售后服务与支持经理
北京睿博美佳商贸有限公司
- 公司规模：少于50人
- 公司性质：外资(欧美)
- 公司行业：家具/家电/玩具/礼品 环保
职位信息
- 发布日期：2014-04-30
- 工作地点：北京-朝阳区
- 招聘人数：1
- 语言要求：英语熟练
- 职位月薪：面议
- 职位类别：售前/售后技术支持主管 行政经理/主管/办公室主任
职位描述
After Sales Service & Support Manager
售后服务与支持经理
Reporting To: Vice President
报告：副总裁
Job Purpose
工作目标
The After Sales Service & Support Manager is responsible for developing and implementing the strategic plan for IQ Air China’s after sales service operations. The main objective for the role is to ensure the highest level of customer satisfaction with IQ Air’s service and support, post-sale through the life of the product.
售后服务经理主要负责IQAir中国客户售后服务事务, 制定并执行战略规划。该职责的主要目标是确保IQAir中国为客户提供持续高质量的售后服务支持，从而使客户满意度得到最大化.
Responsibilities
工作职责
1. Create and manage a Customer Care Plan that allows the company’s service to continually improve for all inbound and outbound service and support activities.
创建和管理客户关注计划，使公司服务不断改善以满足所有本地和外地服务及各项客户支持活动的需要。
2. Develop and manage the end-to-end operating procedures for after sale service and support, ensuring the company consistently delivers on its brand promise to customers.
建立和管理售后服务与支持的点对点操作程序，确保公司始终兑现对客户的品牌承诺。
3. Manage and maintain the company’s After Sale Service Information & ERP Systems, keeping customer segments updated on time and ensuring that all service requests are tracked completely.
管理和维护公司的售后服务信息和ERP系统，实时更新客户群体，确保完全跟进各类服务需求。
4. Monitor all systems and analyze the company’s performance, providing regular reports to executives and management on the After Sale service quality, speed of problem resolution, and customer satisfaction.
监管系统，分析公司绩效，定期向主管和管理部门汇报售后服务质量、解决问题的速度以及客户满意度。
5. Through the creation of processes and internal training, ensure efficient and seamless hand off of client needs from Sales to After Sales.
通过建立流程和内部培训，确保销售-售后环节高效并无缝对接客户需求。
6. In partnership with the Marketing team, develop and manage Customer Appreciate Events and Market Surveys to drive customer loyalty, brand recognition, and to bring back timely market information to the company, continually improving the company’s position in the market.
与销售部门协作，建立和管理客户增值活动和市场调查，以推动客户忠诚度和品牌知名度，并及时将市场信息报告公司以继续保持公司在市场上的地位。
7. Create Customer Brochures that effectively introduce After Sales Service plans, product information, and support channels for Corporate Clients.
制定顾客手册，有效利用售后服务计划、产品信息及企业客户的支持渠道。
8. Track and distribute customer requests and sales leads to appropriate Sales teams, following up on all leads to ensure timely response to customers and an increase in sales (including repair calls, maintenance requests, filter service, and special requests). Deliver monthly call lists to sales teams on time.
追踪与分配客户需求，依据销售因地制宜，选择适合的销售团队，追踪各类沟通数据以确保及时响应顾客需求并促进销售（包括维修电话、维护需求、过滤器维修及特别需求）。每月按时向销售部门提交电话清单。
9. Manage Nationwide Corporate Service Schedules ensuring the company maintains customer products on time and consistently meets commitments for all customers. This includes Pre-Sold Service Schedules, Driver Schedules, Service Schedules, Corporate Filter Changes, and the tracking of Pre-Sold Filter Liability.
管理国内企业服务时间表，确保公司按时维护客户产品以始终履行对客户的承诺。国内企业服务时间表包括预售服务时间表、司机时间表、维修时间表，企业过滤器更换及预售过滤器责任跟踪。
10. Act as Company Liaison for Corporate Accounts and demonstrate product expertise on all products – perform Air Tests and deliver Air Test Reports for Customers upon demand.
承担公司企业账户的联络任务并展示产品的专门技术-根据要求对所有产品进行空气测试并为客户提供空气检测报告。
11. Ensure the safekeeping, accurate tracking, and inventory management of all equipment, product maintenance and warranty files, and inventory (service equipment, demo machines, spare parts, etc).
确保妥善保存各类设备、产品维修与保修文件及库存（服务设备，演示机器，零配件等），并进行准确追踪与库存管理。
12. Manage Warranty Service and manufacturer Quality Control – ensure the service tracking of all units under warranty, Extended Warranty Management, and continuously improve the quality control between manufacturers and IQ Air China.
保修服务与制造商质量管理 - 确保对保修期内的各单位进行追踪，保修期延期管理，不断提高制造商和艾可爱尔公司之间的质量控制。
13. Manage the company’s service personnel and service image, working with technicians, management and HR to continually improve the company’s reputation for professional service.
管理公司的服务人员和服务形象，与技术人员、管理人员和人力资源配合，不断提高公司专业服务的声誉。
14. Develop and administer Customer and Employee Satisfaction Surveys through Survey Monkey.
通过SurveyMonkey（调查软件）开发和管理客户与员工满意度调查。
15. Deliver daily, weekly, and monthly reports to communicate department results and project progress.
提供日/月/周报告，公布部门业绩与项目进度。
售后服务与支持经理
Reporting To: Vice President
报告：副总裁
Job Purpose
工作目标
The After Sales Service & Support Manager is responsible for developing and implementing the strategic plan for IQ Air China’s after sales service operations. The main objective for the role is to ensure the highest level of customer satisfaction with IQ Air’s service and support, post-sale through the life of the product.
售后服务经理主要负责IQAir中国客户售后服务事务, 制定并执行战略规划。该职责的主要目标是确保IQAir中国为客户提供持续高质量的售后服务支持，从而使客户满意度得到最大化.
Responsibilities
工作职责
1. Create and manage a Customer Care Plan that allows the company’s service to continually improve for all inbound and outbound service and support activities.
创建和管理客户关注计划，使公司服务不断改善以满足所有本地和外地服务及各项客户支持活动的需要。
2. Develop and manage the end-to-end operating procedures for after sale service and support, ensuring the company consistently delivers on its brand promise to customers.
建立和管理售后服务与支持的点对点操作程序，确保公司始终兑现对客户的品牌承诺。
3. Manage and maintain the company’s After Sale Service Information & ERP Systems, keeping customer segments updated on time and ensuring that all service requests are tracked completely.
管理和维护公司的售后服务信息和ERP系统，实时更新客户群体，确保完全跟进各类服务需求。
4. Monitor all systems and analyze the company’s performance, providing regular reports to executives and management on the After Sale service quality, speed of problem resolution, and customer satisfaction.
监管系统，分析公司绩效，定期向主管和管理部门汇报售后服务质量、解决问题的速度以及客户满意度。
5. Through the creation of processes and internal training, ensure efficient and seamless hand off of client needs from Sales to After Sales.
通过建立流程和内部培训，确保销售-售后环节高效并无缝对接客户需求。
6. In partnership with the Marketing team, develop and manage Customer Appreciate Events and Market Surveys to drive customer loyalty, brand recognition, and to bring back timely market information to the company, continually improving the company’s position in the market.
与销售部门协作，建立和管理客户增值活动和市场调查，以推动客户忠诚度和品牌知名度，并及时将市场信息报告公司以继续保持公司在市场上的地位。
7. Create Customer Brochures that effectively introduce After Sales Service plans, product information, and support channels for Corporate Clients.
制定顾客手册，有效利用售后服务计划、产品信息及企业客户的支持渠道。
8. Track and distribute customer requests and sales leads to appropriate Sales teams, following up on all leads to ensure timely response to customers and an increase in sales (including repair calls, maintenance requests, filter service, and special requests). Deliver monthly call lists to sales teams on time.
追踪与分配客户需求，依据销售因地制宜，选择适合的销售团队，追踪各类沟通数据以确保及时响应顾客需求并促进销售（包括维修电话、维护需求、过滤器维修及特别需求）。每月按时向销售部门提交电话清单。
9. Manage Nationwide Corporate Service Schedules ensuring the company maintains customer products on time and consistently meets commitments for all customers. This includes Pre-Sold Service Schedules, Driver Schedules, Service Schedules, Corporate Filter Changes, and the tracking of Pre-Sold Filter Liability.
管理国内企业服务时间表，确保公司按时维护客户产品以始终履行对客户的承诺。国内企业服务时间表包括预售服务时间表、司机时间表、维修时间表，企业过滤器更换及预售过滤器责任跟踪。
10. Act as Company Liaison for Corporate Accounts and demonstrate product expertise on all products – perform Air Tests and deliver Air Test Reports for Customers upon demand.
承担公司企业账户的联络任务并展示产品的专门技术-根据要求对所有产品进行空气测试并为客户提供空气检测报告。
11. Ensure the safekeeping, accurate tracking, and inventory management of all equipment, product maintenance and warranty files, and inventory (service equipment, demo machines, spare parts, etc).
确保妥善保存各类设备、产品维修与保修文件及库存（服务设备，演示机器，零配件等），并进行准确追踪与库存管理。
12. Manage Warranty Service and manufacturer Quality Control – ensure the service tracking of all units under warranty, Extended Warranty Management, and continuously improve the quality control between manufacturers and IQ Air China.
保修服务与制造商质量管理 - 确保对保修期内的各单位进行追踪，保修期延期管理，不断提高制造商和艾可爱尔公司之间的质量控制。
13. Manage the company’s service personnel and service image, working with technicians, management and HR to continually improve the company’s reputation for professional service.
管理公司的服务人员和服务形象，与技术人员、管理人员和人力资源配合，不断提高公司专业服务的声誉。
14. Develop and administer Customer and Employee Satisfaction Surveys through Survey Monkey.
通过SurveyMonkey（调查软件）开发和管理客户与员工满意度调查。
15. Deliver daily, weekly, and monthly reports to communicate department results and project progress.
提供日/月/周报告，公布部门业绩与项目进度。
公司介绍
VillaLifestyles睿享生活馆由北京睿博美佳商贸有限公司建立于2006年。VillaLifestyles睿享生活馆主打高端生活良品，旗下涵盖空气净化器领军品牌瑞士IQAir HealthPro、加拿大专业空气净化器Amaircare、美国研发N99级别防霾口罩威隔口罩Vogmask、美国原装进口Weber烧烤炉等提升生活品质的产品。睿享生活馆始终主张推行精致生活方式的理念，并在世界范围内臻选优质品牌引进中国。
The VillaLifestyles was founded in 2006 by Beijing RBMJ Trading Company. VillaLifestyles is a collection of high-end brands around the world. It includes IQAir, which is the leader in the air cleaning industry; And Amaircare, a professional air purifier brand originated from Canada; Also includes Vogmask, a famous American brand of anti-smog mask; as well as Weber, world's premier grills imported from US and so on. The VillaLifestyles always upholds pursuing a refined, sophisticated life style, searching and introducing worldwide premium brands to China.
The VillaLifestyles was founded in 2006 by Beijing RBMJ Trading Company. VillaLifestyles is a collection of high-end brands around the world. It includes IQAir, which is the leader in the air cleaning industry; And Amaircare, a professional air purifier brand originated from Canada; Also includes Vogmask, a famous American brand of anti-smog mask; as well as Weber, world's premier grills imported from US and so on. The VillaLifestyles always upholds pursuing a refined, sophisticated life style, searching and introducing worldwide premium brands to China.
联系方式
- Email：hr@iqair-china.com
- 公司地址：上班地址：北京市朝阳区霄云路36号国航大厦1109室