Job Responsibilities
- Possess a basic understanding of mechanical and electrical systems, and be able to comprehend equipment-related information.
1. Responsible for after-sales coordination across scenic‑area sightseeing trains nationwide, handling customer repair requests and inquiries; conducting fault analysis and providing technical guidance via online channels, phone, or video calls; and ensuring end-to-end closed-loop management of work orders.
2. Coordinate on-site maintenance and in‑home repair services, liaise with internal technical and spare‑parts teams, track parts shipments and repair progress, promptly update customers, manage communication and address concerns, and resolve customer complaints.
3. Maintain comprehensive after-sales records, documenting fault symptoms, repair solutions, and parts replacement details; prepare repair reports and after-sales logs; generate weekly and monthly summaries; collect product‑related feedback and forward it to the production and technical departments to drive product improvements.
4. Conduct user training sessions for scenic‑area clients, instructing operations and maintenance personnel on routine upkeep, periodic inspections, and troubleshooting common issues; develop and distribute maintenance manuals and operational guidelines.
5. Compile spare‑parts demand forecasts, reconcile inventory records, organize warranty‑related documentation, follow up on warranty expiration reminders, conduct regular customer follow-ups, nurture existing client relationships, and enhance customer satisfaction.
6. Perform other after-sales tasks assigned by supervisors, including occasional travel to project sites to provide on‑site support.
Qualifications
1. Associate’s degree or higher; candidates with majors in mechanical engineering, electromechanical engineering, vehicle engineering, or electrical engineering are preferred. Prior experience in after-sales customer service for vehicles, construction machinery, or specialized equipment is a plus.
2. Familiar with after-sales procedures, strong communication and coordination skills, adept at interacting with scenic‑area clients, resilient under pressure, and willing to undertake occasional short‑term business trips.
3. Able to clearly describe faults and perform basic troubleshooting; proficient in Microsoft Word and Excel, capable of maintaining records, preparing reports, and organizing documents.
4. Detail‑oriented, highly responsible, with a strong service mindset; demonstrates closed-loop problem-solving, maintains thorough documentation, and avoids shirking responsibility; possession of a driver’s license is preferred.
