Regional After-Sales Service Engineer

About this task

Job Description:
1. Organize after-sales services, including warranty services, for main and auxiliary equipment such as sorters, various types of conveyors, volume measurement systems, and cameras.
2. Organize and supervise outsourced contractors providing after-sales and repair services, including their service processes and results.
3. Establish and manage an in-house maintenance and repair team, including developing equipment maintenance plans, assigning tasks, clarifying responsibilities, and arranging team training.
4. Respond to customer fault reports, coordinate internal resources for rapid response, and ensure prompt resolution of customer after-sales issues.
5. When a warranty event occurs, determine the fault level, verify the fault, complete repairs within the time limit agreed with the client, and provide a clear root cause analysis.
6. Manage communications and provide timely information through online support.
7. Prepare internal and external documents concerning the scope, cycle, and progress of after-sales services, and develop form templates, service standards, and end-to-end solutions for equipment after-sales services.
8. Participate in developing supply contracts and setting equipment prices while taking after-sales services into account.
9. Participate in preparing and developing equipment operation and maintenance training materials for client engineering and technical personnel, provide client training as required by the contract, and complete inspection and maintenance work.
10. Participate in verifying and developing contract-related documents, including preventive maintenance plans, lists of system elements for daily visual maintenance, electrical diagrams, and drawings.
11. Prepare internal and external documentation for spare-parts inventory management, control, and replenishment, and organize spare-parts procurement in response to customer requirements.
12. Ensure that all on-site operations comply with safety specifications and requirements.
13. Lead projects addressing additional customer demands, such as software function adjustments, equipment design changes, and other related requirements.
14. Submit internal work reports and statements as required.

Job Requirements:
1. Higher technical education; majors related to mechanical engineering and automation are preferred.
2. At least 2 years of relevant experience.

工作职责：
1. 负责分拣机、各类输送机、体积测量系统、摄像头等主辅设备的售后服务及保修工作。
2. 负责组织提供售后及维修服务的外包承包商，并监督其服务流程和结果。
3. 建立并管理内部维护维修团队，包括制定设备维护计划、分配工作任务、明确员工岗位职责及组织团队培训等。
4. 响应客户故障反馈，协调内部资源快速响应，确保及时解决客户售后问题。
5. 发生保修事件时，判断故障等级、核实故障事实，在与客户约定的时限内完成维修，并提供清晰的根因分析。
6. 负责在线支持中的沟通管理和信息及时提供。
7. 编制售后服务范围、周期及进度相关的内外部文件，制定设备售后服务的表单模板、服务标准和全流程解决方案。
8. 参与供应合同制定及设备价格形成，并将售后服务因素纳入考虑。
9. 参与为客户工程技术人员准备和开发设备操作维护培训材料，按合同要求为客户提供培训，并完成检查维护工作。
10. 参与核验和编制合同范围内的相关文件，包括预防性维护计划、系统要素日常目视维护清单、电气图纸和工程图纸等。
11. 编制备件仓库库存管理、控制和补充相关的内外部文件，并根据客户需求组织备件采购。
12. 确保所有现场作业符合安全规范和要求。
13. 牵头处理客户新增需求项目，例如软件功能调整、设备设计变更及其他相关需求。
14. 按要求提交内部工作报告和报表。

任职要求：
1. 大专及以上技术类学历，机械工程、自动化相关专业优先。
2. 至少2年相关工作经验。