天津招聘

Job Description Summary

Supports pre-sales and post-sales customer service functions by assisting customers, company sales and service representatives with questions on equipment returns, repairs, replacements, sales orders and delivery schedules. May schedule field service repair calls. Handles requests for additional company materials. Maintains records of returns, schedule changes, product enhancements or changes and product pricing, and resolves return credit problems.

KEY RESPONSIBILITIES

Order Service

• Provide non-technical sales support on RA software and new product orders, including order entry, order change requests, order inquiries, billing related issues, product price & availability, delivery improvement requests , catalog assistance, etc.
• Manage remanufacturing services including economy orders, standard orders and priority orders.
• Manage customer return & credit requests and support on consumable warranty orders.
• Support on customer RCFA order requests.

Field Service

• Manage Field Service Engineer schedules.
• Create service orders for invoicing and process all service requests.
• Act as a local point of contact for global support.

Others

• Handle customer's inquiries from toll free line and public email.
• Interact cross-functionally to assist in resolution of issue and customer escalation.
• Be familiar with company policies and procedures.   Appropriately apply policies and procedures in compliance with government laws

KEY COMPETENCIES REQUIREMENT

• Experience with SAP – CRM, ERP, ECC is desirable.
• Expert knowledge of MS Office suite & other productivity applications.
• Basic knowledge of Rockwell Automation business and distribution model.
• Strong active listening, written and verbal communication skills.
• Excellent written and oral English skill.
• Understands the needs and requirements of customers /distributors and internal key stakeholders.
• Receives assignments in the form of objectives with goals and determines the process by which to meet goals.
• Understands implications of work and makes recommendations for solutions.
• Understands CC KPIs, take responsibility for individual performance and aware of team performance.
• Maintains professional demeanor, shows empathy for customers.
• Receptive to coaching and feedback.
• Can deliver difficult messages to internal and external customers and diffuse most situations.
• Can work effectively cross-culturally.
• Builds productive working relationships with peers from other countries & regions.
• As a skilled specialist, completes tasks in resourceful and effective ways.
• Willingness for business travel.
• Available for communication with peers outside regular working time-zones.
• Demonstrate a sense of urgency and strong commitment to achieving goals and driving issues to resolution.

　　罗克韦尔自动化(NYSE:ROK)是全球领先的专门从事工业自动化与信息技术领域的企业之一，致力于帮助其客户提高生产力并推动世界实现可持续发展。罗克韦尔自动化公司总部位于威斯康星州密尔沃基，员工总数约为 23,000人，客户遍布全球80多个国家/地区。
　　1988年罗克韦尔自动化进入中国，在国内有2000多名雇员，并设有五个培训中心，一个研发中心，一个软件开发中心，三个OEM中心，两个生产基地。
　　罗克韦尔自动化集成控制和信息平台是制造业实现智能、安全和可持续生产的的基础。它帮助制造业利用互联企业实现未来智能制造愿景，提高决策水平和国际竞争力。
　　“罗克韦尔自动化与中国大学共勉”项目开始于1998年，和国内70多所高校合作建立联合实验室，累计捐赠2.56亿人民币的设备、奖学和奖教金。该项目在持续不断地进行中。