1.1.1. Introduction to the After-Sales Service Department

The company has established a dedicated after-sales service department. Our after-sales service team is composed of experienced and professional engineers to provide customers with comprehensive delivery, installation and commissioning, technical support, training, repair and maintenance services. It consists of a technical service group and a customer service group

The organizational structure of the company's after-sales service department is as follows

After-sales service department organization chart

The after-sales service department also has our company's project chief designer and senior R&D personnel who also serve as after-sales service technical support personnel, responsible for providing expert-level technical support services in after-sales service work and solving product systemic and difficult problems. The number of after-sales service team personnel fully considers the needs of after-sales service work to ensure the smooth development of after-sales service work

After-sales service collaborative support system diagram

Our company attaches great importance to the management of after-sales service guarantee work, has established a strict quality assurance system and a high-quality after-sales service team, and firmly believes that "the user is God, do a project, build a monument, and make a group of friends". Our service goal is "pursuing zero failures", our service concept is "the ownership of the equipment is in you, the quality is in me", our service tenet is "solve the problem first, then analyze the responsibility". To this end, we fully implement the principle of active service

After-sales service personnel introduced that the after-sales guarantee service department is composed of 1 after-sales guarantee service department manager, 1 customer service specialist, and 4 technical service personnel. The team members of the after-sales guarantee service department are stable, and the division of labor is clear. It is mainly composed of relevant professionals such as electronic communication technology, electronic information science and technology. After all members of the after-sales guarantee service department team have been trained and qualified, they will be issued a "job certificate". The main responsibilities and division of labor of the after-sales guarantee service department team members are introduced as follows:

1. 1 manager of the after-sales service department, responsible for the planning, scheduling, communication and coordination of daily after-sales service work, as well as the management of after-sales service technicians, and responsible for the smooth implementation of after-sales service guarantee work

2. 1 customer service specialist, referred to as "customer service specialist", is responsible for answering or actively calling customers and answering customers' questions. Timely processing of after-sales service information, and tracking of after-sales service information feedback, handover, customer relationship maintenance and other work. And complete the user's evaluation of the quality of after-sales service

3. 3 technical service personnel, responsible for completing the implementation of after-sales service work such as after-sales service guarantee, maintenance, training and technical support

1.1.2. After-sales service flow chart

The company's after-sales service flow chart is as follows