慶鈴服務(wù)站管理手冊(修訂版)(共95頁)

1、精選優(yōu)質(zhì)文檔-傾情為你奉上慶鈴汽車股份有限公司特約服務(wù)站營運(yùn)管理手冊售后服務(wù)部2007年8月20日目 錄第一章 服務(wù)站管理流程及標(biāo)準(zhǔn)作業(yè)程序······································&#

2、183;·············11. 維修業(yè)務(wù)管理流程··································&#

3、183;··································12.維修指示書傳遞流程·············&#

4、183;·················································&#

5、183;23. 入廠接待、車輛預(yù)檢標(biāo)準(zhǔn)作業(yè)程序··············································&

6、#183;········34. 派工維修標(biāo)準(zhǔn)作業(yè)程序·······································

7、;··························45. 車輛檢驗(yàn)、整備標(biāo)準(zhǔn)作業(yè)程序·····················

8、······································56. 交車標(biāo)準(zhǔn)作業(yè)程序··········

9、··················································

10、·········67. 用戶回訪標(biāo)準(zhǔn)作業(yè)程序······································

11、3;··························78. 首保工作管理流程·····················

12、3;···············································89. 三包索賠標(biāo)準(zhǔn)作業(yè)程序&#

13、183;·················································&#

14、183;··············910. 新車交檢（PDI)管理流程································&#

15、183;·····························1011. 三包外出服務(wù)管理流程·················

16、3;··············································1112. 售后營銷工作管理流程·

17、··················································

18、·············1213. 投訴處理標(biāo)準(zhǔn)作業(yè)程序··································&#

19、183;·····························1314. 憑證···················

20、··················································

21、···········14第二章 服務(wù)站管理體系·····································

22、;·····························271. 組織及人力資源···················

23、;··················································

24、;··271.1 組織結(jié)構(gòu)··············································&

25、#183;·····························271.2 服務(wù)站人力資源配置·················

26、3;················································282. 任職條件、

27、崗位職責(zé)及執(zhí)行要求················································

28、83;········302.1 站長········································&

29、#183;·······································302.2 前臺主管········

30、83;·················································

31、83;·················302.3 前臺接待·······························

32、;·············································312.4 財(cái)務(wù)結(jié)算員···

33、··················································

34、·····················322.5 售后營銷員···························&

35、#183;··············································332.6 車間主任·

36、83;·················································

37、83;························332.7 技術(shù)主管························

38、;··················································

39、;··342.8 質(zhì)檢員··············································&#

40、183;·······························352.9 配件主管················

41、3;·················································

42、3;·········352.10 配件采購（計(jì)劃）員······································

43、···························362.11 配件庫管員（故障件管理員）···················

44、3;······································372.12 機(jī)修工（技師）·········&#

45、183;·················································&#

46、183;··········372.13 電氣工（技師）·····································

47、·································382.14 油漆工（技師）··············

48、3;·················································

49、3;·····382.15 鈑金工（技師）··········································&#

50、183;···························393. 管理要求·····················

51、;··················································

52、;······393.1 基本要求··········································&

53、#183;·································393.2 服務(wù)站站長的主要日常性管理項(xiàng)目············

54、3;·········································403.3 前臺接待主要管理項(xiàng)目······

55、··················································

56、········403.4 財(cái)務(wù)結(jié)算員的主要管理項(xiàng)目·······································

57、·····················413.5 車間維修人員主要管理項(xiàng)目··························

58、··································413.6 配件部主要管理項(xiàng)目·············

59、83;·················································

60、83;··41第三章 服務(wù)規(guī)范··············································

61、;··························42第一節(jié) 服務(wù)用語規(guī)范······················

62、;··············································421. 原則··

63、3;·················································

64、3;····························422. 禁用語····················&#

65、183;·················································&#

66、183;········423. 文明用語········································

67、;·····································43第二節(jié) 服務(wù)行為規(guī)范···········

68、;··················································

69、;·······44第三節(jié) 維修作業(yè)規(guī)范·········································

70、;···························501、 機(jī)修工（技師）·····················

71、;··················································

72、;502、 鈑金工（技師）················································

73、;·······················513、 油漆工（技師）·························

74、;··············································514、 電氣工（技師）··

75、;··················································

76、;···················52第四節(jié) 設(shè)備安全操作規(guī)范····························

77、83;···································531. 舉升機(jī)（含雙柱舉升機(jī)、四柱舉升機(jī)）···········

78、;········································532. 檢測設(shè)備（含檢測線、四輪定位儀、尾氣分析儀、測試儀器等）····&#

79、183;························533. 氣焊設(shè)備························

80、;··················································

81、;···544. 矯正架·············································

82、83;·································555. 烤漆房···············&

83、#183;·················································&

84、#183;·············556. 砂輪機(jī)···································

85、;············································557. 工作燈····

86、83;·················································

87、83;························55第四章 服務(wù)站管理規(guī)定·······················&#

88、183;··········································56第一節(jié) 設(shè)備、維修工具、維修手冊管理····

89、················································56第二節(jié) 客戶滿意度調(diào)

90、查管理規(guī)定·················································&

91、#183;········57第五章 5S現(xiàn)場管理·······································&

92、#183;······························61第六章 服務(wù)站管理制度（參考）················&#

93、183;·········································73前臺接待登記制度······

94、3;·················································

95、3;···············73汽車維修合同管理制度································

96、3;···································73新車交檢制度·············&#

97、183;·················································&#

98、183;············75維修車輛入廠檢驗(yàn)制度···································&#

99、183;································76車輛維修過程檢驗(yàn)制度···············&#

100、183;·················································&#

101、183;··76車輛出廠檢驗(yàn)制度·············································

102、3;··························77客戶投訴管理制度······················

103、··················································

104、78維修服務(wù)承諾················································

105、3;···························78車間調(diào)度管理制度·····················

106、··················································

107、·7924小時服務(wù)制度···············································&#

108、183;··························79安全管理制度······················

109、··················································

110、····80環(huán)保管理制度············································

111、3;·······························83消防管理制度·················&#

112、183;·················································&#

113、183;········83電腦管理制度········································

114、····································84工具借用領(lǐng)用管理制度············

115、··················································

116、······84技術(shù)資料借閱管理制度··········································

117、··························85舊件管理制度······················

118、3;·················································

119、3;···85返修車處理制度·············································&

120、#183;····························86倉庫管理制度····················

121、;··················································

122、;······86配件訂貨及管理制度··········································

123、····························86領(lǐng)料管理制度····················

124、3;·················································

125、3;·····87專心-專注-專業(yè)第一章 服務(wù)站管理流程及標(biāo)準(zhǔn)作業(yè)程序憑證第二章 服務(wù)站管理體系1 組織及人力資源1.1 組織結(jié)構(gòu)站 長姓名照片前臺主管姓名照片車間主任姓名照片配件主管姓名照片服務(wù)顧問姓名照片索 賠 員姓名照片財(cái)務(wù)結(jié)算員姓名照片保險(xiǎn)理賠員姓名照片售后營銷員姓名照片技術(shù)總監(jiān)姓名照片質(zhì) 檢 員姓名照片配件采購員姓名照片庫 管 員姓名照片維修班組機(jī)修工姓名照片鈑金工姓名照片油漆工姓名照片電 工姓名照片 要求：1.1.1 A類服務(wù)站必須具有一類維修資質(zhì)，B類服務(wù)站必須具有二類（含二類）以上維修資質(zhì)。1.1.2 有獨(dú)立的慶鈴服務(wù)站組織機(jī)構(gòu)

126、、人員和職能、職責(zé)。1.1.3 組織表應(yīng)制作成大型看板，并擺放在接待大廳中（含人員姓名及照片）1.1.4 服務(wù)站須將每個崗位人員姓名、職稱及技術(shù)等級建檔、備案。1.2 服務(wù)站人力資源配置根據(jù)地區(qū)及維修量的差異，各服務(wù)站依下表逐步完善組織與人力結(jié)構(gòu)：類別崗位A類服務(wù)站B1類服務(wù)站B2類服務(wù)站B3類服務(wù)站站長1人1人1人1人前臺接待2人2人1人1人財(cái)務(wù)人員1人1人1人1人車間主任1人1人1人（可兼職）1人（可兼職）技術(shù)主管1人1人1人1人質(zhì)檢人員1人1人1人1人機(jī)修工8人6人4人2人鈑金工2人1人1人1人焊接工1人1人1人涂裝工2人1人1人1人電工2人1人1人1人備件采購1人1人1人（可兼職）1人

127、（可兼職）備件庫管1人1人1人（可兼職）1人（可兼職）新車點(diǎn)檢1人1人1人（可兼職）1人（可兼職）售后營銷1人1人1人（可兼職）1人（可兼職）保險(xiǎn)理賠1人1.2.1 服務(wù)站必須有專職慶鈴服務(wù)站長，技術(shù)鑒定員、維修工資格須經(jīng)過慶鈴培訓(xùn)確認(rèn)。1.2.2 站長、技術(shù)鑒定員、檢驗(yàn)員、維修工需取得行業(yè)主管部門頒發(fā)的從業(yè)資格證書，持證上崗。1.2.3 慶鈴服務(wù)站的站長、鑒定員、單位名稱、地址、電話號碼、傳真號碼、郵編、開戶行、帳號、稅號、E-mail地址等發(fā)生變動，須填報(bào)“情況變更通知”（見下頁），并及時傳遞到慶鈴售后服務(wù)部，由售后服務(wù)部審批并備案。2. 任職條件、崗位職責(zé)及執(zhí)行要求（推薦采用）2.1 站

128、長2.1.1 任職條件² 具有大專以上學(xué)歷，有三年以上汽車維修服務(wù)管理經(jīng)驗(yàn)² 具有豐富的管理經(jīng)驗(yàn)、組織協(xié)調(diào)能力，有開拓和創(chuàng)新精神² 具備成本效益觀念，并對數(shù)字分析與統(tǒng)計(jì)有較強(qiáng)的概念² 會熟練使用計(jì)算機(jī)進(jìn)行管理² 經(jīng)慶鈴培訓(xùn)2.1.2 崗位職責(zé)² 帶領(lǐng)服務(wù)站全體員工全面履行服務(wù)站的各項(xiàng)職責(zé)² 按慶鈴要求，建立健全各項(xiàng)業(yè)務(wù)管理制度，搞好各項(xiàng)日常業(yè)務(wù)管理工作² 組織對應(yīng)急、典型、疑難質(zhì)量問題的分析和處理² 負(fù)責(zé)本市場區(qū)域內(nèi)的重大質(zhì)量事故、服務(wù)糾紛的調(diào)查、公關(guān)和處理² 對服務(wù)的及時性、準(zhǔn)確性及過程進(jìn)行管

129、理控制² 按時提報(bào)配件需求計(jì)劃，及時清退故障件² 配合搞好服務(wù)費(fèi)的核實(shí)、結(jié)算工作² 審核、簽署各種規(guī)定的報(bào)表、票據(jù)、報(bào)告² 根據(jù)目標(biāo)制定出增加業(yè)務(wù)量的策略方案及人員合理化配置方案² 指導(dǎo)部門成員處理日常工作中碰到的問題，使他們能有效的完成工作并滿足客戶需求² 把責(zé)任落實(shí)到個人身上，督促他們的工作進(jìn)展以確保在規(guī)定期限內(nèi)完成工作2.1.3 執(zhí)行要求² 了解國家或當(dāng)?shù)仄嚪?wù)相關(guān)法規(guī)，如：產(chǎn)品質(zhì)量法、召回制度、消費(fèi)者權(quán)益保護(hù)法等² 充分理解慶鈴服務(wù)站管理手冊中的所有內(nèi)容² 為部門建立目標(biāo)和工作業(yè)績的衡量標(biāo)準(zhǔn)&#

130、178; 了解財(cái)務(wù)及稅務(wù)制度² 經(jīng)常收集同行業(yè)在售后服務(wù)方面的創(chuàng)新活動² 建立內(nèi)部規(guī)章制度，以確保慶鈴管理制度充分落實(shí)2.2 前臺主管2.2.1 任職條件² 具有大專以上學(xué)歷，有三年以上的汽車修理方面的經(jīng)驗(yàn)² 具有很強(qiáng)的管理經(jīng)驗(yàn)、組織協(xié)調(diào)能力和指揮能力，善于處理沖突，并能維系客戶關(guān)系² 會熟練使用計(jì)算機(jī)進(jìn)行管理² 熟悉汽車駕駛，有駕駛執(zhí)照² 經(jīng)慶鈴培訓(xùn)2.2.2 崗位職責(zé)² 監(jiān)督、指導(dǎo)業(yè)務(wù)接待、索賠和維修車間的具體工作² 協(xié)調(diào)好維修部門與其它部門間的關(guān)系² 參與疑難故障的診斷² 主持重

131、大質(zhì)量事故的處理² 對業(yè)務(wù)人員和維修人員進(jìn)行考核² 進(jìn)廠維修車輛維修進(jìn)度控管² 對維修作業(yè)進(jìn)行掌握和追蹤² 服務(wù)質(zhì)量跟蹤、協(xié)調(diào)及反饋² 采取有效措施完成業(yè)績目標(biāo)² 指導(dǎo)部門人員的跟蹤技能，并對其工作量進(jìn)行規(guī)劃和調(diào)整，同時考慮部門的跟蹤優(yōu)先順序² 監(jiān)督及執(zhí)行所擬訂的計(jì)劃并掌握進(jìn)度² 評估本部門人員的跟蹤績效2.2.3 執(zhí)行要求² 經(jīng)常與站長、技術(shù)主管保持交流和溝通² 充分理解慶鈴服務(wù)站管理手冊中的內(nèi)容，并定期提報(bào)相關(guān)信息² 了解國家或當(dāng)?shù)仄嚪?wù)相關(guān)法規(guī)² 對汽車售后服務(wù)有極高

132、興趣，并經(jīng)常收集同業(yè)的創(chuàng)新理念與活動² 調(diào)查、掌握所在地區(qū)慶鈴汽車產(chǎn)品的分布情況、各主要總成的配置情況、故障多發(fā)情況以及客戶的服務(wù)需求情況2.3 前臺接待2.3.1 任職條件² 有三年以上的汽車實(shí)際修理經(jīng)驗(yàn)，具有對車輛故障進(jìn)行檢查和判斷的能力² 堅(jiān)持原則，能嚴(yán)格按慶鈴索賠條例及程序、標(biāo)準(zhǔn)處理索賠業(yè)務(wù)² 有很強(qiáng)的人際溝通、交談的能力² 熟悉電腦操作² 熟悉汽車駕駛，有駕駛執(zhí)照2.3.2 崗位職責(zé)² 熟悉接待工作流程，掌握各維修項(xiàng)目的價(jià)格，常用配件價(jià)格、編號，發(fā)外加工價(jià)目² 熟悉慶鈴質(zhì)量保修工作業(yè)務(wù)知識² 認(rèn)

133、真檢查保修車輛，作出質(zhì)量鑒定² 按照慶鈴保修條例、政策，辦理索賠申請及相應(yīng)索賠事務(wù)² 負(fù)責(zé)保修、強(qiáng)保及保外車輛的維修服務(wù)的統(tǒng)計(jì)工作，認(rèn)真填寫各種相關(guān)臺賬和報(bào)表，在規(guī)定的時間向慶鈴售后服務(wù)部傳遞² 及時熱忱地接待客戶，負(fù)責(zé)建立客戶檔案和車輛維修檔案² 仔細(xì)傾聽客戶對車輛故障的描述，正確判斷客戶車輛故障并做出正確估價(jià)² 進(jìn)廠維修車輛維修進(jìn)度控管，對維修作業(yè)進(jìn)行掌握和追蹤² 服務(wù)質(zhì)量跟蹤、協(xié)調(diào)及反饋² 負(fù)責(zé)向客戶提出車輛維修保養(yǎng)和使用方面的建議² 做好車輛維修結(jié)束后續(xù)工作2.3.3 執(zhí)行要求² 熟悉慶鈴有關(guān)產(chǎn)品

134、質(zhì)量保修規(guī)定、程序及其相關(guān)的表格² 熟悉慶鈴公司的產(chǎn)品特性² 對無法判定的保修項(xiàng)目，應(yīng)及時向慶鈴售后服務(wù)部咨詢² 禮貌地接待客戶，并熱情幫助客戶² 與客戶交談，及時發(fā)現(xiàn)他們對服務(wù)的要求² 通過滿足客戶的期望并提供超過他們期望值的服務(wù)，進(jìn)而與客戶保持良好關(guān)系² 回答客戶有關(guān)技術(shù)方面的問題，在回答問題時，應(yīng)采用淺顯易懂的方式² 事先與客戶進(jìn)行交談中，及時發(fā)現(xiàn)潛在的問題并防止問題的發(fā)生² 協(xié)助回答客戶的咨詢電話，并把客戶介紹或轉(zhuǎn)接到相關(guān)工作人員處² 創(chuàng)建接待記錄表，適時進(jìn)行后續(xù)維護(hù)² 協(xié)助客戶了解在修

135、車輛狀況² 協(xié)助售后營銷員進(jìn)行客戶預(yù)約回訪服務(wù)² 在維修接待場合保持高標(biāo)準(zhǔn)的個人形象和公司形象² 準(zhǔn)確及時的為客戶提供工時單價(jià)及配件價(jià)格信息² 竣工后確認(rèn)維修項(xiàng)目是否全部完成2.4 財(cái)務(wù)結(jié)算員2.4.1 任職條件² 具有中專以上學(xué)歷，經(jīng)專業(yè)培訓(xùn)并取得“會計(jì)證”，有三年以上的會計(jì)、結(jié)算工作經(jīng)驗(yàn)² 為人誠實(shí)² 能使用計(jì)算機(jī)進(jìn)行操作2.4.2 崗位職責(zé)² 會計(jì)報(bào)表制定和月、季、年度會計(jì)分析² 日常維修結(jié)算工作² 必要時，對客戶維修費(fèi)用進(jìn)行解釋、說明² 定期與慶鈴公司相關(guān)部門核對帳務(wù)2.4.3

136、 執(zhí)行要求² 對各項(xiàng)維修作業(yè)及費(fèi)用有一定程度的了解² 工作態(tài)度須親切、熱情² 能安撫客戶在結(jié)賬時的不滿情緒，遇到刁難客戶應(yīng)立即向前臺主管反映² 業(yè)務(wù)熟練，結(jié)算及時（爭取在35分鐘內(nèi)完成結(jié)算程序）² 客戶結(jié)算完成后，應(yīng)禮貌向客戶道別2.5 售后營銷員2.5.1 任職條件² 溝通能力強(qiáng)² 個性開朗，表達(dá)能力強(qiáng)² 能使用計(jì)算機(jī)進(jìn)行操作2.5.2 崗位職責(zé)² 依據(jù)慶鈴要求對客戶進(jìn)行電話回訪² 定期制定回訪總結(jié)報(bào)告² 對客戶下次回廠時間進(jìn)行預(yù)約服務(wù)及提醒² 對當(dāng)?shù)乜蛻暨M(jìn)行分析，確定對象

137、并進(jìn)行維修業(yè)務(wù)開拓2.5.3 執(zhí)行要求² 能隨時改進(jìn)電話回訪的技巧² 了解慶鈴公司的產(chǎn)品知識² 了解備訪問對象的維修項(xiàng)目² 能掌握客戶的需求，并正確的記錄客戶回訪及反映的問題² 熟悉慶鈴公司有關(guān)電話回訪的作業(yè)規(guī)定² 具有親和力，善于處理客戶不滿，并能較好的維系客戶關(guān)系² 持續(xù)保持與客戶的溝通，并能根據(jù)客戶車輛情況，作出維修分析報(bào)告，吸引客戶，提高維修業(yè)務(wù)量2.6 車間主任1.6.1 任職條件² 具有大專以上學(xué)歷，有三年以上汽車維修管理經(jīng)驗(yàn)² 有較強(qiáng)的生產(chǎn)管理和協(xié)調(diào)能力² 熟悉汽車駕駛，有駕駛執(zhí)照

138、² 能熟練使用計(jì)算機(jī)，文字表達(dá)能力強(qiáng)2.6.2 崗位職責(zé)² 組織制定車間月度經(jīng)營完成目標(biāo)并實(shí)現(xiàn)月度維修產(chǎn)值和利潤² 根據(jù)維修委托單進(jìn)行派工，合理安排工時、工位、人員及設(shè)備² 控制現(xiàn)場維修進(jìn)度，按質(zhì)保證竣工時間² 保證維修資料的完整和更新，組織員工參加技術(shù)培訓(xùn)² 負(fù)責(zé)維修車間區(qū)域的5S及人員管理² 負(fù)責(zé)與前臺接待及配件系統(tǒng)進(jìn)行業(yè)務(wù)接口² 組織維修技師完成月度技術(shù)維修案例的收集與提報(bào)² 監(jiān)督維修設(shè)備的保養(yǎng)并保證其正常使用² 評估維修工素質(zhì)² 負(fù)責(zé)保管慶鈴公司下發(fā)的文件、管理辦法和各種技術(shù)資

139、料2.6.3 執(zhí)行要求² 充分理解慶鈴服務(wù)站管理手冊中的所有內(nèi)容² 為車間建立目標(biāo)和工作業(yè)績的衡量標(biāo)準(zhǔn)² 建立內(nèi)部規(guī)章制度，以確保慶鈴管理制度充分落實(shí)2.7 技術(shù)主管2.7.1 任職條件² 具有大專以上學(xué)歷，有三年以上汽車實(shí)際修理經(jīng)驗(yàn)² 有很強(qiáng)的車輛故障檢查和診斷能力² 熟悉汽車駕駛，有駕駛執(zhí)照² 能熟練使用計(jì)算機(jī)，文字表達(dá)能力強(qiáng)² 經(jīng)慶鈴培訓(xùn)2.7.2 崗位職責(zé)² 對維修車間的修理人員進(jìn)行技術(shù)培訓(xùn)² 維修車間的現(xiàn)場技術(shù)指導(dǎo)² 負(fù)責(zé)同慶鈴公司相關(guān)技術(shù)支持單位聯(lián)系，以取得技術(shù)援助

140、8; 按修理項(xiàng)目對維修車輛進(jìn)行質(zhì)量檢驗(yàn)、試車和反饋，保證維修質(zhì)量² 詳細(xì)了解客戶及車輛情況，認(rèn)真傾聽客戶意見，核實(shí)車輛的保修憑證是否符合保修條件，并向客戶清楚說明² 檢查、診斷車輛故障、缺陷² 填寫產(chǎn)品保修技術(shù)鑒定單強(qiáng)?？ǖ雀黜?xiàng)服務(wù)記錄² 對典型、重大、批量質(zhì)量問題及時向慶鈴有關(guān)部門寫出專題報(bào)告² 收集整理故障診斷、故障排除及車輛維修的先進(jìn)技術(shù)和經(jīng)驗(yàn)2.7.3 執(zhí)行要求² 熟悉慶鈴公司的產(chǎn)品特性² 培養(yǎng)自身授課能力² 熟練填寫技術(shù)或質(zhì)量報(bào)告，文字表達(dá)清楚² 對重復(fù)性高及多發(fā)性技術(shù)問題，有提出合理化改善建議

141、的能力² 對索賠員提供技術(shù)支持2.8 質(zhì)檢員2.8.1 任職條件² 具有中專以上學(xué)歷，三年以上汽車修理經(jīng)驗(yàn)² 有一定的統(tǒng)計(jì)及分析能力² 具備行業(yè)規(guī)定的技術(shù)證明，持有從業(yè)資格證書² 熟悉汽車駕駛，有駕駛執(zhí)照1.8.2 崗位職責(zé)² 對車輛交車前執(zhí)行最終檢查工作² 對廠內(nèi)品質(zhì)管理不合格的維修工提出糾正，必要時指導(dǎo)² 定期制作終檢的匯總報(bào)告² 協(xié)助班組完成維修任務(wù)并進(jìn)行有效的技術(shù)支持² 制定廠內(nèi)設(shè)備的維護(hù)計(jì)劃并制定相關(guān)獎懲辦法2.8.3 執(zhí)行要求² 熟悉慶鈴公司的產(chǎn)品特性² 對檢驗(yàn)及

142、控制程序具備相當(dāng)?shù)闹R² 協(xié)助技術(shù)總監(jiān)對維修工實(shí)施技術(shù)培訓(xùn)² 熟悉慶鈴公司服務(wù)站管理手冊中有關(guān)維修品管作業(yè)的規(guī)范² 熟悉各項(xiàng)設(shè)備的維護(hù)、校正2.9 配件主管2.9.1 任職條件² 有三年以上的汽車配件供銷管理經(jīng)驗(yàn)，熟悉目前汽車配件市場行情² 有較強(qiáng)的組織能力和協(xié)調(diào)能力，具有成本觀念及數(shù)字分析統(tǒng)計(jì)能力² 會熟悉使用計(jì)算機(jī)對配件進(jìn)行管理2.9.2 崗位職責(zé)² 組織督促配件工作人員做好服務(wù)站的配件管理工作² 根據(jù)慶鈴公司的要求和市場的需求合理調(diào)整庫存，加快資金周轉(zhuǎn)，減少滯銷品種² 對服務(wù)站配件工作人員進(jìn)行業(yè)務(wù)培

143、訓(xùn)² 協(xié)調(diào)好配件部門和其他部門的關(guān)系，確保維修業(yè)務(wù)的正常開展² 及時向慶鈴售后服務(wù)部傳遞汽車配件市場信息和本服務(wù)商業(yè)務(wù)信息² 審核簽發(fā)向慶鈴公司售后服務(wù)部訂購配件的有關(guān)文件1.9.3 執(zhí)行要求² 熟悉慶鈴公司服務(wù)站管理手冊中有關(guān)配件管理規(guī)范² 經(jīng)常與站長、前臺主管相互溝通與交談² 熟悉配件物流作業(yè)² 能掌握配件的市場動態(tài)² 經(jīng)常與慶鈴公司售后服務(wù)部保持暢通的信息交流2.10 配件采購（計(jì)劃）員2.10.1 任職條件² 熟悉汽車配件，有三年以上配件工作經(jīng)驗(yàn)² 對汽車配件市場信息較敏感，工作踏實(shí)，責(zé)

144、任心強(qiáng)² 能熟練使用計(jì)算機(jī)進(jìn)行操作2.10.2 崗位職責(zé)² 熟悉服務(wù)站車輛維修業(yè)務(wù)，合理安排庫存，確保維修工作正常開展² 根據(jù)慶鈴有關(guān)配件計(jì)劃、訂購的規(guī)定，開展配件的計(jì)劃、訂購工作² 對配件供應(yīng)的及時性、正確性負(fù)責(zé)，并保證訂購慶鈴純正備件² 定期編制、提報(bào)配件需求計(jì)劃，確保足額儲備² 作好庫房的定置管理、標(biāo)識和定期盤點(diǎn)² 建立健全帳務(wù)并及時與慶鈴公司對帳² 做好故障件的保管、驗(yàn)收與費(fèi)用結(jié)算工作2.10.3 執(zhí)行要求² 熟悉當(dāng)?shù)嘏浼袌銮闆r² 與慶鈴公司售后服務(wù)部經(jīng)常保持交流與溝通² 對

145、配件業(yè)務(wù)管理，能提出較為有效及可行的改善建議² 定期反饋市場配件的價(jià)格信息2.11 配件庫管員（故障件管理員）2.11.1 任職條件² 熟悉汽車配件，有一年以上配件工作經(jīng)驗(yàn)² 工作踏實(shí)，責(zé)任心強(qiáng)² 能使用計(jì)算機(jī)進(jìn)行操作2.11.2 崗位職責(zé)² 負(fù)責(zé)配件的收發(fā)、倉儲管理及庫存盤點(diǎn)² 及時向配件計(jì)劃員通報(bào)配件庫存情況2.11.3 執(zhí)行要求² 保證配件進(jìn)出貨的精確² 對庫存配件嚴(yán)格落實(shí)先進(jìn)先出原則² 對庫存配件的保質(zhì)提供合理的建議² 對庫存貨位的合理性提出改善建議2.12 機(jī)修工（技師）2.12.1

146、任職條件² 具備從業(yè)資格證書和技術(shù)等級證書，有三年以上汽車維修工作經(jīng)驗(yàn)² 有較強(qiáng)的車輛故障檢查和判斷能力² 經(jīng)慶鈴培訓(xùn)、備案，熟悉慶鈴公司的產(chǎn)品特性、結(jié)構(gòu)和相關(guān)技術(shù)要求² 工作踏實(shí)，責(zé)任心強(qiáng)，吃苦耐勞2.12.2 崗位職責(zé)² 車輛維修、保養(yǎng)² 車輛維修的后續(xù)整理工作² 認(rèn)真遵守慶鈴公司的質(zhì)量保修政策，認(rèn)真檢查維修車輛，有問題及時反饋給有關(guān)人員2.12.3 執(zhí)行要求² 仔細(xì)分析維修委托單，了解車輛的狀況，進(jìn)行項(xiàng)目和故障確認(rèn)，保證診斷準(zhǔn)確，如發(fā)現(xiàn)與施工單標(biāo)注不同的項(xiàng)目，立即與服務(wù)顧問聯(lián)系，征得確認(rèn)后，方可施工²

147、; 確定所需的配件和工具² 嚴(yán)格按工藝、質(zhì)量管理程序施工，查找故障并完成維修工作，完工后進(jìn)行質(zhì)量復(fù)檢² 采取正確的維修和檢測方法，拆卸、清洗、測試、修復(fù)、更換、裝配、潤滑、調(diào)整等各個作業(yè)環(huán)節(jié)符合維修工藝；大修、特?fù)p、維修復(fù)雜系數(shù)大的車輛維修，先行研究制定方案再作業(yè)，避免返修² 根據(jù)維修手冊執(zhí)行維修操作，并記錄必要的測量數(shù)據(jù)² 記錄維修工作中所遇的技術(shù)問題并與同事交流² 直接與客戶交流，如有必要，應(yīng)解釋車輛故障及糾正問題所采取的步驟² 確保所使用的工具設(shè)備以及其它材料得到保養(yǎng)² 完工后，所有與施工相關(guān)的文件必須填寫清楚，完整上

148、交，清理現(xiàn)場，清理車輛內(nèi)外清潔2.13 電氣工（技師）2.13.1 任職條件² 具備從業(yè)資格證書和技術(shù)等級證書，有三年以上汽車電氣維修工作經(jīng)驗(yàn)² 有較強(qiáng)的車輛故障檢查和判斷能力² 經(jīng)慶鈴培訓(xùn)、備案，熟悉慶鈴公司的產(chǎn)品特性、結(jié)構(gòu)和相關(guān)技術(shù)要求² 工作踏實(shí)，責(zé)任心強(qiáng)，吃苦耐勞2.13.2 崗位職責(zé)² 車輛電氣維修² 車輛電氣維修的后續(xù)整理工作² 認(rèn)真遵守慶鈴公司的質(zhì)量保修政策，認(rèn)真檢查維修車輛，有問題及時反饋給有關(guān)人員² 嚴(yán)格遵守安全操作條例和設(shè)備儀器儀表技術(shù)使用條例2.13.3 執(zhí)行要求² 仔細(xì)分析維修委托單，了解車輛的狀況，進(jìn)行項(xiàng)目和故障確認(rèn)，保證診斷準(zhǔn)確² 確定所需的配件和工具² 嚴(yán)格按工藝、質(zhì)量管理程序施工，查找故障并完成維修工作，完工后進(jìn)行質(zhì)量復(fù)檢² 根據(jù)維修手冊執(zhí)行維修操作，并記錄必要的測量數(shù)據(jù)² 記錄維修工作中所遇的技術(shù)問題并與同事交流² 直接與客戶交流，如有必要，應(yīng)解釋車輛故障及糾正問題所采取的步驟² 完工后