某知名电镜厂商
Regional Technical Support Specialist
制造业
售前/售后技术服务
上海
5-10年
大专
¥20 - 25K15薪
职位描述
Key accountabilities and decision ownership:
• Timely and remotely expert support for FSEs, serve as the first point of contact for FSEs requiring escalation assistance, expedite the problem solving.
• Identify structural solutions to prevent issues from happening again in future.
• Utilize SMS as a daily work tool.
• Direct centralized technical communication with GTS on behalf of TCN Service department
• Collect and analyse the service data, ensure the efficient and qualified services delivery.
• Knowleadge sharing, collaboration with the local team FSE to build up the knowledge and experience database for achieving the goal.
• Be responsible for FSEs training and supporting DEMO systems if needed.
职位要求
Key performance indicators:
• Utilization Rate
• Response Time Hit Rate
• Cycle time for Problem Solving
• Customer Satisfaction
• Significant FSE efficiency increase (decrease Service department operation costs)
• Expert advice decreases parts amount needed to be shipped on customer site (decrease Service department operation costs)
• Service data analysis and decision making assistance ( improve quality and decrease the operational cost)
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