot to identify, determine cause of breakdowns and/or quality problems to provide solutions or technical supports at site. 确定并排除故障或找出质量问题的原因，在现场提供解决方案或技术支持。
l The role should safeguard company's interests, brand image with highly professional judgement and technical analysis to communicate and solve problems at site. 该角色应维护公司利益和品牌形象，具有较强的专业判断和技术分析能力，能够在现场沟通和解决问题。
l Solving delivery, commissioning, and handover at site to support AR collection. 解决现场交付，调试和交接的问题，以支持应收帐款的收取。
l Handle complaints effectively and promptly with timely response and problem-fixing. 及时有效地处理投诉，及时回应和解决问题。
l Maintain customer relationship; Coordinate with supplier to ensure works completed in safe and timely manner. 维护客户关系；与供应商协调，确保工作能安全、及时地完成。
l Provide maintenance suggestions to end users and draw up parts list to facilitate users to identify parts code and place orders accurately. 向最终用户提供维修建议，并编制零件清单，方便用户识别零件代码，准确下单。
l Ensure external service workers following CMCO service guideline on customer site in outsourcing case. 在外包案例中，确保外部服务人员在客户现场遵循CMCO服务指南。
l Work closely with internal support team to define and implement corrective action plans to resolve customer issues in a timely manner, especially for emergency service cases. 与内部支持团队紧密合作，制定并实施纠正措施计划，及时解决客户问题，特别是紧急服务案例。
l Follow-up and analyse product quality issues, and feedback to quality department in time, updating technical service training materials for different products. 跟踪和分析产品质量问题，并及时反馈给质量部门，更新不同产品的技术服务培训资料。
l Arrange and provide frequent training and field coaching to partners. 为合作伙伴安排并提供经常性的培训和现场指导。
l Regular prepare reports and summarize data regarding customers comments/feedbacks. 定期准备报告并总结客户的意见和反馈。
l Co-work with Product Manager, Channel sales leaders, Project & Quality Manager on incident report. Provide database for products warranty ratio analysis. 与产品经理，渠道销售主管，项目和质量经理一起完成事故报告。为产品保修率分析提供数据支持。
l Proofread and/or translate local product brochures/maintenance manuals. 校对和/或翻译当地的产品手册/维修手册。
l Perform other duties as assigned by the company. 完成公司交办的其他工作。
2. Key Skills Required:
· Rich experience in mechanical maintenance. 有丰富的机械维修经验。
· Ability to work independently and a good team player to work in a team of various depts in CM. 能够独立工作，并具有良好的团队合作精神。
· Familiar with mechanical drawings, ability to read circuit diagram and understand 3-phase AC motor control principle. 熟悉机械图纸，能看懂电路图，了解三相交流电机控制原理。
· Strong on-site communication skill, ability of multi-tasking. 较强的现场沟通能力，多任务处理能力。
· Frequent travel is required for on-site trouble shooting. 需要经常出差以解决现场问题。
· Quality and safety awareness. 有质量和安全意识。
· Customer focus and connect. 以客户为中心并建立联系。
FORUMS (NETWORK OF INTERACTION)
External: End customers, Distributors, Industrial Associations; Governmental Offices
Internal: Project team, Sales Teams, Finance Team, Logistics, HR, , CS worldwide
REQUIRED KNOWLEDGE & EXPERIENCE
Education/Professional Qualifications required for the position: (i.e., Bachelor’s degree in engineering design, ACCA certificate, etc.)
· Assosiate above on mechanical or electrical or equivalent. 机械或电气或相关专业大专以上学历。
· +3 years working experience in related machinery industries. (In-House & Overseas Training may be provided) 3年以上相关机械行业工作经验。(可提供内部及海外培训)
· Ability to operate in a multi-cultural environment. 能够在多元文化环境中工作。
· Sensitive to distributors’ & customers’ expectations. 能敏锐的识别经销商和客户的期望。
· Good business sense, good understanding of business processes 良好的商业意识，对业务流程有很好的理解
· Self-motivated/Self-disciplined. 有较强的自我激励及自我约束能力
· Basic knowledge of English reading and writing is preferred. 具备基本的英语读写能力者优先。
Contact information: Fiona.Fan@cmworks.com
