Suzhou Xilinjieke Electronic Technology Co., Ltd. maintenance service process and maintenance personnel responsibilities

General rules:

The purpose of formulating these regulations is to strengthen enterprise management, improve the maintenance service system of Suzhou Xilinjieke Electronic Technology Co., Ltd., protect the legitimate rights and interests of users, and make the customers' equipment fully benefit. The maintenance service wins the trust of customers and reassures the customers", and provides customers with satisfactory and professional maintenance services.

1. Responsibilities of maintenance service personnel:

1. The maintenance service is to solve the problems and problems for the users in time according to the problems and situations reported by the users, and restore the normal status;

2. Find out the deficiencies or areas that need to be improved in the company's service process through maintenance services, so as to better improve and improve the level and quality of maintenance.

2. The work flow and work requirements of maintenance service personnel:

1. Respond quickly to maintenance service work requirements, and make preparations in a timely manner:

         After receiving the work dispatch order, it is required to perform unconditionally and fully prepare the itinerary and work arrangements. It is required to rush to the maintenance site within 24 hours; if there is an emergency, obey the company's schedule. Arriving at the scene in time is the best reflection of the company's image.

2. Maintenance service work requires carefulness and calmness:

         The maintenance service personnel dispatched by the company must communicate with the user before departure, understand the user's on-site situation, and communicate with the user about the departure and arrival time.

         After arriving at the scene, communicate with the user, check the equipment problem and immediately understand the situation to the foreman, and actively cooperate with the customer to solve the problem. If it falls within the scope of the company's project, arrange workers to solve it in time; if it does not fall within the scope of the company's project, negotiate with the customer again.

         In the face of possible dissatisfaction or doubts from users or other unit personnel, it is necessary not to be impatient or impatient, but to listen carefully, calmly, and communicate more. Keep the principle of users first, actively handle problems, and carefully handle your work.

3. On-site work and problem-solving for maintenance services require proactive:

          After the maintenance service personnel dispatched by the company arrive at the site, they should actively engage in work, complete their work step by step, and complete the work tasks in a timely and efficient manner. When there is a problem, according to the actual situation on the site, combined with past experience, use methods such as comparison, exclusion, and counter-evidence to find the cause of the failure, and we must concentrate, think carefully, and be meticulous. Pay attention to details, deal with problems first, and then put forward your own opinions, so as to give users a good image of being serious, responsible and trustworthy. You must request to complete your own repair work within a short period of time.

4. On-site work of maintenance service requires active and enthusiastic communication:

          The maintenance service personnel dispatched by the company should actively and enthusiastically communicate with users and exchange opinions. By analyzing the reasons, you can avoid similar problems in the future and make users satisfied.

5. Positive feedback on maintenance service work requirements:

          After the maintenance service work is completed, it is necessary to fill in the maintenance service record sheet carefully, and summarize the experience of the maintenance work in order to better serve customers.

Maintenance service work details:

1. Receive user notification requirements, communicate with users, understand the situation and problems on site, and confirm the dispatch of relevant personnel.

2. Fill in the maintenance service work dispatch form, specify the dispatched personnel, explain the work arrangement, the user unit, the contact number, the work task, and the arrival time.

3. After the maintenance service personnel receive the maintenance service dispatch order, they must communicate with the user in time, combine the problems reported by the user, fully prepare the tools and accessories to be carried on-site work, coordinate the departure and arrival time, and notify the user. Plan your itinerary and set off on time.

4. After arriving at the site, put on shoe covers, check the actual situation and problems, adjust your work arrangements, do a good job in site protection, and carry out construction.

5. After completing the maintenance work, the maintenance service personnel must let the customer accept it in time, and ask the customer whether there are other items or problems that need maintenance.

3. Image and safety matters of maintenance service personnel:

1. The maintenance service personnel dispatched by the company are the representatives of the company and the embodiment of the company's overall image and quality. They work on the maintenance and construction site, and are prohibited from smoking, spitting, making loud noises, and using civilized language.

2. The maintenance service personnel dispatched by the company need to pay attention to personal safety at all times when working; the personal safety awareness of the maintenance service personnel is a responsibility to themselves and the company.

4. Strengthen training and strive to improve the overall quality of maintenance service personnel;

1. Take a combination of centralized and decentralized methods for business learning, link theory with practice, and simulate on-site operations.

2. Organize and write booklets of common machine equipment problems and solutions, so that each maintenance person can write a booklet, which is often read and remembered for easy mastery.

3. Carry out skills training on interpersonal communication, dialogue and communication, so as to show the company image and work quality in specific workplaces. Strengthen technical training, improve technical level, communicate with each other, provide effective process improvement, improve project quality, and improve the technical level of maintenance service work.