IoT售后技术支持-智能硬件
Core
Manage after-sales technical support for consumer electronics, ensuring issue resolution, process standardization, and customer satisfaction.
Role type
Senior IC after-sales technical support manager
Builds
Standardized after-sales support processes, knowledge bases, and operational manuals
Domain
Consumer electronics / Hardware
Required skills
After-sales process management, major incident handling, SLA definition, data analysis for quality issues, cross-functional collaboration, product design for serviceability review
Preferred skills
Independent system building, on-site support execution, proactive problem identification
Technologies
Ticketing systems, remote support tools, field service management platforms
Responsibilities
Manage end-to-end after-sales technical support and close technical issues; Handle major incidents and optimize service processes; Develop and implement after-sales standards, SLAs, and knowledge bases; Analyze quality data to drive product defect fixes; Participate in product design reviews to enhance serviceability.