慶鈴服務(wù)站管理手冊(cè)修訂版

1、慶鈴汽車股份有限公司特約服務(wù)站營(yíng)運(yùn)管理手冊(cè)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、83;···········11. 維修業(yè)務(wù)管理流程····································

3、83;································12.維修指示書傳遞流程···············

4、83;················································23. 入廠接待、

5、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、#183;···································56. 交車標(biāo)準(zhǔn)作業(yè)程序············&

9、#183;·················································&

10、#183;······67. 用戶回訪標(biāo)準(zhǔn)作業(yè)程序·········································

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

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

13、83;·················································

14、83;············910. 新車交檢（PDI)管理流程··································

15、83;···························1011. 三包外出服務(wù)管理流程····················

16、;············································1112. 售后營(yíng)銷工作管理流程···&

17、#183;·················································&

18、#183;··········1213. 投訴處理標(biāo)準(zhǔn)作業(yè)程序····································

19、83;···························1314. 憑證·····················&

20、#183;·················································&

21、#183;········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、;··············································282. 任職條件、崗位職責(zé)及執(zhí)行要求

27、3;·················································

28、3;······302.1 站長(zhǎng)··········································&#

29、183;·····································302.2 前臺(tái)主管··········

30、3;·················································

31、3;···············302.3 前臺(tái)接待·································

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

33、#183;·················································&

34、#183;··················322.5 售后營(yíng)銷員·····························&#

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

36、3;·················································

37、3;······················332.7 技術(shù)主管··························

38、··················································

39、342.8 質(zhì)檢員················································

40、83;·····························352.9 配件主管···················

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

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

43、#183;························362.11 配件庫(kù)管員（故障件管理員）······················

44、;····································372.12 機(jī)修工（技師）···········

45、83;·················································

46、83;········372.13 電氣工（技師）·······································&

47、#183;······························382.14 油漆工（技師）·················

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

49、;···382.15 鈑金工（技師）············································

50、83;·························393. 管理要求·······················

51、··················································

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

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

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

55、#183;·················································&

56、#183;·····403.4 財(cái)務(wù)結(jié)算員的主要管理項(xiàng)目·········································&

57、#183;··················413.5 車間維修人員主要管理項(xiàng)目····························&

58、#183;·······························413.6 配件部主要管理項(xiàng)目···············

59、3;·················································

60、3;41第三章 服務(wù)規(guī)范················································

61、························42第一節(jié) 服務(wù)用語(yǔ)規(guī)范························

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

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

64、;··························422. 禁用語(yǔ)······················

65、83;·················································

66、83;······423. 文明用語(yǔ)··········································

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

72、··················································

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

78、······································532. 檢測(cè)設(shè)備（含檢測(cè)線、四輪定位儀、尾氣分析儀、測(cè)試儀器等）······

79、83;······················533. 氣焊設(shè)備··························

80、··················································

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

82、3;·······························555. 烤漆房·················&#

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

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

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

86、3;·················································

87、3;······················55第四章 服務(wù)站管理規(guī)定·························

88、83;········································56第一節(jié) 設(shè)備、維修工具、維修手冊(cè)管理······&

89、#183;·············································56第二節(jié) 客戶滿意度調(diào)查管理規(guī)定·&#

90、183;·················································&#

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

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

93、83;·······································73前臺(tái)接待登記制度·········

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

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

96、;·································73新車交檢制度···············

97、83;·················································

98、83;··········75維修車輛入廠檢驗(yàn)制度·····································

99、83;······························76車輛維修過程檢驗(yàn)制度·················

100、83;·················································

101、83;76車輛出廠檢驗(yàn)制度················································

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

103、#183;···············································78維修服務(wù)承諾·

104、;··················································

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

106、#183;················································7924小時(shí)服

107、務(wù)制度·················································

108、83;························79安全管理制度························&

109、#183;·················································&

110、#183;·80環(huán)保管理制度···············································

111、;·····························83消防管理制度···················

112、83;·················································

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

114、#183;·································84工具借用領(lǐng)用管理制度··············&

115、#183;·················································&

116、#183;···84技術(shù)資料借閱管理制度············································&

117、#183;·······················85舊件管理制度·························

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

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

120、183;··························86倉(cāng)庫(kù)管理制度······················

121、··················································

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

123、#183;·························86領(lǐng)料管理制度·······················

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

125、;···87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(zhǎng)姓名照片前臺(tái)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(yíng)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(gòu)員姓名照片庫(kù) 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： 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)。 有獨(dú)立的慶鈴服務(wù)站組織機(jī)構(gòu)、人員和職能、職責(zé)。 組織表應(yīng)制作成大型看板，并擺放在接待大廳

126、中（含人員姓名及照片） 服務(wù)站須將每個(gè)崗位人員姓名、職稱及技術(shù)等級(jí)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(zhǎng)1人1人1人1人前臺(tái)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(gòu)1人1人1人（可兼職）1人（可兼職）備件庫(kù)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

127、）1人（可兼職）售后營(yíng)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(zhǎng)，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(zhǎng)、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(zhǎng)、鑒定員、單位名稱、地址、電話號(hào)碼、傳真號(hào)碼、郵編、開戶行、帳號(hào)、稅號(hào)、E-mail地址等發(fā)生變動(dòng)，須填報(bào)“情況變更通知”（見下頁(yè)），并及時(shí)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 站長(zhǎng)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)

128、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(duì)數(shù)字分析與統(tǒng)計(jì)有較強(qiáng)的概念² 會(huì)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(duì)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(chǎng)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(duì)服務(wù)的及時(shí)性、準(zhǔn)確性及過程進(jìn)行管理控制² 按時(shí)提報(bào)配件需求計(jì)劃，及時(shí)清退故障件² 配合搞好服務(wù)

129、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(gè)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(guó)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(cè)中的所有內(nèi)容² 為部門建立目標(biāo)和工作業(yè)績(jī)的衡量標(biāo)準(zhǔn)² 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(dòng)&

130、#178; 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(tái)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(huì)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 主持重大質(zhì)量事故的處理² 對(duì)業(yè)務(wù)人員和維修人員進(jìn)行考核² 進(jìn)廠維修車

131、輛維修進(jìn)度控管² 對(duì)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(jī)目標(biāo)² 指導(dǎo)部門人員的跟蹤技能，并對(duì)其工作量進(jìn)行規(guī)劃和調(diào)整，同時(shí)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(píng)估本部門人員的跟蹤績(jī)效2.2.3 執(zhí)行要求² 經(jīng)常與站長(zhǎng)、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(cè)中的內(nèi)容，并定期提報(bào)相關(guān)信息² 了解國(guó)家或當(dāng)?shù)仄嚪?wù)相關(guān)法規(guī)² 對(duì)汽車售后服務(wù)有極高興趣，并經(jīng)常收集同業(yè)的創(chuàng)新理念與活動(dòng)² 調(diào)查、掌握所在地區(qū)慶鈴汽車產(chǎn)品的

132、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(tái)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(duì)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(hào)，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(shí)² 認(rèn)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(qǐng)及相

133、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(tái)賬和報(bào)表，在規(guī)定的時(shí)間向慶鈴售后服務(wù)部傳遞² 及時(shí)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(duì)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(duì)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

134、對(duì)無法判定的保修項(xiàng)目，應(yīng)及時(shí)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(shí)發(fā)現(xiàn)他們對(duì)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(shí)，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(shí)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(shí)進(jìn)行后續(xù)維護(hù)² 協(xié)助客戶了解在修車輛狀況² 協(xié)助售后營(yíng)銷員進(jìn)行客戶預(yù)約回訪服務(wù)² 在維修接待場(chǎng)

135、合保持高標(biāo)準(zhǔn)的個(gè)人形象和公司形象² 準(zhǔn)確及時(shí)的為客戶提供工時(shí)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(huì)計(jì)證”，有三年以上的會(huì)計(jì)、結(jié)算工作經(jīng)驗(yàn)² 為人誠(chéng)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(huì)計(jì)報(bào)表制定和月、季、年度會(huì)計(jì)分析² 日常維修結(jié)算工作² 必要時(shí)，對(duì)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(duì)帳務(wù)2.4.3 執(zhí)行要求² 對(duì)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

136、須親切、熱情² 能安撫客戶在結(jié)賬時(shí)的不滿情緒，遇到刁難客戶應(yīng)立即向前臺(tái)主管反映² 業(yè)務(wù)熟練，結(jié)算及時(shí)（爭(zhēng)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(yíng)銷員2.5.1 任職條件² 溝通能力強(qiáng)² 個(gè)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(duì)客戶進(jìn)行電話回訪² 定期制定回訪總結(jié)報(bào)告² 對(duì)客戶下次回廠時(shí)間進(jìn)行預(yù)約服務(wù)及提醒² 對(duì)當(dāng)?shù)乜蛻暨M(jìn)行分析，確定對(duì)象并進(jìn)行維修業(yè)務(wù)開拓2.5.3 執(zhí)行要求² 能隨時(shí)改進(jìn)電話回訪的技巧

137、78; 了解慶鈴公司的產(chǎn)品知識(shí)² 了解備訪問對(duì)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

138、織制定車間月度經(jīng)營(yíng)完成目標(biāo)并實(shí)現(xiàn)月度維修產(chǎn)值和利潤(rùn)² 根據(jù)維修委托單進(jìn)行派工，合理安排工時(shí)、工位、人員及設(shè)備² 控制現(xiàn)場(chǎng)維修進(jìn)度，按質(zhì)保證竣工時(shí)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(tái)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(píng)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)資料2.6.3 執(zhí)行要求² 充分理解慶鈴服務(wù)站管理手冊(cè)中的所有內(nèi)容

139、8; 為車間建立目標(biāo)和工作業(yè)績(jī)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(duì)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(chǎng)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² 按修理項(xiàng)目對(duì)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)

140、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)保卡等各項(xiàng)服務(wù)記錄² 對(duì)典型、重大、批量質(zhì)量問題及時(shí)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(duì)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的能力² 對(duì)索賠員提供技術(shù)支持2.8 質(zhì)檢員2.8.1 任職條件

141、8; 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(duì)車輛交車前執(zhí)行最終檢查工作² 對(duì)廠內(nèi)品質(zhì)管理不合格的維修工提出糾正，必要時(shí)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(jiǎng)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(duì)檢驗(yàn)及控制程序具備相當(dāng)?shù)闹R(shí)² 協(xié)助技術(shù)總監(jiān)對(duì)維修工實(shí)施技術(shù)培訓(xùn)²

142、熟悉慶鈴公司服務(wù)站管理手冊(cè)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(chǎng)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(huì)熟悉使用計(jì)算機(jī)對(duì)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(chǎng)的需求合理調(diào)整庫(kù)存，加快資金周轉(zhuǎn)，減少滯銷品種² 對(duì)服務(wù)站配件工作人員進(jìn)行業(yè)務(wù)培訓(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

143、 及時(shí)向慶鈴售后服務(wù)部傳遞汽車配件市場(chǎng)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(gòu)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(cè)中有關(guān)配件管理規(guī)范² 經(jīng)常與站長(zhǎng)、前臺(tái)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(chǎng)動(dòng)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(gòu)（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(duì)汽車配件市場(chǎng)信息較敏感，工作踏實(shí)，責(zé)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

144、悉服務(wù)站車輛維修業(yè)務(wù)，合理安排庫(kù)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(gòu)的規(guī)定，開展配件的計(jì)劃、訂購(gòu)工作² 對(duì)配件供應(yīng)的及時(shí)性、正確性負(fù)責(zé)，并保證訂購(gòu)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(chǔ)備² 作好庫(kù)房的定置管理、標(biāo)識(shí)和定期盤點(diǎn)² 建立健全帳務(wù)并及時(shí)與慶鈴公司對(duì)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?chǎng)情況² 與慶鈴公司售后服務(wù)部經(jīng)常保持交流與溝通² 對(duì)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(chǎng)配件的價(jià)格信

145、息2.11 配件庫(kù)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(cāng)儲(chǔ)管理及庫(kù)存盤點(diǎn)² 及時(shí)向配件計(jì)劃員通報(bào)配件庫(kù)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(duì)庫(kù)存配件嚴(yán)格落實(shí)先進(jìn)先出原則² 對(duì)庫(kù)存配件的保質(zhì)提供合理的建議² 對(duì)庫(kù)存貨位的合理性提出改善建議2.12 機(jī)修工（技師）2.12.1 任職條件² 具備從業(yè)資格證書和技術(shù)等級(jí)證書，有三年以上汽車維修工作經(jīng)驗(yàn)&

146、#178; 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(shí)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 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

147、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(cè)方法，拆卸、清洗、測(cè)試、修復(fù)、更換、裝配、潤(rùn)滑、調(diào)整等各個(gè)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(cè)執(zhí)行維修操作，并記錄必要的測(cè)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，完整上交，清理現(xiàn)場(chǎng)，清理車輛內(nèi)外清潔2.13 電氣工（技師）2.13.1 任職條件

148、78; 具備從業(yè)資格證書和技術(shù)等級(jí)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(shí)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(cè)執(zhí)行維修操作，并記錄必要的測(cè)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，所有與施工相關(guān)的文件必須填寫清楚，完整上交，清理現(xiàn)場(chǎng)，清理車輛內(nèi)外