Annual work summary of after-sales engineer

Annual work summary of after-sales engineer

Summary is a written material that comprehensively and systematically reviews and analyzes the study, work or its completion in a period. Through it, you can fully and systematically understand your previous study and work. Let's write a summary for ourselves. So how do we write a summary? The following is my summary of after-sales engineer's work for one year, for your reference only. Let's have a look.

The annual work summary of after-sales engineers is 1. I have been in XX company for three years. I have been engaged in on-site after-sales technical service, witnessed the company's development and improvement of the system, and I am proud of it from the heart. After three years of work experience, I have accumulated some knowledge and experience about after-sales service, which I share with my colleagues as follows.

First, establish a global concept and do a good job.

No matter what kind of work you are engaged in, establishing a sense of overall situation is the primary issue, and on-site technical service is no exception. I think the overall situation of after-sales service work is to "establish corporate image and maximize customer satisfaction and loyalty to the company's products." "Maximizing the protection of customers' interests is an important part of improving the core competitiveness of our products. Do a good job in after-sales service, and at the same time, in order to feedback the bad situation of the product from the factory to the user in time, so as to improve it in time and make the product better meet the requirements of on-site use.

Second, be good at professional skills and be diligent in on-site observation.

With the continuous development of iron and steel industry, refractories should also meet the requirements of new technology. As technical service personnel, it is very important to observe diligently, think independently, communicate with skilled workers on the spot and keep abreast of the application knowledge of refractories in the new environment. Whether a product quality survey can be done well is a yardstick to measure the professional level of technicians and an effective means for technicians to master application knowledge as soon as possible.

Third, being good at communication is better than assisting coordination.

On-site technical service personnel should not only have strong professional technical knowledge, but also have good communication potential. Problems with a product are often due to improper use and operation, rather than poor quality reflected by customers. So at this time, we need to find out the crux, communicate with customers, standardize operations, avoid distrust of products, and even damage the corporate image.

Promoting the company's products to customers is not only the responsibility of business personnel, but also the responsibility of every employee, including technicians. Technicians should be better at assisting business personnel to introduce and promote their products to customers from a technical point of view, and at the same time coordinate the relationship between the project department and site construction and salesmen to play a good role as a bridge.

Under the new situation of iron and steel industry development, especially the recent promulgation of "Iron and Steel Industry Development Policy", the refractory industry is also facing opportunities and challenges. In this context, after-sales service also needs new working ideas. If an enterprise needs two feet to make steady progress, then one foot is a high-quality product and the other foot is a perfect after-sales service. The company's products can create famous brands, and the company's services can also try to create brands. Only by relying on high-quality products and perfect after-sales service system can enterprises be invincible in the competition.

After-sales engineer's annual work summary 2 After-sales service is a kind of service after the product is sold, which is related to the follow-up maintenance and improvement of the company's products and is an important platform to enhance communication with customers. The quality of after-sales service is directly related to the company's image and fundamental interests. It also indirectly affected sales performance. I have been engaged in after-sales service for many years, summed up the problems existing in after-sales service, and discussed how to better realize after-sales service-> field problems (customer feedback)-> production management, arrangement-> improvement of product performance and comprehensive strength from the following aspects:

First, the initial after-sales period

1, Delivery: When our products are sold, it is necessary to send personnel to the site for installation service. This seemingly simple work has its importance.

(Summary of special rectification work in 20xx years)

According to the needs of customers, we usually deliver the goods to the construction site in advance, and at this time, someone will go with the goods. When the service personnel take the goods, they must confirm the contact person and contact information, contact the customer half a day in advance, discuss how to receive the goods and make arrangements in advance. Make sure that customers make time adjustments during this period, because time is precious to everyone, and other arrangements may appear halfway. So when communicating with customers, you can put the time back a little. For example, if you arrive in the afternoon, you can say:

"Not surprisingly, you can arrive at normal night."

"I will contact you as soon as possible!"

"I am not familiar with the situation here. Do you think you can pick me up? "

If the other person is busy or unfamiliar with this place, you don't have to be sad. You can ask the address in detail. If the distance is far, the expenses incurred can be mentioned to the other party after installation and debugging. But don't argue with customers.

2, on-site installation

After the goods arrive at the construction site, they must be installed. If the construction period is tight, it must be installed at night at the request of customers. At this time, to get the help of the other party, you can coordinate the person in charge of the construction site and arrange the help of drivers or migrant workers to complete the task better and faster. Of course, it depends on your own situation. If you feel uncomfortable, you can try to arrange others to finish it. During this period, you can communicate with the person in charge. Get customers involved and let them know how to install it. Don't do it yourself without saying a word! Of course, it's another matter that he doesn't arrange it after you say it.

In another case, when the goods arrive at the construction site, the construction period may not be tight. If you don't mention when to install, customers may forget or not arrange the installation at this time. At this time, you should take the initiative to say, "We come out to serve. First, the company has arranged and has rules and regulations, so it must be installed and debugged as soon as possible. When we arrive at the construction site, we also obey the customer's arrangement, so when you need the goods, we will immediately provide on-site service. When do you think this matter can be arranged as soon as possible so that we can make better arrangements! Because everyone is very busy now. "

3. Installation and debugging

After the installation, the instruments and equipment should be debugged. Ensure that the instrument works normally and the equipment is installed normally. There will be some problems that we need to solve.

3. 1 instrument problem

After debugging the instrument, it is found that the parameters are unstable. At this time, should we check, one or two? Or the whole? Or what is the impact of the road surface? If you can't solve it yourself, you should call the leader in time. Don't give bad products to users. Even if there is a little problem, we must solve it! So as not to leave unnecessary "hidden dangers".

3.2 Equipment problems

In the installation of equipment, we often encounter the problem of installation mismatch, sometimes it is the defect of products in this province, and sometimes it is the "foreshadowing" left by our processing. When I went to the site to serve, I encountered such a situation: the tooth length of the standard part screw was different, and as a result, when the screw was locked with another standard part, it could not be tightened. The impact on customers can be imagined! Therefore, when there is a problem, the after-sales service personnel should not only solve the problem, but also reflect the problem in time. When the production management knows this situation, it should adjust it in time, find out the reason and increase the inspection before leaving the factory! Make sure that the similar situation will not happen again!

From the beginning of my service in XX to now, there are still some handling problems and loopholes in production management. Production management is particularly important for an enterprise. If the management is not in place, the product will be flawed, which will directly affect the user's evaluation of the product use and the market share of the product! Just like evaluating a person, we value a person's quality more when everyone's level is different! A person's quality directly affects the company's image.

4, equipment use

After the instrument is installed, it will be debugged and used. Be sure to communicate with users as much as possible before use, and explain some problems that may be encountered in the construction process and how to deal with them! What should I pay attention to when using the instrument? What are the factors that affect the site? People, things and equipment must come down from each other in an orderly way.

5. Give the equipment to the user intact, and let the user know enough about the product, and then let the other party sign the bill! Leave the driver's phone number and communicate with the driver if necessary! I don't know how to ask the driver more! At least let the driver feel that our products are very good and cost-effective, and it is right to choose our products!

Second, the after-sales end.

At an appropriate time, call the user and ask how to use the instrument! Give timely explanation and reply to the problems that arise. When you can't judge, discuss with the leader how to deal with the problem better!

For after-sales service, I want to make a summary here: after-sales service is a very important job and an important continuation of sales. If it is done well, it can increase sales opportunities. If you can't do it well, you can also destroy a network. Therefore, to engage in after-sales service, we must first understand all aspects of this industry. Our after-sales service is a connecting link, on the one hand, we should contact the bottom, on the other hand, we should also contact the middle and even the top. Our service status will not change, we just need to communicate with each other from different angles and images! !

Annual Work Summary of After-sales Engineers 3 20xx years is an extraordinary year for individuals, and it is also a year of choice. There are two reasons: first, I bid farewell to the familiar and emotional work in Shenzhen, and I am reluctant to part with it; Second, I returned to my hometown of Xiangfan and came to work in Dali Electrician Group, working in a harmonious and United after-sales service team. This exciting and challenging new job will be my working platform for some time to come.

I feel lucky to get the help of so many leaders and colleagues over the past year. Personality means that leaders can understand our situation well, make practical arrangements, reduce our unnecessary pressure and make our work mood stable and comfortable. Colleagues in the department are like family. We cooperate with each other in our work and learn from each other's strengths. The purpose is simple-improve technology, better serve customers, solve problems and maintain the company's image.

Looking back on 20xx years, I made a personal work summary report from the following aspects:

First, looking back on the road of growth, it is difficult to give up the past work team.

Looking back on my work in Shenzhen in 20xx, I am excited and excited. At the same time, the opportunities and challenges of big cities have made me think and reflect on my future life. At this moment, it is even harder to give up. Faced with the choice of going or staying, I have been thinking for a long time. I can continue my previous work, be a senior technician, work comfortably and leisurely in the office, and understand the cultivation of a world-class big company. Leaving the company, a new working environment, many things are unknown. At that time, I thought of the story in "Who Moved My Cheese". Only by daring to try to change and break through, life will be more exciting. So I chose a new working environment to experience and learn.

Second, integrate into the new environment and reposition the protagonist of the work.

I went back to work in Xiangfan from Shenzhen and worked in the after-sales service department of Dali Group, but the objects and methods of work were really different. It was really uncomfortable at first, but with the help and guidance of leaders and the care and care of colleagues, this uncomfortable psychology soon disappeared. However, compared with the rapid psychological adaptation, the adaptation of working methods is relatively slow. Like the previous work, many things are fixed and simple, and the working procedures and methods are relatively simple. At this moment, the practical problems to be dealt with are often not only difficult, but also difficult to communicate with other companies or Party A, and customer dissatisfaction has also brought some adverse effects to the smooth progress of the work. We should fully consider and record whether the process and methods are properly considered and not comprehensive enough, and improve our potential to deal with problems through the accumulation of time and field experience. We should also fully and effectively communicate with customers on site problems to prevent unpleasant things from happening, so that on-site problems can be dealt with in time and customer relations can be maintained.

My new job and protagonist have given me many challenges, and at the same time, every special service case has given me the opportunity to learn and improve myself. The following is a representative case report, which can be well illustrated.

3. Make continuous progress, update at all times, and do your own job well.

After each on-site treatment, I have developed the good habit of recording the debugging process of roads and sites and the handling process of their problems every time, which has greatly improved my level. Technology itself is a long process of accumulation, and at the same time, we must constantly learn advanced new technologies to arm our minds. Because of the nature of work, it will become a considerable wealth to develop good personal work record habits over time. Through nearly a year's work and accumulation, we can now independently handle the company's related products, many of which are cultivated by the company, so as to promote its independence as soon as possible and produce economic benefits.

Four. Concluding remarks

Looking back on this year's work, although I have achieved a lot, I still feel that I have many shortcomings:

1, just to meet the completion of their own tasks, work development is not bold enough.

2. The professional quality is not improved fast enough, and the new business knowledge is not learned enough and thorough enough;

There is still a gap between my work and other colleagues, and my sense of innovation is not strong.

In the future work, please supervise and recommend more. I will try my best to improve my own shortcomings and strive for better results. As the saying goes, "bit by bit, we do extraordinary things." In the future work, no matter whether the outside work is boring or colorful, I will continue to accumulate experience, work hard with my colleagues, work hard, study hard, and strive to improve my cultural quality and various work skills.

After-sales engineer's annual work summary flies four times. I have been in the company for more than a year. As a newcomer, everything here is new to me. But after the novelty, it is more strict discipline and strict requirements, which is completely different from the previous student life.

As an after-sales customer service staff, I gradually feel that customer service work is to constantly accept various challenges in the ordinary and constantly look for the meaning and value of work. An excellent customer service staff, skilled business knowledge and superb service skills are necessary, but I personally think that at the same time, on the basis of these two points, we should try our best to make boring and monotonous work colorful and learn to treat work as a kind of enjoyment. First of all, being honest with users, treating users as relatives or friends, and sincerely providing users with practical and effective suggestions and help is one of the prerequisites for happy work. Secondly, when providing consultation for users, we should listen carefully to users' questions, analyze and guide them in detail, and prevent customers from being dissatisfied because of service attitude problems.

All along, the company takes smile service as its own responsibility, takes customer satisfaction as its purpose, stands on its own duty, loves its post and is dedicated to its work, and strives to do a good job in customer service. As a newcomer who has been engaged in the securities industry for a short time, I do have some shortcomings. First, lack of work experience and loopholes in actual work. Second, work innovation is not enough. Third, at work, people are sometimes impatient and eager to achieve success. Therefore, the next step, I need to overcome and improve, and strive to do the following.

First, study hard and keep pace with the times.

Theory is the forerunner of action. As a customer service staff, I deeply understand that learning is not only a task, but also a responsibility and the actual needs of work. In the future, I will strive to improve my business level, pay attention to integrating theory with practice, exercise myself with practice, and contribute my meager strength to the company.

Second, based on their own duties, love their jobs and dedication.

1, as a customer service staff, I always think that "it is not easy to do simple things well"

Take everything seriously at work, and always try to do it actively whenever you encounter complicated trivial matters; When colleagues encounter difficulties and need to cover for them, they can give up their rest time without complaint, resolutely obey the company's arrangement and devote themselves to covering for them; Whenever a company wants to develop new business, it always has a comprehensive and detailed understanding and mastery of the new business. Only in this way can we better answer customers' inquiries and make the company's new business develop in an all-round way.

At work, everyone should strictly follow the working concept of "customer first, service first".

Give detailed answers to customers' inquiries; For the problems reflected by customers, actively and steadily solve them, and for the problems that cannot be solved by themselves, actively and truthfully reflect them to their superiors and strive to give customers a reply as soon as possible; For the problems raised by customers, whether they are solved or not, they should be registered in detail, consulted every day, and solved in time when problems are found, effectively eliminating mistakes and omissions. At the same time, humbly consulting old colleagues is also the focus of doing a good job. Learning from their work experience and skills is not only beneficial to their own work, but also conducive to coordination and communication with various departments.

Don't be late, don't leave early and don't be lazy. Can conscientiously and actively complete the tasks assigned by the leaders.

Thirdly, smile service-one of the basic qualities of customer service.

In today's society, all service industries are advocating smiling service. Smiling is the basic requirement of an enterprise for an employee, but smiling is not only a way to express feelings, but also a work skill. As customer service personnel, we should be required to integrate technical skills with perfect service. A smile is a sword that can melt hard ice. It can be seen that smiling is a necessary means for us to protect ourselves at work. Smiling is an expression of happy mood. When customers need our help, we send a smile in time and gain a hope. Smile service is a kind of strength, which can not only produce good economic benefits, but also create priceless social benefits, so that enterprises have a good reputation and reputation.

Smile service is a passport to interpersonal communication. It is not only a ladder to close the psychological distance and realize emotional communication, but also the main path to realize active, enthusiastic, patient, thoughtful, meticulous and civilized service, and a powerful additive to realize value-added and efficiency-enhancing service language. The smiling service we advocate is the natural expression of several basic psychological qualities such as healthy personality, optimistic mood, good cultivation and firm belief. Only those who love life, customers and work can maintain and permanently have that kind of elegant and quiet smile service.

At the same time, I also have some superficial views on how to overcome the work:

1, try your best to understand customer needs and actively help customers solve problems.

2. Have a good personal accomplishment and a high level of knowledge, understand our products and be familiar with business processes.

3, good personal communication skills, good oral expression skills, polite to people, know when and where to face what kind of situation is suitable for expression in what language, know how to deal with certain relationships, or have rich handling experience, have a certain personality strength, and a good first impression can give customers trust.

4, flexible mind, strong adaptability to the scene, able to go to the scene to use the site conditions to solve the problem immediately.

5, the appearance is neat and generous, and the words and deeds are decent.

6. Good working attitude, enthusiasm and initiative, able to serve customers in time, regardless of personal gains and losses.

Matters needing attention in handling customer complaints and complaints:

1, be patient

In actual handling, we should listen to customers' complaints patiently, don't interrupt customers' narrative easily, and don't criticize customers' shortcomings.

2. Have a better attitude

Sincere attitude, courtesy and enthusiasm are the basic requirements of a qualified customer service staff. Modest and friendly attitude will encourage customers to calm down and rationally negotiate with service personnel to solve problems.

3. hurry up.

Handling complaints and complaints quickly can make customers feel respected, secondly show the sincerity of enterprises to solve problems, thirdly prevent negative pollution of customers from causing greater harm to enterprises in time, and fourthly minimize losses.

4. The language is appropriate.

Customers who are dissatisfied with the enterprise may be too aggressive in their oral statements to vent their dissatisfaction. If the service personnel are tit for tat, the relationship between the two sides will inevitably deteriorate. In the process of explaining problems, they should use appropriate and generous language to communicate with customers as much as possible.

Fourth, quell customer dissatisfaction.

1, listen carefully to every word of the customer.

2. Apologize fully and let the customer know that you have understood his question.

3. Collect accident information and find out the most suitable solution.

4. Propose effective solutions.

These are just my superficial views as a newcomer. I will try to do better in my 20xx years of work, learn from my predecessors, do a good job with all my colleagues and face new challenges together.

After-sales Engineer's Annual Work Summary 5 Time flies, and the end of the year is coming soon. This year is another starting point and turning point in my life. Too many things have happened in it, and some things will affect my life. The dribs and drabs in those jobs are still fresh in my mind, including laughter, melancholy, passion and depression. But on the whole, this year is extraordinary and mediocre in my life; I have tried, failed, succeeded, expected, and of course frustrated; Every joy of success, every hardship in front of difficulties, has sown seeds here. I hope that in the future, these seeds will thrive and add more green to the company's tomorrow and my career.

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

1. was recognized and affirmed by the company leaders, and entrusted with a heavy responsibility.

20. In the company's open recruitment, I won the trust of the leaders and the support of my colleagues, and I was fortunate to be the deputy manager of the operation and maintenance department. Since June, my colleagues and I have worked together to transform and maintain the monitoring center, automatic door (self-service bank), security system, emergency rescue channel door lock and access control device of Chengdu Branch of China Merchants Bank, which has been recognized by customers and companies. Together with colleagues, we worked together sincerely to complete tasks such as 12369, sewage charges, monitoring, maintenance and installation of turnstile system for customers such as provincial environmental protection, Lianghe parking lot, Kant Hospital and Chengdu Public Security Jinniu Branch. In this process, I learned and recognized the company culture and integrated into this warm family; I have also mastered more public relations and work skills through the company's theory and skills training, and my ability has been qualitatively improved.

Two. Work priorities and work situation in one year

1:From June to July, with the care and support of company leaders and the collaborative help of departmental colleagues, I learned and became familiar with the main work of Chengdu Branch of China Merchants Bank, such as the central big screen and access control system, the intelligent parking system of Lianghe Park, the monitoring system of Kant Hospital, Chengdu Jinniu Public Security Bureau, the behavior monitoring system, Anxian traffic card system and the provincial environmental hotline system 12369.

From July to September, I studied the corporate culture of the company and integrated into this warm family. With the care of company leaders and the support and help of colleagues, the role positioning and the maintenance of various customer groups have been completed. The main task is to upgrade the monitoring system of China Merchants Bank's secret parking system, two rivers parking system, Kant Hospital and Jinniu Public Security Bureau, and maintain the environmental protection 12369 system.

3. Since September, we have completed the smooth handover and routine maintenance of the environmental pollution charging system, successfully passed the company's quality system review, and successfully formulated and implemented departmental systems, norms and service processes.

4. Difficulties and troubles encountered in this process:

① China Merchants Bank has the most problems, such as China Merchants Bank's automatic doors, emergency access fire doors and pos consumption systems. The main faults are network disconnection, access card unreadable, pos consumption unable to recharge credit card and so on. After on-site treatment by the company's engineers, it can work normally for a period of time, but it will appear again. The analysis shows that the fault equipment is: card problem, card reader problem is the most; However, the most intractable big screen problem of China Merchants Bank has been successfully solved; Other problems are basically related to the irregular operation of customers. Although the company has sent people for training many times, there are still some problems in operation due to the frequent changes in the staff of China Merchants Bank.

Secondly, the problems are environmental protection 2369 and sewage charges. Although our company rarely goes to the site for maintenance, the amount of online maintenance through the network is still very large. The problems are mainly reflected in system problems and network problems. Network problems are slightly less than system problems, as follows: user authorization problems, system upgrade problems, unfamiliar user names.

(3) Finally, some other monitoring and bayonet equipment maintenance is still very poor, and the faults are mainly reflected in the front-end equipment problems, such as cameras and speedometers. Of course, the platform still needs some careful work to repair.

5. My shortcomings are mainly reflected in the fact that my work skills of some projects in the company need to be further improved. I usually don't explain my work to the leaders, and I often can't punch in on time. In the future, I will abandon all these shortcomings and go all out to welcome the new year.

Three. Work plan and arrangement

15 is drawing to a close, and 12 is connected with Aba, Ya 'an, Jiaohekou project, environmental pollution control and Jinniu project maintenance. We will sum up the experience and lessons from last year's work and prepare for next year's work. Specific implementation plan: As the new year is about to receive the maintenance tasks of four new projects, I hope the company can recruit another engineer for the department to make the skills meet the maintenance requirements of the department. According to the current situation, this department will set up several "supervisor" posts, 1. One person is mainly responsible for the daily maintenance and inspection of the three major environmental protection projects; One person is mainly responsible for the daily maintenance and inspection of each system of China Merchants Bank project; The two are mainly responsible for the daily maintenance and inspection of Jinniu Public Security Bureau and the traffic bayonet project; 2. Conduct 1 centralized training or on-site training every quarter; 3. Improve the departmental system and implement the personnel responsibility system; Of course, in the case of heavy tasks, we will make real-time adjustment, flexible support, cross-maintenance, and improve the quality of maintenance and training.

Four. Suggestions on company system and management

In view of the problems we encountered in the maintenance process, I put forward the following suggestions:

1. For the company's products: At present, our products are basically not available, especially for new projects. The products are in the testing stage, but this

Some products have been used by customers, so there are many problems, and engineers are learning and maintaining them. It is inevitable to consult the relevant parties of the company to solve the problem in front of customers, leaving a bad impression on customers; Secondly, the old products are updated and upgraded, and the equipment is unstable, which leads to a huge amount of maintenance, and new problems appear when dealing with a problem. I hope 12 company can improve in this respect. 2. Spare parts management: the problem of spare parts stocking in the company is relatively large, mainly because the relevant spare parts companies have no spare parts inventory.

Some equipment needs to be provided by suppliers; Such as card reader, cameras, etc. , greatly affecting the service efficiency, this problem should be solved first.

3. Service flow and workload: There is no problem with the service flow, mainly because there is no coordination and communication mechanism.

Therefore, engineers can't know the customer's situation in time, and managers can't know the real-time status in time. Causing unnecessary urging and secondary repair. In addition, due to the special conditions of some districts, such as other counties and cities, a relatively simple task far away from the company requires sending people to the site, which has caused a certain waste of resources and increased service costs. I hope the company will consider improvement in the new year.

Verb (abbreviation for verb) New Year's thoughts and expectations.

The bell of xx years is about to ring. Looking back on the past year, I have gained more things than before, and also improved and developed my work skills. Of course, I still have some shortcomings. I hope that with the care and trust of leaders and the support and help of colleagues, we will do better, go up a storey still higher, and do better the company monitoring system, environmental protection and technical services of other products in. I will improve my own shortcomings and hope that the leaders can correct my criticism. I will work better with my colleagues.

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