After-sales engineer personal work summary

After-sales engineer’s personal work summary 1

The work during this period was busy and fulfilling. Looking back on past work, there is joy of success and regret of loss, but more importantly, I am looking forward to the future. The work expectations are now summarized as follows:

1. Adhere to the overall concept and do the job well

No matter what job you are engaged in, the most important thing is to adhere to the overall understanding and on-site technical services No exception. I believe that the overall situation of after-sales service work is to "maintain the corporate image and maximize customer satisfaction and loyalty to the company's products." Protecting the interests of customers to the maximum extent is an important component of improving the core competitiveness of our company's products. Partially. Doing a good job in after-sales service is also about promoting the company's products and collecting information on the performance of the company's products in order to make timely improvements so that the products can better meet the on-site application requirements.

2. Good at communication and better at assistance and coordination

On-site technical service personnel should not only have strong professional skills and knowledge, but also have excellent communication skills, a kind of Many times, product problems arise due to improper use and operation, rather than poor quality as reported by customers. Therefore, at this time, we need to find out the key points, communicate with customers, standardize operations, and thus avoid improper use of the product. Trust and even damage to corporate image. Communicating better with customers in daily work and satisfying customers is a powerful promotion of the company's brand image.

3. Be proficient in professional skills and be diligent in on-site inspections

With the continuous development of the electronics industry, competition continues to increase. How to provide computer after-sales service is also to enhance the company's brand competition. A strong trump card. As a technical service personnel, you must observe diligently on site, think independently, communicate more with colleagues, and strive to continuously improve your professional level. Every excellent after-sales service represents customers' further trust in the company's products.

4. Technical knowledge level and practical operation proficiency

I have gained some experience in the past work. The state of mind at work is very important. You must have enthusiasm for work and maintain a sunny smile. , can shorten the distance between people and facilitate communication with customers. Especially for after-sales service work, careful thinking and a calm mentality can promote work improvement and smooth work. Only good methods, skills and judgment in after-sales work can make the work smooth. After-sales Engineer Personal Work Summary 2

I have been working in the company’s after-sales service department for a year. In this year’s work, I have taken “customer first” as the concept and “obey leadership, unite colleagues, "Study seriously, work hard" as the principle, conscientiously completed various tasks assigned by the leadership, and my own business level and work ability have also been improved. We now report one year's work, experience and future efforts as follows:

1. Establish an overall concept and do your job well.

I think the overall situation of after-sales service is to "establish a corporate image and make customers satisfied and loyal to the company's products." Protecting the interests of customers to the maximum extent is to improve the core competitiveness of our products. an important part of. Do a good job in after-sales service, and also provide timely feedback on adverse conditions that occur during the use of the product so that timely improvements can be made so that the product can better meet the on-site usage requirements. Over the past year, I have conscientiously performed my job responsibilities and completed various tasks well:

1. With the cooperation of the after-sales service department and branch leaders and colleagues, we established and improved the after-sales network system , grasp customer information in a timely and comprehensive manner, and achieve timely service contact and coordination.

2. With the active cooperation of the after-sales service department and the leaders and colleagues of each branch, the program backup work of the after-sales project was completed and the after-sales service files were improved.

3. Under the guidance of the leaders of the after-sales service department and the active cooperation of colleagues in various departments, a monthly report on after-sales service work was drafted and a smooth information platform was established.

4. Analyze and summarize the monthly after-sales product quality reports and report them to department leaders and quality control department to handle customer problems in a timely manner, improve product performance, and improve product quality.

5. Provide technical support to the after-sales personnel of each branch to solve customer problems.

6. Earnestly complete other tasks assigned by the leader.

2. Be proficient in professional skills and diligent in on-site observation.

The products developed by our company have world-class new technologies, involve multiple majors, and require high professional skills of after-sales service personnel. After-sales personnel can not only solve individual equipment failures, but are also required to consider the problem from the overall system perspective and propose complete solutions. As a service staff, it is important to observe diligently on site, think independently, and communicate with customers more, which is crucial to solving problems and improving one's professional skills. I actively learn and participate in the debugging of new products to improve my professional skills. During the company's three customer training processes, we studied together with customers and after-sales service personnel of each branch. During the after-sales return visit, not only did I improve my professional level, but I also learned from my colleagues how to behave and do things.

3. Good at communication and coordination.

After-sales service personnel should not only have strong professional and technical knowledge, but also have good communication skills. For new technologies, customers often have improper operation, and the quality is not always as reported by customers. Therefore, at this time, we need to find out the crux of the problem, communicate with customers, and improve customers' level of maintenance of application products, so as to avoid product damage. distrust and even damage to the corporate image.

During this year’s after-sales return visit, I deeply realized that customers value not only product quality, but also after-sales service. Real sales begin with after-sales service. We have had cases where we lost the market due to poor after-sales service, and there have been cases where we have signed additional contracts because of good after-sales service. In the after-sales service process, handling emotions is as important as handling events. We must use value-for-money service attitude and value-for-money service quality to impress customers. From the perspective of "customer interests", we should introduce and promote new technologies and products to customers. Increase customer loyalty to our company's products.

4. Inadequate improvements and looking to the future.

I have worked in the after-sales service department for a year. I have done some work, learned a lot of knowledge, and improved a lot of abilities. However, there are still many shortcomings and problems that need to be learned and improved:

< p>　1) If new technologies and new products are not mastered enough, theoretical and practical learning must be strengthened and participation in project sites must be carried out.

2) Go to the after-sales service site to understand customer needs, fundamentally solve customer problems, and further improve the after-sales service files.

3) Cooperate with the leaders of the after-sales service department to strengthen the professional skills training of the after-sales service personnel of each branch.

4) The awareness of work innovation is not strong. You need to study more and go to after-sales service sites more to improve your work ability.

In the future work, I will carry forward my strengths, overcome my shortcomings, and do all my work in a down-to-earth manner with a high degree of responsibility for my work. After-sales engineer’s personal work summary 3

1. Handling of after-sales machines:

From September 26 to October 25, after-sales service received 2,582 faulty machines from dealers and returned them There are 2,291 units sold to dealers, and 291 units are owed to dealers, with a monthly debt probability of 11.27%.

The main reasons for lack of machine are: 1. Some models do not have the right to repair. Among the 39 after-sales models, our company does not have the right to disassemble and repair 20 models, accounting for 51.28% of the total models. Faulty machines of these models can only be returned to the factory for processing, relying entirely on the processing capabilities of upstream units.

2. Upstream manufacturers of 15 models have made it clear that they will no longer be replaced, accounting for 38.46% of the total models. Although the remaining 24 models were refurbished or quoted for refurbishment, most of the casings of the refurbished machines were obviously worn, resulting in some machines being returned after being returned to customers.

3. There are no turnover machines available for loan in the warehouse for 20 models, and the inventory of spare parts is low, so they must be returned to the factory for replacement and repair.

4. Dealers are slow to process returns, and some dealers do not pay quotations in time or deliberately delay them, resulting in a backlog that cannot be resolved. There are 46 quoted and returned machines, accounting for 15.8% of the total outstanding machines. Among them, Yantai Huaying was the most serious. There were 33 returned machines and the quotation was delayed for nearly two months.

The most models owed to dealers:

On October 13, 1,698 warehouse turnover machines were borrowed, on October 26, 1,564 warehouse turnover machines were borrowed, and on November 1, the warehouse was borrowed 1,498 turnover machines were returned, 200 of which were returned.

The models that occupy a large number of turnover machines are:

The main reasons for high occupancy:

1. The early sales volume is large, and the quality of the machines Unstable, resulting in high turnover machine occupancy in the later period.

2. Some upstream manufacturers are slow in repairing and refurbishing. In order to improve the processing speed of downstream dealers, they can only use our commercial machines for turnover first.

3. After long-term turnover, most of the machine casings have been worn to varying degrees, do not meet the warehousing standards, and are left behind for after-sales backlog.

3. Focus on after-sales work next month:

1. According to the company’s unified deployment, continue to reduce the number of warehouse turnover machines without affecting the normal work of after-sales.

2. As the number of maintenance machines continues to increase, increase the reasonable order quantity of accessories, repair faulty machines locally as much as possible, and reduce the use of dismantled turnover machines to reduce after-sales costs;

3. Adjust the structure of after-sales maintenance personnel, stimulate work enthusiasm, evaluate according to quantity, and eliminate the last ones;

4. Strengthen the service awareness of front desk clerks, correct their work attitude, and standardize service terms;

5. Establish an electronic ledger to improve work efficiency and strengthen data statistics and management capabilities;

6. Establish a monthly reconciliation system, with upstream and downstream dealers on the last weekend of each month Reconcile accounts and conduct weekly physical inventory counts.

7. Strict internal management, strengthen the accuracy and completeness of reports, ledgers and other data, and strengthen security measures and security awareness.

4. Monthly data analysis:

1. When the number of dealers owed increases, it will directly lead to an increase in the number of warehouse turnover machines borrowed. The first reason for this phenomenon is that the turnover machine borrowed in the early stage cannot be turned over due to shell problems and must be returned to the warehouse in time for cancellation. The second reason is that there are few parts, so in an emergency, the machine has to be dismantled or replaced with new ones.

2. When the number of machines owed by manufacturers decreases, the number of machines owed to dealers also decreases. This reflects that the processing capabilities of upstream manufacturers still have a greater impact on us. If there is a problem at home, it will be extremely detrimental to the work.

This month ***, 2,582 units were picked up and 1,640 units were returned to the factory for processing, with a return rate of 63.52%. 1,347 machines were solved locally by relying on accessories or dismantling, accounting for 58.77% of the processing volume.

5. Work suggestions:

1. Order and stock refurbished and wearing parts. The turnover machine is renovated and returned to the warehouse to reduce the occupation of commodity machines. Use spare parts for maintenance and try to avoid dismantling the turnover machine. Be prepared for a rainy day and stock up on wearing parts to cover the one-year warranty.

2. Strengthen the turnover speed of replacing old parts with new ones and improve the efficiency of use.

3. I hope that the leaders can adjust and add a computer and an employee after-sales service, establish an after-sales electronic ledger, improve query efficiency, make the statistics of failure rates and the ordering of accessories more scientific and rational, and through manual Check the ledger, identify problems and solve them in time. After-sales Engineer Personal Work Summary 4

Time always flies by unknowingly. In a blink of an eye, the work in 20xx is over. I want to say that this year’s work is very meaningful to me. I have gained a lot in the past two years since I joined as an after-sales engineer in 20xx. Through more than two years of training, I have a very in-depth understanding of the company's instruments, and I can solve problems independently. During this year of work, I learned a lot from going through the ups and downs and persisting until the end. Below I summarize my gains and growth in this year’s work from four aspects.

1. Ideologically

In this year’s work, I realized that in order to be a qualified workplace person, we must first position ourselves correctly, and secondly adjust ourselves well. Our own state, because we often encounter a lot of knowledge and problems that we do not understand at work. In solving these knowledge and problems, we must learn to adjust our mentality, which is also essential for any job. , as an employee of the company, only by fulfilling the company's various systems and promoting corporate culture can we do this job better.

2. Work

After a year of work, this job gave me a lot of exercise and made me realize what my job responsibilities are. As a member of the company, Employees must conscientiously implement the company's various systems, spread corporate culture and work creed, and provide after-sales service to customers. As a member of the team, they must shoulder the team's obligations with responsibility, do the team's tasks carefully, and complete their own tasks. To achieve the goal, we must have a strong sense of team honor, so that everyone will be prosperous and suffer losses. We must work hard for the better development of the entire team. As professionals, we have the responsibility to be responsible for our own words and deeds. We must not violate workplace rules or company systems, and we must be responsible for all consequences caused by ourselves. The following is the responsibility for our work. There are three main points of specific understanding:

1. Mentality determines success or failure, and state determines success or failure. I believe that everyone who has just entered the workplace will be full of confidence and passion for the work they are engaged in, but really When you start working, you will feel a little overwhelmed, and you need to learn to adjust your mentality. It is very important for me to learn to adjust my mentality, because only a positive mentality will not make us depressed in the face of setbacks, but will encourage ourselves more.

2. Details determine success or failure. As an after-sales engineer, you must not only continuously hone your skills in installation training and maintenance work, but also establish a good communication relationship with department teachers to assist sales in customer inquiries. Maintenance work. Sometimes during the installation training process, if some details are not explained in place, it will increase the later workload and reduce the customer's work efficiency, which may directly reduce customer satisfaction with the company's products.

3. The importance of the team. In the past two years after joining the company, I am very fortunate to live in a team full of smiles, harmony, and mutual help. They help me when I encounter difficulties at work. Solve problems, comfort me when I'm feeling down, care about me when I'm not feeling well, because of you, I can do my job better.

3. Learning

As after-sales engineers, of course we cannot stop learning about ourselves. As the company’s products are updated and accessories are upgraded, we will always encounter new problems. There will always be new products that we need to understand. There is an old saying that goes well: live and learn. We must constantly enrich our clinical knowledge and ability to solve new problems based on the company's products, and we must constantly ask for advice. The company's veteran engineers enrich their knowledge and troubleshooting abilities.

IV. Words and deeds

When communicating with customers, we must pay attention to methods and attitudes. As engineers, we represent the company when we provide door-to-door services, so we must pay attention to our own Our words and deeds represent the company, so we must pay attention to our attitude and wording when communicating with teachers, not only to solve problems efficiently, but also to remind customers of their satisfaction with the company. After-sales engineer personal work summary 5

Time flies and the year is coming to an end. This year can be said to be another starting point and turning point in my life. So many things have happened, some of which will affect my life. Every detail of those jobs is still vivid in my mind, including laughter and melancholy, enthusiasm and depression. But in general, this year has been an extraordinary and mediocre year in my life; I have worked hard, lost, succeeded, looked forward to it, and of course suffered setbacks; every joy of success, every difficulty. The hardships sowed seeds in me. I hope that in the coming years, these seeds can grow vigorously and add more green to the company's future and my career.

At this moment, I will make a simple summary of my experience in the company:

1. Obtain recognition and affirmation from the company leaders and be entrusted with important tasks

In 20, During the open recruitment conducted by the company, I was honored to serve as the deputy manager of the operation and maintenance department due to the trust of my leaders and the support of my colleagues. Since June, I have worked hard with my colleagues on the renovation and maintenance of the monitoring center of the Chengdu Branch of China Merchants Bank, branch (self-service banking) automatic doors, key security systems, emergency life-saving channel door locks, access control controllers, etc., which has been recognized by customers and the company. ; and worked together with colleagues to adhere to the concept of putting customers first and completed the 12369 and sewage charges, monitoring, and ramp system maintenance and installation tasks for customers such as Provincial Environmental Protection, Lianghe Parking Lot, Dekang Hospital, Chengdu Public Security Jinniu Branch, etc. .

In the process, I learned about the company culture and integrated into this warm family; I also mastered more public relations and work skills through the company's theoretical and skills training, which allowed me to qualitatively improve my abilities.

2. One-year work focus and work situation

1: From June to July, with the care and support of the company leaders and the collaborative help of department colleagues, I understood and became familiar with the department The main tasks, such as: China Merchants Bank Chengdu Branch Center large screen and access control system, Lianghe Park intelligent parking lot system, Dekang Hospital, Chengdu Jinniu Public Security Bureau, Yanshanxin Monitoring System, An County Traffic Buckle System, Provincial Environmental Protection 12369 Environmental Protection Report Hotline system and other different projects.

2.: From July to September, I learned the company’s corporate culture and integrated into this warm family; with the care of the company leaders and the support of colleagues, I completed the role positioning and customer groups. The maintenance tasks mainly include the upgrade of the secret security system of China Merchants Bank, the maintenance tasks of the Lianghe parking lot system, the monitoring system of Dekang Hospital and Jinniu Public Security Bureau, and the environmental protection 12369 system.

3: From September to now, we have completed the smooth handover and daily maintenance tasks of the environmental protection sewage charge system, successfully passed the company’s quality system review, and successfully completed the smooth formulation and development of department systems, specifications, and service processes. implementation.

4: Difficulties and troubles encountered in this process: ① China Merchants Bank has the most problems, which are manifested in problems with China Merchants Bank’s automatic doors, emergency passage fire doors and POS consumption systems. The main faults are reflected in network disconnections. The access control card cannot be read, the POS consumption cannot be recharged and the card is swiped, etc. After being processed by the company's engineers on site, it can work normally for a period of time, but it will appear again. The analysis shows that the faulty equipment is: card problem, the card reader has the most problems; but the most troublesome problem is with China Merchants Bank The large screen problem has been successfully solved; other problems are basically related to customers' use and irregular operation. Although the company has sent people for training many times, due to frequent changes in China Merchants Bank personnel, there are still certain problems in operation. ②The second most common problems are environmental protection and sewage charges. Although our company rarely goes to the site for maintenance, the amount of online maintenance through the network is still large. The problems are mainly reflected in system problems and network problems. Network problems appear slightly. There are fewer problems than system problems, which are manifested as: user authorization problems, system upgrade problems and user names that are not familiar with the use of the system. ③Finally, some other monitoring and bayonet interfaces have received less maintenance so far. The faults are mainly reflected in front-end equipment problems: such as cameras, speedometers, etc. Of course, the platform also has some detailed work that needs to be repaired.

5: My own shortcomings are mainly reflected in the fact that my work skills in some of the company's projects need to be further improved. My daily work situation is not explained to my leaders, and I often cannot clock in to work on time. In the future, I will abandon all these shortcomings and do my best. To welcome the new year.

3. Work plan and arrangement

The 15th work is coming to an end, and the 12th team will be responsible for the maintenance of Aba, Ya'an, traffic checkpoint projects and environmental pollution source control and Jinniu projects. We will summarize the lessons learned and shortcomings at work in the previous year and prepare for the next year's work. Specific implementation plans: Since we are about to receive maintenance tasks for 4 new projects in the new year, we hope that the company can give the department Recruit another engineer so that his skills can meet the department's maintenance tasks and improve service quality; according to the current situation, the department will set up several "supervisor" positions, 1. One person will be mainly responsible for daily maintenance and inspections of the three major environmental protection projects, etc. work; one person is mainly responsible for the daily maintenance and inspection of various systems of China Merchants Bank projects; two people are mainly responsible for the daily maintenance and inspection of various projects at Jinniu Public Security Bureau and traffic checkpoints; 2. Conduct centralized training or on-site training once every quarter; 3. We will further improve the departmental system and implement the personnel responsibility system; of course, when the tasks are heavier, we will make real-time adjustments, flexible support, and cross-maintenance to improve the quality of maintenance and training.

4. Suggestions on company system and management

In response to the problems we encountered during the maintenance process, I make the following suggestions:

1. Regarding the company's products: Today, our company has basically no products, especially for new projects, and the products are in the testing stage. However, these products have already been used by customers, so there are many problems, and the engineers are all on one side. Learn and maintain at the same time.

It is unavoidable to consult the relevant parties of the company in front of customers on how to deal with the problem, which leaves a bad impression on the customer; secondly, due to the update and upgrade of old products, the operation of the equipment is also unstable, resulting in a huge amount of maintenance, and the problem arises again after dealing with it. New question. Hopefully Company 12 will improve in this area. 2. Accessories management: The company has major problems in accessory stocking, mainly because the relevant accessory companies do not have accessory inventory.

Some equipment needs to be provided by suppliers; such as: card readers, cameras, etc. It has greatly affected service efficiency, and this problem should be solved first.

3. Service process and workload: There are no problems with the service process. The main reason is that the coordination and communication mechanism has not been established yet.

As a result, engineers cannot understand the situation in time with customers and managers cannot understand the situation in time. Know the real-time status. Resulting in unnecessary urging and secondary repair reports. In addition, due to the special conditions in some areas, such as other counties and cities, people need to be sent to the site for a relatively simple task because they are far away from the company. This has resulted in a certain waste of resources and increased service costs. I hope that the company will do more in the new era. Considered and improved over the years.

5. New Year’s ideas and expectations

The bell of 16 is about to ring. Looking back on the past year, I have gained more than before, and I have also improved my work skills. In order to improve and develop, of course it still has certain shortcomings. I hope that with the care and trust of the leadership and the support and assistance of colleagues, 16 will do a better job, do a better job in the company's monitoring system, and take the technical services of environmental protection and other products to a higher level. I will improve my shortcomings, and I also hope that the leaders can give me corrections and criticisms. I will work with my colleagues to do a better job. After-sales engineer’s personal work summary 6

Time always passes in a hurry. But I learned a lot and understood a lot in the 4S store. Here I will summarize my work and study situation. Please criticize and correct any inappropriateness. In XXXX, I entered the Xinxiang store and worked in the automobile after-sales service. With the care and guidance of the leaders and the care and help of the surrounding comrades, I made great progress in my thinking and work. Looking back on the work situation since joining the company, I mainly have the following gains and experiences:

1. Under a strict environment, understand the work and further understand myself

It was only after I joined the company that I I found that my understanding of after-sales service was only superficial. There were many things that I had not thought of before. Therefore, my first step was to position myself and understand my work. I feel that a person's ideological understanding, work attitude, and work standards are often affected by the work environment in which he or she works. From the initial ignorance to the familiarity I have now, it is inseparable from the help of superior leaders and department colleagues. If I were asked to summarize the working conditions of my department during this period, it would be in six words: strict, tense, and busy. Strict work requirements, intense learning atmosphere and busy work pace. From fuzzy to clear, I fully realize the importance of my work. At work, facing the high standards and strict requirements of the leadership, facing the positive work enthusiasm and proactive learning attitude of the colleagues around me, and facing the intense and efficient work rhythm, I was deeply infected and fully realized that as a collective As a member of the group, I must first not "smear" this group or hold this group back. On this basis, I must integrate into the strong atmosphere of "diligence in study and hard work" created by everyone as soon as possible. middle. Under the influence of this environment, I strive to become familiar with my work in the shortest possible time. In the realization of this idea, my work standards are also constantly improving. I always remind myself to maintain a good mental state and establish a good attitude at all times. We must maintain high work standards and always safeguard the interests of the whole to do every job well. This is also an important guarantee for me to be able to better complete the work tasks during this period.

2. Through diligent study, quality has been improved

It should be said that the past year has been a year of diligent study. Since I have been in the automotive industry for a relatively short time, I have to put in more effort if I want to do a good job at the same standard of work. Through learning, I have made a leap forward in both car service reception and business knowledge learning for my position. This also further proves the profound truth of "as long as you pay, you will be rewarded".

3. Seeking breakthroughs and innovations in familiarity, and making progress in work

Looking back on the busy work of the past year, from the initial ignorance to the current familiarity, from just taking the first step From the young people in college to the current quasi-professionals, colleagues in the department realize the close cooperation between each other. Every major move at work is a kind of exercise and a test for themselves. I will ask myself to complete several tasks such as the after-sales car service process seriously, meticulously and meticulously.

In short, automobile after-sales is still a growing department and a good place to train people. I am fortunate to grow with it. It allows me, a person who is not deeply involved in the world, to deeply understand myself and the work. The essence of work is collaboration. One person can be talented, but without the assistance of others, one person alone cannot do anything. I have learned a lot about work at work, and I have also learned a lot. The principles of life. Although I felt very busy and tired, I also experienced the feeling of joy in the midst of suffering and gain in the midst of fatigue. I think this will also lay a solid foundation for making new progress in my future work and study. I also know that there are still some unsatisfactory places in my work. For example, in the reception, the requirements for excellence have not yet been met; the work is sometimes too hasty and lacks an in-depth and meticulous work style, etc. I will work hard to overcome shortcomings, correct shortcomings, strengthen training, and contribute to the company's overall work level with outstanding performance in my future work.