About this role
Sr Service Operations Specialist
Job Overview 工作概述
This position provides support to the Service department and service engineers to ensure that the service department can work in accordance with the company's policy requirements and meet customer requirements.
这个岗位为售后部门和售后工程师提供支持服务，保障售后部门能够按照公司的政策要求进行工作，并符合客户的有关要求。
Job Responsibilities and Essential Duties 工作职责和基本职责
Service Order and Data Maintenance Management 售后订单和数据维护处理（70%）
- Fast response and handle customer request from different channels including hotline, Email and WeChat
接听处理热线，邮件和微信渠道的客户咨询，快速专业响应和处理
- Create, dispatch, confirm and make an invoice of service order (Include installation and Field action) 创建、派遣、确认、开票售后维修订单（包括安装和召回订单）
- Track and manage spare parts sales order, management, and follow spare parts receipt and delivery. 追溯和管理备件销售订单，管理并跟进备件收货和发货。
- Maintain and update IB and daily receiving 维护更新 IB 和售后收款
- Maintain original data of service report and cooperate with regional service manager to handle AR 维护售后报表原始数据，并协助区域维修经理处理应收账款
- Regularly conduct customer satisfaction survey and other survey projects to collect customer voice for continuously improvement. 定期执行客户满意度调查收集客户声音，不断提升客户满意度
Service Documentation Management and Other 售后文件管理及其他（30%）
- Manage daily document and maintain customer functional location 管理售后文件和维护客户信息
- Assist engi