First, adhere to the overall concept and do a good job.
No matter what job you are engaged in, adhering to the overall understanding is the primary issue, and on-site skill service is no exception. I think the overall situation of after-sales service is to "adhere to the corporate image and maximize customer satisfaction and loyalty to the company's products." "Maximizing the interests of customers is the main part of improving the core competitiveness of our products. Doing a good job of after-sales service is also the publicity of the company's products and the spy collection of the company's product functions, so as to make real-time improvement and make the products better meet the requirements of field application.
Second, being good at communication is better than assisting coordination.
On-site technical service personnel should not only have strong professional skills and common sense, but also have excellent communication skills. Problems with a product are often due to improper operation, rather than quality problems reflected by customers. So at this time, we need to find out the crux of the problem, communicate with customers, standardize operations, and then prevent distrust of products and even damage to corporate image. It is a powerful publicity for the company's brand image to communicate with customers in daily work and satisfy customers.
Third, skilled in professional skills and diligent in on-site inspection.
With the continuous development of the electronics industry and the increasing competition, how to do a good job in computer after-sales service is also a powerful card to enhance the brand competitiveness of the company. As a skilled service person, I should be diligent in observation, think independently, communicate with my colleagues, and strive to continuously improve my professional level. Every excellent after-sales service represents customers' further trust in our products.
Fourth, the level of common sense skills and practical proficiency.
In my past work, I have learned something. Attitude is very important at work. Be enthusiastic in your work, and keep smiling in the sunshine, so as to bring people closer and communicate with customers. Especially after-sales service, careful thinking and peaceful mentality can promote the improvement and smooth work, and good methods, skills and judgment are needed in after-sales work to make the work go smoothly.
Summary of two people's work as after-sales engineer I have worked in the after-sales service department of the company for one year. In this year's work, I took the concept of "customer first" and the principle of "obeying leaders, uniting colleagues, studying hard and working hard" as the criterion, and earnestly completed various tasks arranged by leaders, and my business level and working ability were also improved. Now I will report my work, experience and future efforts in the past year as follows:
First, establish a global concept and do a good job.
I think the overall situation of after-sales service is to "establish a corporate image and make customers satisfied and loyal to the company's products." Restricting the protection of customers' interests is an important part of improving the core competitiveness of our products. Do a good job of after-sales service, and at the same time, in order to feedback the bad situation of the product in the process of use in time, so as to improve it in time and make the product better meet the requirements of on-site use. Over the past year, I have earnestly performed my duties and successfully completed various tasks:
1. With the cooperation of the leaders and colleagues of the after-sales service department and branches, the after-sales network system was established and improved, and the customer information was fully grasped in time, realizing the timeliness of service contact and coordination.
2. With the active cooperation of the after-sales service department and the leading colleagues of each branch, the program backup of after-sales projects was completed and the after-sales service files were improved.
3. Under the guidance of the leaders of the after-sales service department and the active cooperation of colleagues in various departments, the monthly after-sales service report was drafted and a smooth information platform was established.
4. Analyze and summarize the monthly report of after-sales product quality, and report it to department leaders and quality control department to deal with customer problems in time, improve product performance and improve product quality.
5. Provide technical support for after-sales personnel of each branch and solve customer problems.
6. Seriously complete other tasks assigned by the leaders.
Second, be good at professional skills and be diligent in on-site observation.
The products developed by our company have world-class new technologies, involving many specialties, and require high professional skills of after-sales service personnel. After-sales personnel can not only solve individual equipment failures, but also consider problems from the whole system and propose perfect solutions. As service personnel, it is very important to observe diligently, think independently, communicate with customers on the spot to solve problems and improve professional skills. I actively study and participate in the debugging of new products to improve my professional skills. During the company's third customer training course, I studied with customers and after-sales service personnel of various branches. During the after-sales visit, I not only improved my professional level, but also learned the truth of being a man and doing things from my colleagues.
Third, being good at communication is better than assisting coordination.
After-sales service personnel should not only have strong professional and technical knowledge, but also have good communication skills. For new technologies, customers often have improper operations, and not all operations are not as good as the quality reflected by customers. So at this time, we need to find out the crux, communicate with customers, improve the maintenance level of customers' application products, avoid distrust of products, and even damage the corporate image.
In this year's after-sales return visit, I deeply realized that customers value not only product quality, but also after-sales service. Real sales begin with after-sales. We lost the market because of bad after-sales and signed the contract because of good after-sales In the process of after-sales service, dealing with emotions is as important as dealing with events. We should impress customers with value-added service attitude and value-added service quality, introduce and promote new technologies and products to customers from the perspective of "customer interests", and improve customers' loyalty to our products.
Fourth, improve the shortcomings and look forward to the future.
I worked in the after-sales service department for one year, and did some work, learned a lot of knowledge and improved a lot of abilities. There are still many shortcomings and problems that need to be studied and improved:
1), new technologies and new products are not well mastered, so it is necessary to strengthen theoretical and practical study and participate in the engineering site more.
2) Go to the after-sales service site to understand the customer's needs, fundamentally solve the customer's problems, and further improve the after-sales service files.
3) Cooperate with the leaders of after-sales service department to strengthen the professional skills training of after-sales service personnel in each branch.
4) The awareness of work innovation is not strong, so we need to study more and go to the after-sales service site to improve our working ability.
In my future work, I will carry forward my advantages, overcome my shortcomings, and do all the work well with a down-to-earth and conscientious spirit.
Personal Work Summary of After-sales Engineer 3 I. Handling of After-sales Machine:
From September 26th to June 25th of 10, 2,582 faulty machines were received from the dealer after sale, and returned to the dealer for 229 1 set, owing to the dealer for 29 1 set, with a monthly default probability of 1 1.27%.
The main reason is: 1, some models have no maintenance right. Of the 39 after-sales models, 20 models have no maintenance right, accounting for 5 1.28% of the total models. The faulty machines of these models can only be returned to the factory for treatment, which depends entirely on the processing capacity of the upstream units.
2. The upstream manufacturer of15 model has definitely stopped replacing, accounting for 38.46% of the total model. Although the remaining 24 models are refurbished or quoted, the shells of most refurbished machines are obviously worn, resulting in some machines being returned to customers and then returned.
There is no turnover machine to borrow in the warehouse of paragraph 3.20, and the spare parts inventory is low, so it depends on returning to the factory for replacement and maintenance.
4. Dealers' return processing is slow, and individual dealers fail to pay the quoted price in time or deliberately delay, resulting in a backlog that cannot be solved after sale. There are 46 quotation and return machines, accounting for 15.8% of the total machine shortage. Among them, Yantai Huaying was the most serious, with 33 returned machines, and the quotation was delayed for nearly two months.
Most models owed to dealers:
10/kloc-0 borrowed 1698 warehouse turnover machines on October 3,/kloc-0 borrowed/October 26 1 15438 warehouse turnover machines,1returned on October 0.
The models that occupy a large number of turnover machines are:
The main reasons for the high occupancy rate:
1. In the early stage, the sales volume was large, and the machine quality was unstable, resulting in a high occupancy rate of turnover machines in the later stage.
2. Some upstream manufacturers have a slow pace of maintenance and renovation. In order to improve the processing speed of downstream dealers, we can only use our commodity machine for turnover first.
3. After long-term turnover, most machine shells are worn to varying degrees, which do not meet the warehousing standards and are overstocked for sale.
Third, next month's after-sales work focus:
1, according to the company's unified deployment, continue to reduce the number of warehouse borrowing turnover machines without affecting the normal after-sales work.
2. With the increase of the number of maintenance machines, increase the reasonable order quantity of spare parts, repair the faulty machines locally as much as possible, and reduce the utilization rate of disassembling turnover machines to reduce the after-sales cost;
3. Adjust the structure of after-sales maintenance personnel, stimulate work enthusiasm, evaluate by quantity, and eliminate the last one;
4. Strengthen the service consciousness of the front desk clerk, correct the working attitude and standardize the service terms;
5, the establishment of electronic accounting, improve work efficiency, strengthen data statistics and management capabilities;
6. Establish a regular monthly reconciliation system, reconcile with upstream and downstream dealers at the last weekend of each month, and conduct physical inventory every week.
7, strict internal management, strengthen the accuracy and integrity of reports, accounting and other data, strengthen safety measures and safety awareness.
Fourth, the monthly data analysis:
1. When the number owed to dealers increases, it will directly lead to an increase in the number of turnover machines borrowed from the warehouse. The reasons for this phenomenon are as follows: first, the turnover machine borrowed in the early stage cannot be turned over due to shell problems, and it cannot be returned to the warehouse for verification in time; Secondly, due to the lack of accessories, it has to be disassembled or replaced in an emergency.
2. When the number of machines owed by manufacturers decreases, the number owed to dealers also decreases. This reflects that the processing capacity of upstream manufacturers still has a great influence on us. Problems at home are extremely bad for work.
This month, * * * received 2,582 sets and returned them to the factory for processing 1640 sets, with a return rate of 63.52%. 1347 machines are solved on the spot through accessories or disassembly, accounting for 58.77% of the processing capacity.
Verb (abbreviation for verb) Work suggestion:
1. Order and stock refurbished parts and vulnerable parts. The turnover machine returns the warehouse to reduce the occupation of the commodity machine. Repair and use accessories, and try to avoid disassembling the machine. Save for a rainy day and store vulnerable parts for one year.
2, strengthen the turnover speed of old parts for new parts, improve the efficiency of use.
3. I hope the leader can adjust and add a computer and an employee after the sale, establish an after-sale electronic ledger, improve the inquiry efficiency, make the failure rate statistics and parts ordering more scientific and reasonable, and find problems and solve them in time by checking with the manual ledger.
Personal work summary of after-sales engineer 4 Time always flies unconsciously. In the blink of an eye, the work of 20xx is over. I want to say that this year's work is very meaningful to me. I have gained a lot since I joined the after-sales engineer in 20xx. After more than two years of training, I have a very deep understanding of the company's instruments, and all the faults can be solved independently. In this year's work, I experienced ups and downs, persisted to the end, and learned a lot. Below I sum up my gains and growth in my work this year from four aspects.
First, ideologically
In this year's work, I realized that to be a qualified person in the workplace, we must first position ourselves correctly, and then adjust our state, because we will often encounter a lot of knowledge and problems that we don't understand at work. When solving these knowledge and problems, we must learn to adjust our mentality, which is also essential for any work. As employees of the company, better implement the company's various systems and promote corporate culture.
Second, at work.
After a year's work, this job has given me great exercise and made me realize what is the responsibility of work. As an employee of the company, we must conscientiously implement the company's various systems, spread the corporate culture and work creed, and do our best to provide after-sales service for customers. As a member of the team, we should take on the obligations of the team with responsibility, do the tasks of the team well and accomplish our goals. Must have a strong sense of team honor, share weal and woe. We should work hard for the better development of the whole team. As professionals, we have the responsibility to be responsible for our words and deeds, not to violate the rules of the workplace, not to violate the company system, and to be responsible for all the consequences caused by ourselves. The following are the three main points we know in our work:
1. mentality determines success or failure, and state determines success or failure. For everyone who has just entered the workplace, I believe they will be full of confidence and passion for their work, but when they really start working, they will feel a little overwhelmed. This is to learn to adjust your mentality. It is very important for me to learn to adjust my mentality, because only a positive attitude will not make us feel depressed in the face of setbacks, but will encourage ourselves more.
2. Details determine success or failure. As an after-sales engineer, we should not only constantly sharpen our installation training and maintenance skills, but also establish a good communication relationship with department teachers to assist sales in customer maintenance. Sometimes in the process of installation training, if some details are not in place, it will increase the workload in the later period, reduce the efficiency of customers, and may directly reduce customers' satisfaction with the company's products.
3. The importance of the team. In the past two years, I am glad that I live in a team full of smiles and harmony. I help me solve problems when I encounter difficulties at work, comfort me when I am depressed, and care for me when I am unwell. Because of you, I can do my work better.
Third, in learning.
As an after-sales engineer, you can't stop learning from yourself. With the upgrading of the company's products and accessories, there will always be new problems. There will always be new products that we need to know about. As the saying goes, it is never too old to learn. We should constantly enrich our clinical knowledge and ability to solve new problems according to the company's products, and constantly consult the company's old engineers to enrich our knowledge and ability to solve problems.
Fourth, in words and deeds.
When communicating with customers, we must pay attention to the way and attitude. As engineers, we come to represent the company, so we must pay attention to our words and deeds, so we must pay attention to our attitude and wording when communicating with teachers, not only to solve problems efficiently, but also to remind customers of their satisfaction with the company.
Personal work summary of after-sales engineer 5 Time flies, and the end of the year is coming soon. This year is another starting point and turning point in my life. Too many things have happened in it, and some things will affect my life. The dribs and drabs in those jobs are still fresh in my mind, including laughter, melancholy, passion and depression. But on the whole, this year is extraordinary and mediocre in my life; I have tried, failed, succeeded, expected, and of course frustrated; Every joy of success, every hardship in front of difficulties, has sown seeds here. I hope that in the future, these seeds will thrive and add more green to the company's tomorrow and my career.
At this moment, I will make a simple summary of my experience in the company:
1. was recognized and affirmed by the company leaders, and entrusted with a heavy responsibility.
20. In the company's open recruitment, I won the trust of the leaders and the support of my colleagues, and I was fortunate to be the deputy manager of the operation and maintenance department. Since June, my colleagues and I have worked together to transform and maintain the monitoring center, automatic door (self-service bank), security system, emergency rescue channel door lock and access control device of Chengdu Branch of China Merchants Bank, which has been recognized by customers and companies. Together with colleagues, we worked together sincerely to complete tasks such as 12369, sewage charges, monitoring, maintenance and installation of turnstile system for customers such as provincial environmental protection, Lianghe parking lot, Kant Hospital and Chengdu Public Security Jinniu Branch. In this process, I learned and recognized the company culture and integrated into this warm family; I have also mastered more public relations and work skills through the company's theory and skills training, and my ability has been qualitatively improved.
Two. Work priorities and work situation in one year
1:From June to July, with the care and support of company leaders and the collaborative help of departmental colleagues, I learned and became familiar with the main work of Chengdu Branch of China Merchants Bank, such as the central big screen and access control system, the intelligent parking system of Lianghe Park, the monitoring system of Kant Hospital, Chengdu Jinniu Public Security Bureau, the behavior monitoring system, Anxian traffic card system and the provincial environmental hotline system 12369.
From July to September, I studied the corporate culture of the company and integrated into this warm family. With the care of company leaders and the support and help of colleagues, the role positioning and the maintenance of various customer groups have been completed. The main task is to upgrade the monitoring system of China Merchants Bank's secret parking system, two rivers parking system, Kant Hospital and Jinniu Public Security Bureau, and maintain the environmental protection 12369 system.
3. Since September, we have completed the smooth handover and routine maintenance of the environmental pollution charging system, successfully passed the company's quality system review, and successfully formulated and implemented departmental systems, norms and service processes.
4. Difficulties and troubles encountered in this process: ① China Merchants Bank has the most problems, which are manifested in the automatic doors of China Merchants Bank, the fire doors of emergency passages and the pos consumption system. The main faults are network disconnection, unreadable access card, and inability to recharge pos consumption. After on-site treatment by the company's engineers, it can work normally for a period of time, but it will appear again. The analysis shows that the fault equipment is: card problem, card reader problem is the most; However, the most intractable big screen problem of China Merchants Bank has been successfully solved; Other problems are basically related to the irregular operation of customers. Although the company has sent people for training many times, there are still some problems in operation due to the frequent changes in the staff of China Merchants Bank. Secondly, the problems are environmental protection 2369 and sewage charges. Although our company rarely goes to the site for maintenance, the amount of online maintenance through the network is still very large. The problems are mainly reflected in system problems and network problems. Network problems are slightly less than system problems, as follows: user authorization problems, system upgrade problems, unfamiliar user names. (3) Finally, some other monitoring and bayonet equipment maintenance is still very poor, and the faults are mainly reflected in the front-end equipment problems, such as cameras and speedometers. Of course, the platform still needs some careful work to repair.
5. My shortcomings are mainly reflected in the fact that my work skills of some projects in the company need to be further improved. I usually don't explain my work to the leaders, and I often can't punch in on time. In the future, I will abandon all these shortcomings and go all out to welcome the new year.
Three. Work plan and arrangement
15 is drawing to a close, and 12 is connected with Aba, Ya 'an, Jiaohekou project, environmental pollution control and Jinniu project maintenance. We will sum up the experience and lessons from last year's work and prepare for next year's work. Specific implementation plan: As the new year is about to receive the maintenance tasks of four new projects, I hope the company can recruit another engineer for the department to make the skills meet the maintenance requirements of the department. According to the current situation, this department will set up several "supervisor" posts, 1. One person is mainly responsible for the daily maintenance and inspection of the three major environmental protection projects; One person is mainly responsible for the daily maintenance and inspection of each system of China Merchants Bank project; The two are mainly responsible for the daily maintenance and inspection of Jinniu Public Security Bureau and the traffic bayonet project; 2. Conduct 1 centralized training or on-site training every quarter; 3. Improve the departmental system and implement the personnel responsibility system; Of course, in the case of heavy tasks, we will make real-time adjustment, flexible support, cross-maintenance, and improve the quality of maintenance and training.
Four. Suggestions on company system and management
In view of the problems we encountered in the maintenance process, I put forward the following suggestions:
1. For the company's products: At present, our products are basically not available, especially for new projects. The products are in the testing stage, but this
Some products have been used by customers, so there are many problems, and engineers are learning and maintaining them. It is inevitable to consult the relevant parties of the company to solve the problem in front of customers, leaving a bad impression on customers; Secondly, the old products are updated and upgraded, and the equipment is unstable, which leads to a huge amount of maintenance, and new problems appear when dealing with a problem. I hope 12 company can improve in this respect. 2. Spare parts management: the problem of spare parts stocking in the company is relatively large, mainly because the relevant spare parts companies have no spare parts inventory.
Some equipment needs to be provided by suppliers; Such as card reader, cameras, etc. , greatly affecting the service efficiency, this problem should be solved first.
3. Service flow and workload: There is no problem with the service flow, mainly because there is no coordination and communication mechanism.
Therefore, engineers can't know the customer's situation in time, and managers can't know the real-time status in time. Causing unnecessary urging and secondary repair. In addition, due to the special conditions of some districts, such as other counties and cities, a relatively simple task far away from the company requires sending people to the site, which has caused a certain waste of resources and increased service costs. I hope the company will consider improvement in the new year.
Verb (abbreviation for verb) New Year's thoughts and expectations.
The bell of 16 is about to ring. Looking back on the past year, I have gained more things than before, and also improved and developed my work skills. Of course, I still have some shortcomings. Looking forward to 16, with the care and trust of leaders and the support and help of colleagues, we will do better, and improve the company's monitoring system, environmental protection and technical services of other products through a higher level. I will improve my own shortcomings and hope that the leaders can correct my criticism. I will work better with my colleagues.
After-sales engineer's personal work summary 6 time is always busy in the past. However, I learned a lot, and I learned a lot in the 4s shop. Let's sum up my work and study. Please criticize and correct any mistakes. I entered the Xinxiang store in XXXXX, engaged in after-sales work of automobiles. With the care and guidance of the leaders and the help of comrades around me, I have made great progress in my thoughts and work. Looking back on my work since I joined the company, I mainly have the following gains and experiences:
First, under the strict requirements of the environment, get to know the work and learn more about yourself.
After I joined the company, I found that my understanding of after-sales service was only superficial, and there were many things I hadn't thought of before. Therefore, my first step is to position myself and understand my work. I feel that a person's ideological understanding, work attitude and work standards are often influenced by the working environment. My ignorance from the beginning to my familiarity now cannot be separated from the help of my superiors and colleagues in the department. If I can sum up the work of our department in recent years, it will be in six words, namely: strict, nervous and busy. Strict work requirements, tense study atmosphere and busy work rhythm. From vagueness to clarity, I fully realized the importance of my work. At work, I was deeply infected by the high standards and strict requirements of the leaders, the positive work enthusiasm and enterprising learning attitude of my colleagues around me, and the tense and efficient work rhythm. I am fully aware that as a member of this group, I can't "discredit" this group at the beginning and drag it into the water. On this basis, I want to integrate into the "study hard and work hard" created by everyone as soon as possible. Under the influence of this environment, I try to get familiar with my work in the shortest time. In the realization of this idea, my work level has also been continuously improved. I always remind myself to keep a good mental state, always set a higher working standard, always safeguard the overall interests and do every job well. This is also an important guarantee that I can better complete my work tasks during this period.
Second, in diligent study, the quality has been improved.
It should be said that the past year was a year of hard work. Because my time in the automobile industry is relatively short, I must make more efforts to do the same standard work well. Through the study, I have made a leap in my post, whether it is car service reception or business knowledge learning. This further verifies the profound truth that "as long as you pay, you will definitely get a return".
Third, seek breakthroughs and innovations in familiarity and make progress in work.
Looking back on the busy work in the past year, from the initial ignorance to the current familiarity, from the young people who have just left the university gate to the quasi-professional people now, from the understanding of colleagues in the department to the close cooperation between them, every big move in the work is a kind of exercise and test for themselves. I will ask myself to be serious, meticulous and meticulous in several tasks such as after-sales car service process.
In a word, the after-sales service of automobiles is still a growing department and a good place to exercise people. I was fortunate to grow up with it. It made me an inexperienced person deeply realize the essence of myself and my work, that is, mutual cooperation. A person can be brilliant, but I can't do anything without the help of others. At work, I learned a lot about work and the truth of being a man. Although I feel very busy and tired, I have also experienced the feeling of happiness in suffering and gain from being tired. I think this will also lay a solid foundation for me to make new progress in my future work and study. I also know that my work is still unsatisfactory. For example, in the reception, it has not yet reached the requirements of Excellence; Sometimes work is too hasty, lack of in-depth and meticulous work style and so on. I will try my best to overcome my own shortcomings, correct my own shortcomings, strengthen my exercise, and contribute to the overall work of the company with excellent performance.