The work of this period of time is busy and fulfilling, recalling the past work, there are successes and regrets of the loss, but more is the expectation of the future work, now summarize the work as follows:
First, adhere to the overall concept, do a good job
Regardless of what work is engaged in The first thing is that the whole picture is the primary problem, and the field skills service is not an exception. I thought the whole picture of after-sales service work is, "adhere to the corporate image, so that customers maximize the degree of satisfaction and loyalty to the company's products." Maximize the maintenance of customer benefits, is to improve the central competitiveness of our company's products is a major component. Do a good job of after-sales service work, but also the company's product promotion, as well as the company's product function of the spy collection, in order to make real-time improvement, so that the product better meet the requirements of the use of the site.
Two, good at communication, strong help coordination
Field skills service personnel do not only need to have a strong professional skills knowledge, but also should have superior communication skills, a product of a lot of times because of the use of the operation of the problem is not proper, and often not as reflected in the quality of the customer is not available, so at this time on the We need to find out the crux of the matter, and customers to communicate, standardize the operation, and then prevent the product of distrust and even damage to the corporate image. In the daily work to do to do better with the customer's communication, to do so that the customer satisfaction is the company's brand image of the powerful propaganda.
Third, the professional skills, diligence in the field of inspection
With the continuous development of the electronics industry, the competition continues to increase, how to do a good job of the computer after-sales service, but also to enhance the brand competition of the company's strong base card. As a skill service personnel, to be diligent in the scene, self-reflection, more exchanges with colleagues, and strive to continuously improve my business degree. Each excellent after-sales service, on behalf of the customer to the company's products further trust.
Four, the degree of general knowledge of skills and practical operation of pure
In the past work in the past to gain some understanding, in the middle of the work attitude is very important, the work should be enthusiastic, adhere to the sunshine of the smile, to be able to draw people closer to the interval between people, to facilitate the communication with customers. Especially for after-sales service work, attentive thinking and calm mind can only promote the work to improve and work smoothly, in the after-sales work to have a good approach to skills and discernment in order to make the work go smoothly.
After-sales engineer personal work summary 2In the company's after-sales service department has been working for a year, in this year's work, I "customer first" as the concept of "obedience to the leadership, solidarity with colleagues, serious study, solid work" as a guideline. In this year's work, I take "customer first" as my concept, "obey the leadership, unite with colleagues, study seriously, work solidly" as the guideline, seriously completed the tasks arranged by the leadership, and improved my own business level and working ability. Now the year's work, experience and the direction of future efforts reported as follows:
First, set up the concept of the whole situation, do their jobs.
I think the whole picture of after-sales service work is, "establish corporate image, so that customer satisfaction and loyalty to the company's products." Limit the protection of customer interests, is to improve the core competitiveness of our products an important part. Do a good job of after-sales service, but also in order to provide timely feedback on the use of the product in the process of the emergence of adverse conditions, in order to make timely improvements, so that the product better meet the requirements of the use of the site. Over the past year, seriously perform the duties of the position, better completed the work of the task:
1. In the after-sales service department and the leadership of the branch and colleagues, the establishment and improvement of the after-sales network system, timely and comprehensive grasp of customer information, to achieve the timeliness of the service contact and coordination.
2. In the after-sales service department and the leadership of the branch offices and colleagues with the active cooperation, completed the after-sales engineering program backup work, sound and perfect after-sales service files.
3. Under the guidance of the leadership of the after-sales service department and the active cooperation of colleagues in various departments, we drafted a monthly report on after-sales service work and established a smooth information platform.
4. After-sales product quality monthly report to analyze and summarize the processing, reported to the departmental leadership and quality control department, timely treatment of customer problems, improve product performance, improve product quality.
5. Provide technical support to after-sales personnel of all branches to solve customer problems.
6. Seriously complete other tasks arranged by the leadership.
2. Being good at professional skills and diligent in on-site observation.
Our company developed products with world-class level of new technology, involving a number of specialties, after-sales service personnel high professional skills requirements. After-sales personnel can not only solve the individual equipment failure, but also requires from the system as a whole to consider the problem, put forward a perfect solution. As a service personnel, we should observe the scene diligently, think independently, and communicate with customers more often, which is crucial for solving problems and improving our professional skills. I actively study and participate in the debugging of new products to improve my professional skills. In the company's three customer training process, with customers and branches of the after-sales service personnel **** with the study. In the after-sales visit, not only improve the level of professionalism, but also from all colleagues learned to do things.
Three, good communication, strong assistance and coordination.
After-sales service personnel should not only have strong technical expertise, but also have good communication skills. For the new technology, customers often have to operate improperly, not all customers reflect the quality of not, so this time we need to find out the crux of the problem, and customer communication, improve customer maintenance and application of the level of the product, so as to avoid mistrust of the product and even the damage to the image of the enterprise.
In the process of this year's after-sales visits, I y appreciate: customers are not only product quality, more important is the after-sales service. Real sales start after the sale, we have a bad after-sales lost market cases, there are also good after-sales plus the signing of the contract. After-sales service process, dealing with emotions and dealing with the incident is equally important, we have to use the value of the service attitude, value of the quality of service to move the customer, standing in the "customer interests" point of view, to the customer to introduce the promotion of new technologies, new products, improve customer loyalty to our products.
Four, improve the shortcomings, look to the future.
I worked in the after-sales service department for a year, did some work, learned a lot of knowledge, improve a lot of ability, there are still a lot of shortcomings and problems, need to learn and improve:
1), new technologies, new products mastery is not enough, but also to strengthen the theory and practice of learning to participate in the engineering field to go.
2), to go to the after-sales service site, to understand customer needs, fundamentally solve customer problems, while further improving the after-sales service file.
3) With the leadership of the after-sales service department to strengthen the professional skills training of after-sales service personnel in all branches.
4) The work of the innovative consciousness is not strong, but also need to learn more, more to go to the after-sales service site, to improve their ability to work.
In the future work, I will carry forward the advantages, to overcome the shortcomings, to the work of a highly responsible spirit, down-to-earth, dedicated to do a good job.
After-sales engineer personal work summary 3First, after-sales machine processing situation:
September 26 to October 25, after-sales **** take dealers faulty machine 2582, returned to the dealer 2,291, owed to the dealer 291, the rate of the month owed to the machine is 11.27%.
The main reasons for the arrears of machines are: 1, some models do not have the right to repair. In the aftermarket 39 aftermarket models, there are 20 models of our company does not have the right to dismantle the machine maintenance, accounting for 51.28% of the total models. These models of faulty machines can only be returned to the factory to deal with, completely dependent on the processing capacity of the upstream units.
2, 15 models of the upstream manufacturers have been clear that the replacement of new, accounting for 38.46% of the total models. The remaining 24 models although given refurbishment or offer refurbishment, but refurbished back to the majority of the machine shell has obvious wear and tear, resulting in part of the machine returned to the customer and then returned.
3, 20 models of the warehouse without turnover machine to borrow, low inventory of spare parts, relying on the return to the factory for new and repair.
4, dealers return processing is slow, quoted individual dealer payment is not timely or deliberately delayed, resulting in a backlog of after-sales can not be resolved. Quotation and return machine **** 46 units, accounting for 15.8% of the total amount owed to the machine. Among them, Yantai Huaying is the most serious, *** there are 33 units of returned machines, quote delayed for nearly two months.
Owe the dealer the most model situation:
October 13 to borrow warehouse turnover machine 1698 units, October 26 to borrow warehouse turnover machine 1564 units, November 1 to borrow warehouse turnover machine 1498 units, return 200 units.
Occupying a larger number of turnover machine models are:
The main reasons for the high occupancy:
1, the previous sales volume is large, and the quality of the machine is not stable, resulting in the late turnover of the machine occupies a high amount.
2, individual upstream manufacturers maintenance and refurbishment speed is slow, in order to improve the processing speed of the downstream dealers, can only first use our commodity machine for turnover.
3, after a long period of turnover, the vast majority of the machine shells have varying degrees of wear and tear, not in line with the inventory standards, stranded backlog of after-sales.
Three, next month after-sales work focus:
1, according to the company's unified deployment, without affecting the normal work of the after-sales conditions continue to reduce the number of borrowed warehouse turnover machine.
2, with the rising number of maintenance machines, increase the reasonable amount of ordering accessories, faulty machine as much as possible local maintenance, and reduce the use of dismantling turnover machine, reduce after-sales costs;
3, adjust the after-sales maintenance personnel structure, stimulate enthusiasm, according to the amount of assessment, the last elimination;
4, strengthen the front desk clerks service consciousness, correct work attitude, standardized Service language;
5, the establishment of electronic ledger, improve efficiency, strengthen the ability of data statistics and management;
6, the establishment of a regular monthly reconciliation system, the last weekend of each month with the upstream and downstream dealers account, and weekly inventory of physical inventory.
7, strict internal management, strengthen the accuracy and completeness of reports, ledgers and other data, strengthen security measures and safety awareness.
Fourth, the monthly data analysis:
1, when the number of delinquent dealers increased, it will directly lead to an increase in the number of borrowed warehouse turnover machine. The reason for this phenomenon is that the previous borrowed turnover machine due to shell problems can not turnover and timely return to the warehouse accounts, and the second is due to fewer parts, in case of emergency, had to borrow the machine disassembled or replaced with a new one.
2, when the manufacturer owes the number of machines to reduce the number of owed to the dealer is also reduced. This reflects the upstream manufacturer's ability to deal with us still has a greater impact. If there are problems with the upstream, it will be extremely detrimental to the work.
This month **** received 2,582 machines and returned 1,640 to the factory for processing, a return rate of 63.52%. 1,347 machines were resolved locally by relying on parts or dismantling, accounting for 58.77% of the volume processed.
V. Work recommendations:
1, order and store refurbished and wear parts. Turnover machine refurbished and returned to the warehouse to reduce the occupation of commodity machines. Maintenance and use of spare parts, try to avoid dismantling the swing machine. Saving for a rainy day, storage of wearing parts to prepare for the one-year warranty period.
2, to strengthen the turnover speed of parts for new and old, to improve the efficiency of use.
3, I hope the leadership can be adjusted to increase the after-sales of a computer and an employee, the establishment of after-sales electronic accounts, improve the efficiency of the query, so that the failure rate of the statistics and parts of the ordering of a more scientific and rationalized, and through the reconciliation with the manual accounts, timely detection and resolution of the problem.
After-sales engineer personal work summary 4Time is always in the unknowingly fly by, in the blink of an eye in 20xx the end of the work, I would like to say that this year's work for me is very meaningful, from 20xx into the after-sales engineers to the current two years so that I have gained a lot. Through these two years of exercise, let me have a very in-depth understanding of the company's instruments, faults can also be solved independently. In this year's work, experienced the sweet and sour and stick to the end so that I learned a lot of things. Here I summarize my work from four aspects of this year's harvest and growth.
First, the ideological
In this year's work, I realized that to do a good job as a qualified . Workplace people, first of all, we must correctly position ourselves, and secondly, we must adjust our own state, because in the work we will often encounter a lot of unintelligible knowledge and problems, in the solution for this knowledge and problems, we must learn to adjust their own mentality, which is essential to do any work, as a company's an employee, only to fulfill the company's systems, to promote the culture of the company to better do a good job. The company's culture is the only way to do a better job.
Second, the work
After a year of work, this job has given me a great exercise, so that I realize what is called the duties of the work, as a company's an employee, we must conscientiously carry out the company's various systems to spread the corporate culture and the work of the creed to the customer's after-sales service to do so as a part of the team, with responsibility for the obligations of the team. As a member of the team, with the responsibility to bear the obligations of the team, with the heart to do a good job of the team's tasks, and to complete their own goals, must have a strong sense of team honor, a glory, a loss, a loss. We have to work hard for the better development of the team as a whole, as a workplace, it is responsible for their own words and deeds, can not violate the rules of the workplace, can not go against the company's system, and responsible for all the consequences caused by their own, the following on the work of the specific cognition of the main three points:
1. Mindset determines success or failure, the state of mind determines success or failure, for each of the people who have just stepped into the workplace, I believe that their own The work engaged in full of confidence and passion, but really to start work will feel a little more than enough, it is necessary to learn to adjust their own mentality. Learn to adjust your mindset for me is very important, because only a positive mindset will not let us face setbacks and frustration, but more encouragement.
2. Details determine success or failure, as an after-sales engineer, not only in the installation of training and maintenance work to continue to sharpen their skills, but also with the section teacher to establish a good communication relationship, to assist the sales of customer maintenance work. Sometimes in the process of installation training, if some details are not in place, it will cause an increase in workload and reduce customer efficiency later, may directly reduce customer satisfaction with the company's products.
3. The importance of the team, in the two years after the entry, I am very grateful to live in a smile, harmony, mutual help team, in my work encountered difficulties to help me solve the problem, when I am in a low mood to comfort me, when I am not feeling well, when I care about me, because there are you, my work can do better.
Third, learning
As an after-sales engineers, of course, can not stop their own learning, with the company's product updates, accessories upgrade, we will always encounter new problems, there will always be a new product we need to know about it, there is an old saying that, live to learn old, we need to be based on the company's products continue to enrich their clinical knowledge and for the new products. We need to enrich our clinical knowledge and ability to solve new problems, and we need to keep consulting the company's old engineers to enrich our knowledge and ability to solve problems.
Four, words and deeds
In the communication with the customer, we must pay attention to the way and attitude, as engineers, our door-to-door service on behalf of the company, must pay attention to their own words and behavior on behalf of the company, so we must pay attention to the attitude and wording when communicating with the teacher, not only to solve the problem efficiently, but also to prompt the customer to the company's satisfaction. To prompt the customer's satisfaction with the company.
After-sales engineer personal work summary 5Time flies, the moment the end of the year. This year can be described as another starting point in my life and the turnaround. It happened too many things, some things will affect my life. Those who work in the bits and pieces are still vivid in my mind, there have been laughter and despondency, there have been passionate and demoralized. But in general, this year is my life is not ordinary, mediocre year; I have worked hard, lost, success, expectations, of course, but also frustrated; every success of the joy, every difficulty in front of the hardship, in my here are sown seeds. I hope that in the upcoming, can let these seeds thrive, for the company's tomorrow and my career to add a piece of green.
At this moment, I will be in the company's experience for a brief summary:
I. Modification and maintenance efforts, recognized by the customer and the company; and with colleagues together in good faith, adhering to the concept of customer above the completion of the provincial environmental protection, two rivers parking lot, Dekang Hospital, Chengdu Public Security Jinniu Branch and other customers of the 12369 and sewage charges, monitoring, turnpike system maintenance and installation tasks. In the process, learning cognitive company culture, and into this warm family; also through the company's theory and skills training to master more public relations and work skills, so that their ability to have a qualitative improvement.
II. A year's work focus and work
1: June-July, in the company's leadership of the care and support and departmental colleagues of the synergistic help, to understand and familiarize with the department's main tasks, such as: China Merchants Bank, Chengdu branch of the center of the large screen and access control system, the two river park intelligent parking system, Dekang Hospital, Chengdu Jinniu Public Security Bureau, the word good letter monitoring system, Anxian traffic Card buckle system, the provincial environmental protection 12369 environmental protection reporting hotline system and other different projects.
2.: July-September, cognitive study of the company's corporate culture, and into this warm family; in the company's leadership care and support of colleagues to help complete the role of the positioning and the maintenance of various customer groups, the main tasks completed for the recruitment of the Bank of the secret security system upgrades, the two rivers parking lot system, Dekang Hospital and the Jinniu Public Security Bureau of the monitoring system, environmental protection, the 12369 system of the maintenance of the task.
3: September to date, the completion of the smooth handover of environmental protection sewage system maintenance tasks and routine maintenance tasks, the company's quality system review the smooth passage of the successful completion of the departmental system, norms, service processes, the smooth development and implementation.
4: the difficulties and troubles encountered in the process: ① the most problems of the CBC, to be manifested in the CBC automatic door, emergency channel fire door and pos consumption system problems, the main faults are reflected in the network disconnection, access card can not be read, pos consumption can not be recharged to swipe the card, etc., by the company's engineers on-site processing can work normally for a period of time, but then it will appear, analyzed the faulty equipment for: Card Problems, the most card reader problems; but the most difficult to recruit the bank's large screen problem has been satisfactorily resolved; other problems are basically related to the use of the customer and the operation of irregularities, although the company has repeatedly sent people for training, but due to frequent changes in the recruitment of the bank's personnel, so the operation of a certain amount of problems still exists. ② The second problem is more environmental protection 2369 and sewage charges, although our company rarely Oh to the scene for maintenance, but the amount of online maintenance through the network is still large, the problem is mainly reflected in the system problems and network problems, network problems appear a little less than the system problems, manifested in the following: user authorization issues, system upgrade issues and user name is not familiar with the use of the system. ③ Finally, some other monitoring, bayonet to the current maintenance is less, the failure is mainly reflected in the front-end equipment issues: such as cameras, speed cameras, etc., of course, the platform also has some detailed work needs to be repaired.
5: their own shortcomings are mainly reflected in the company's work skills in some of the projects to be further improved, the usual work situation has not been explained to the leadership, many times can not be clocked in on time to work, I will abandon all of these shortcomings in the future, go all out to meet the new year.
Three. Work plans and arrangements
15 work is nearly over, 12 will receive Aba, Ya'an, traffic jam project and environmental pollution control and Jinniu project maintenance, we will summarize the lessons learned from the previous year in the work and shortcomings for the next year's work to prepare for the implementation of the specific plan: As the new year will receive four new projects maintenance tasks, I hope that the company can give the department to recruit an engineer again. The company can give the department to recruit an engineer, so that skills to meet the department's maintenance tasks and improve service quality; according to the current situation, the department will set up a few "supervisor" positions, 1. a person is mainly responsible for environmental protection of the three major projects of the day-to-day maintenance and inspection work; a person is mainly responsible for the China Merchants Bank project of the daily maintenance of the system and inspection work; two people are mainly responsible for the Golden Bank project Work; two people are mainly responsible for the Jinniu Public Security Bureau and the traffic card port of the project daily maintenance and inspection; 2. quarterly centralized training or on-site training; 3. more perfect departmental system and the implementation of personnel accountability; of course, in the case of heavy tasks, we will make real-time adjustments, flexible support, cross-maintenance in order to improve the quality of maintenance and training.
Four. Suggestions for the company's system and management
In response to the problems we encountered in the maintenance process, I make the following suggestions:
1. Engineers are learning while maintaining. Can not avoid in front of the customer to the company's relevant parties to consult the method of dealing with the problem, leaving a bad impression on the customer; secondly, is the update and upgrade of the old products, equipment operation is also unstable, resulting in a huge amount of maintenance to deal with a problem and the emergence of new problems. I hope that the company 12 in this regard to be improved. 2. Parts management: the company has a big problem in the spare parts stock, mainly for the relevant accessories company does not have spare parts inventory,
Some equipment also need to be provided by the supplier; such as: card readers, cameras, etc., which greatly affects the efficiency of the service, the problem should be resolved in the first place.
3. Service process and workload: there is no problem with the service process, the main coordination and communication mechanism has not been established,
resulting in engineers can not be with the customer in a timely manner to understand the situation as well as management personnel can not understand the real-time status. This has resulted in unnecessary urging and secondary repair. In addition, due to the special conditions of some areas, such as other counties and urban areas, due to the distance from the company a relatively simple task requires sending people to the scene, which results in a certain waste of resources and increased service costs, I hope that the company in the new year to consider and improve.
V. New Year's vision and expectations
16 of the bell is about to ring, looking back at the past year I harvested more than before, but also their own work skills have been enhanced and development, of course, their own there are certain deficiencies. Expect 16 in the leadership of the care and trust and the support and assistance of colleagues to do a better job, will be their own monitoring system in the company to do better, environmental protection and other products, technical services can be more on the next level. I will improve my shortcomings, but also hope that the leadership can give correction and criticism, I will work with colleagues to do a better job.
After-sales engineer personal work summary 6Time is always busy in the past. But in the 4s store I learned a lot, but also know a lot, the following work, learning in a summary, where appropriate please criticize and correct. XXXX XX XX in XXXX I entered the Xinxiang store, in the automotive after-sales service, in the care of the leaders to guide the comrades around the caring to help, the idea of the work to make greater progress. Looking back on the work of the entry to the work situation, there are mainly the following aspects of the harvest and experience:
First, from the strict requirements of the environment, to recognize the work, and further understanding of their own
I joined the job only to find that my understanding of the after-sales service is still only skin-deep, and there are a lot of things that I had not thought of before, so my The first step is to position yourself and recognize your own work. I feel that how a person's ideological understanding, good or bad working attitude, and high or low working standards are often affected by the working environment in which he or she works. From my ignorance at the beginning to my present familiarity is inseparable from the help of my superior leaders and departmental colleagues. If I were to summarize the working condition of my department over this period of time, it would be six words, namely: strict, intense and busy. Strict work requirements, intense learning atmosphere and busy work rhythm. From vague to clear, I fully realize the importance of my work. At work, in the face of the leadership of the high standards, strict requirements, in the face of colleagues around the positive work enthusiasm and enterprising attitude to learning, in the face of the intense and efficient work rhythm, so that I was y infected, fully aware that, as a member of the collective, I first of all can not give the collective "black", dragging the collective! "Back legs", on this basis, as soon as possible to integrate into the *** with the creation of the "diligent study, hard work" in a strong atmosphere. Under the influence of this environment, I strive to familiarize themselves with their work in the shortest possible time, in the realization of this idea, my work standards also continue to improve, always reminding themselves to always maintain a good state of mind, always set a high standard of work, always maintain the interests of the whole to do a good job of every job. This is also an important guarantee that I can better complete the work of this period of time.
Second, in the diligent study, the quality of the enhancement
It should be said that the past year, is a year of diligent study. Because of their own into the automobile industry time is relatively short, to do a good job in the same standard of work, must pay more efforts. Through learning, so that I no matter automobile service reception, or their own position of business knowledge learning, have made a leap forward. This is also more validated "as long as the pay, there must be a return" of the profound truth.
Third, in the familiar seek breakthroughs, seek innovation, work progress
Review of the past year's busy work, from the beginning of the unintelligible to the current familiar, from the young people just out of the university to the current quasi-professional, from the Department of the colleagues of the awareness of the close cooperation between each other, each of the work of the larger moves on their own It is a kind of exercise and a test. After-sales automobile service process and several other work I will require myself to do seriously, carefully, carefully completed.
In short, the automotive aftermarket is still a growing department, is a good place to exercise people, I am fortunate to grow up with it, it makes me a world of unfamiliar people y realize themselves, realize the nature of the work, that is, the collaboration between each other, a person can be talented, but without the assistance of other people, only one person's strength is nothing to do, I learned in the work of the I have learned a lot of things at work, but also learned a lot of human reasoning. Although I feel very busy and tired, but also experienced the pain in the joy, tired in the harvest feeling. I think this will also be for their own future work and learning to make new progress in laying a solid foundation. I also know that I still have some unsatisfactory places in the work. For example, in the reception, has not yet reached the requirements of excellence; work is sometimes too hasty, lack of in-depth and detailed work style and so on. I want to work hard in the future to overcome the shortcomings, correct the shortcomings, strengthen the exercise, with excellent performance for the company's overall work on the level of dedication and contribution.