After-sales Service

• In accordance with the after-sales management requirements and authorization scope of the headquarters, and combined with local business realities, participate in establishing and continuously improving local after-sales service processes and work specifications, including service intake, response time limits, repair handling, spare parts management, service records and issue feedback, and drive the implementation of relevant requirements locally.
• Be responsible for the daily maintenance of the local after-sales hotline and related communication channels. Receive after-sales issues raised by customers, distributors and sales teams, accurately record product information, fault symptoms, customer requirements and processing progress, and build and maintain complete after-sales service records.
• Provide after-sales technical support and training to customers via multiple channels including phone, email, video and on-site visits as required by business needs, covering troubleshooting of operational issues, basic fault diagnosis, routine maintenance guidance and introduction to after-sales procedures.
• Deliver training and guidance on after-sales technologies and service procedures for customers, relevant internal staff and newly recruited after-sales team members based on business requirements.
• Execute the full workflow for returned products, from receiving and registration, fault inspection, repair, post-repair verification, system logging to packaging and return shipment, to ensure traceability of repair activities and outcomes.
• Manage spare parts including demand application, receipt confirmation, issuance registration, usage logging and inventory reconciliation, to guarantee accurate records of spare parts consumption.
• Track the status of after-sales cases, coordinate with sales, logistics, headquarters after-sales, technical and quality teams to facilitate issue resolution, and ensure full closure of after-sales tickets.
• Conduct product inspection and repair within the scope of company authorization. For issues beyond personal technical capability, authorization limits or local repair conditions, escalate them promptly to headquarters after-sales or technical departments and support follow-up resolution.
• Timely feed back local customer demands, critical or recurring faults, process implementation obstacles and other anomalies to headquarters based on issues identified in daily after-sales work, and assist in driving problem resolution.
• Compile periodic data including return volume, repair turnaround time, fault categories, repeated repairs, spare parts consumption and customer feedback. Provide after-sales performance data to relevant departments, report local after-sales operation status and propose improvement recommendations based on practical findings.