Cainiao-Regional After-Sales Service Engineer-Europe

Key Responsibilities:

1. On-site Customer Service: Conduct equipment inspections, fault diagnosis, and repairs for clients in the assigned region; independently manage the full lifecycle of on-site issue resolution.
2. Complaint & After-Sales Management: Serve as the primary point of contact for end-customers in Spain and Europe regarding after-sales needs. Manage issue intake, tracking, feedback, and post-incident review. Handle customer complaints, returns/exchanges, and warranty claims.
3. Localized Technical Support: Provide independent technical guidance (remote and on-site) with fluent communication in both Chinese and English. Generate after-sales reports, maintenance records, and issue logs.
4. Spare Parts & Asset Management: Manage local spare parts requisition, inventory control, part replacements, and the return and repair process for defective units to ensure efficient regional after-sales fulfillment.
5. Implementation of Service Standards: Strictly adhere to the company’s global After-Sales SOPs, comply with local (Spanish/European) after-sales regulations and warranty laws, and deliver standardized services.
6. Regional Market Feedback: Collect data on on-site failures, product issues, and customer requirements from projects in Spain and Europe. Sync this information with R&D and After-Sales HQ in China to support product iteration and service optimization.
7. Local Relationship Management: Maintain relationships with regional clients and service providers to enhance customer satisfaction and reputation for repeat business. Collaborate to achieve regional after-sales KPIs.

1. Language Skills: Fluent in spoken and written Chinese and English, capable of independent face-to-face communication with clients in Spain and Europe. Proficiency in Spanish and other European languages is a plus.
2. Technical Competence: Proven experience in equipment installation, commissioning, troubleshooting, and maintenance. Capable of independently handling various routine and emergency on-site issues.
3. Local Market Knowledge: Understanding of local Spanish and European work practices and basic after-sales compliance rules. Prior experience in overseas after-sales or technical support is preferred.
4. Work Ethic: Strong sense of responsibility, efficient communication, and high execution capability. Must be able to adapt to cross-timezone collaboration and work with China HQ to close the loop on issues.