Summary

This position is responsible for the overall dealer service quality and
CSI（technical）in his/her designated territory with continues improvement on
dealers’ process, capability and workshop KPIs etc. The position shall support
dealers to solve critical technical issues in the territory that dealers could
not solve by themselves. The position shall follow up and support to solve
major customer complaints (Technical) in the responsible area. The position
shall monitor and support dealers’ warranty performance and claim process. The
position shall also coordinate various resources from HQ to support dealers’
daily operation in terms of technical info, standard, process, training etc.

该职位负责其指定区域内经销商的整体服务质量和 CSI（技术），持续改进经销商的流程、能力和车间 KPI 等。

该职位应支持经销商解决区域内经销商无法自行解决的关键技术问题。

该职位应跟进并支持解决负责区域内的重大客户投诉（技术问题。

该职位应监督和支持经销商的保修业绩和索赔流程。该职位还需协调总部的各种资源，在技术信息、标准、流程、培训等方面为经销商的日常运营提供支持。




Main tasks

* Support dealers to solve critical technical issues that dealers could not
solve by themselves 为经销商提供支持，解决经销商无法自行解决的关键技术问题
* Support dealers to improve their standard, process and service quality
continuously 支持经销商不断提高标准、流程和服务质量
* Coordinating various resources from HQ to support dealers’ daily operation
in terms of technical info, standard, process, training etc
协调总部的各种资源，在技术信息、标准、流程、培训等方面为经销商的日常运营提供支持
* Follow up and support to solve major customer complaints(Technical) in the
responsible area 跟进并支持解决所负责地区的重大客户（技术）投诉
* Support and monitor the dealers on warranty and goodwill claim handling
支持和监督经销商保修和善意索赔处理
* Monitor and support the workshop to report outstanding vehicle defects
issues to HERO 监督并支持车间向 HERO 报告未解决的车辆缺陷问题
* Follow up and support to improve dealer workshop KPI’s continuously
跟进和支持经销商车间 KPI 的持续改进
* Daily and on job training to dealer’s mechanics 对经销商的技师进行日常培训和在工作中的培训
* Conduct workshop process audit on time 按时进行车间流程审核



Background