Service support

1. Purpose
In order to standardize user service, strengthen the management of user service work, enhance the responsibility of user service personnel, and improve the quality of user service, this system is formulated.
2. Scope
This system stipulates the duties of user service, the work requirements of service personnel and the management of user information.
3. Responsibilities
3.1 The Supply and Marketing Department is the after-sales service department, responsible for organizing and implementing user service.
3.1.1 Implement the provisions of "three guarantees", timely dispatch personnel to carry out maintenance services and deal with quality problems.
3.1.2 Carry out user technical training to improve user use and maintenance skills.
3.2 Other departments shall assist in user service
4. Job requirements for service personnel
4.1 When the after-sales service department receives the user service information, it shall immediately fill in the after-sales service information record sheet, and quickly give the user a clear response. If on-site maintenance is required, service personnel shall be arranged to arrive at the user for service in a relatively short time. For users within the province, service personnel should arrive within 24 hours; For users in other provinces, service personnel should arrive within 48 hours; Users in remote provinces and regions, service personnel arrive within three days, if due to objective factors, it is true that the service can not be sent in time according to the specified time, should be explained to the user, please understand.
4.2 Service personnel should strive to learn the maintenance technology of Marine thermometer, pressure gauge, level gauge, controller and sensor, diligently study the business, and constantly strengthen their professional quality and practical operation ability.
4.3 The service personnel shall abide by the rules and regulations of the enterprise, obey the organizational arrangements, follow the organizational arrangements, travel according to the stipulated business time, do not pick the distance, do not delay the time, and the timely rate of 100%. In the absence of special circumstances, after receiving the external repair task order, according to the specified time, place and repair content, timely service users.
4.4 The service personnel should establish the concept of serving the user wholeheartedly during the service, comprehensively check the Marine thermometer, pressure gauge, liquid level gauge, controller, sensor according to the requirements, troubleshoot in time, urgent users, user satisfaction, enterprise rest assured.
4.5 Service personnel in line with the purpose of "enterprise is home", during the external repair can be repaired by the parts resolutely not replaced, belong to the user of the responsibility of the resolute not to compensate, replace the old parts and accessories back in time, to the relevant departments to distinguish responsibilities, to the relevant matching factory claims, reduce the loss of enterprises.
4.6 Service personnel shall reimburse travel expenses within two days after returning to the factory on business trip according to the provisions of the reimbursement of travel expenses.
4.7 Service personnel shall strictly follow the work and rest time of the company when there is no business trip, so as not to be late or leave early, and be ready for business trip at any time.
4.8 Service personnel should adhere to safety first during business trips and user services, do not violate regulations, do not cause trouble, and successfully complete the user service tasks assigned by the enterprise.
4.9 Service personnel must be careful, accurate, comprehensive and qualified after arriving at the user.
A Careful: Please show the product certificate, after-sales service card, etc., to understand the cause of the problem and the basic situation of the user. Carefully examine the various parts of the fault.
B Accurate: Determine the main cause of the fault accurately.
C Comprehensive: Comprehensively investigate the main parts of Marine/chemical thermometers, pressure gauges, liquid level gauges, controllers and sensors, especially the hidden quality parts not found by users, comprehensively investigate quality failures, seriously answer the questions raised by users, and actively teach the basic maintenance knowledge and use precautions of Marine thermometers, pressure gauges, liquid level gauges, controllers and sensors.
D Qualified: Ensure that the ship's thermometers, pressure gauges, level gauges, controllers, sensors, especially the repair parts, meet the qualified standards.
4.10 After comprehensive repair of the user's products, the service personnel will fill in the after-sales service repair list carefully, indicating the repaired product model, repair date, replacement parts name, the cause of the failure, as well as the name, contact number, contact person, etc., and ask the user to fill in the comments or suggestions and seal the user unit.
4.11 If the user encounters a difficult problem that cannot be solved for a while, the service personnel should report to the leader in time, solve it by themselves after being determined, and contact the factory in time after the repair is completed. The replaced old parts must be brought back to the factory and dealt with according to regulations.
5. User technical training
5.1 The user operation and maintenance technology training, the purpose is to enable the user to master the use of product skills as soon as possible, the product can carry out correct maintenance, reduce the occurrence of human failure, improve utilization.
5.2 According to the needs and conditions of users, the after-sales service department shall actively provide training for users in a variety of ways.
5.3 If necessary, for large users or newly developed markets, the after-sales service department should organize training courses, systematic training, and demonstration practice, so that trainees can basically master the use of maintenance technology.
5.4 When necessary, the after-sales service department should actively carry out technical consultation business, take oral or use letters, electricity, etc., to answer the questions raised by users in detail and patiently.
6. Support information management
6.1 The Supply and Marketing Department is responsible for the collection, analysis and processing of user information, statistics and archiving.
6.1.1 When a customer is found to be dissatisfied, an investigation shall be conducted and corrective and corrective actions shall be taken as appropriate.
6.1.2 Where appropriate, the monitoring of customer satisfaction information shall not be limited to the direct customer, but shall also monitor the final customer satisfaction information.
6.1.3 In case of quality problems of Marine products, the product factory shall suspend the production of the products, notify CCS in time, and analyze the causes of quality problems or complaints arising from the products after shipment; For quality problems caused by non-accidental factors, the Marine product factory should stop using the product; The manufacturer of the product may resume production only after the quality problems have been reasonably corrected, verified and confirmed by CCS.
6.1.4 CCS shall be notified for the analysis and processing of major quality objections.
6.1.5 There should be clear contact information to facilitate customer contact.
6.2 Information Collection
6.2.1 The feedback procedure of user information is mainly collected by filling in the "Quality Information Feedback Sheet" based on the quality information feedbacks, letters and calls from users.
6.2.2 Each sales outlet has the responsibility to collect and feedback the quality information of users to the quality Department.
6.2.3 The Supply and Marketing Department visits users from time to time to listen to their opinions and understand their needs.
6.3 Information analysis and Processing
6.3.1 The collected information shall be sorted and analyzed by the after-sales service department. If it belongs to normal maintenance information, it shall be repaired directly. If it belongs to abnormal or repeated quality information, it shall fill in the user quality information feedback form and report it to the quality control Department, which shall classify it and report it to relevant functional departments for processing.
6.3.2 Report the batch or major problem information to the general manager in time.
6.4 Information Statistics
6.4.1 After-sales service department shall compile monthly reports of after-sales service and monthly statistical reports of claims for parts and components, and submit them to relevant leaders and functional departments on a monthly basis.
6.4.2 Establish after-sales service user account, and track the user's product usage and quality.

Service capability

1. Receive your information reflecting quality problems, ensure to arrive at the scene within 48 hours to solve the problem.
2. Ensure that the quality problems of the supplied products are solved within 48 hours.

3. After-sales service is limited to meet your requirements.
4. During the warranty period, due to the damage caused by our company, our company provides free repair, replacement and other services.
5. We are willing to provide you with any data and technical information related to the bid.