加入我们这家全球化的制药公司吧。我们以不懈的动力为患者带来更好的健康结果，从而丰富人们的生活。我们齐心协力，努力带来改变。成为这样一种文化的一部分吧。在这里，我们不只是等待改变，而是积极创造改变——在这里，你的技能和价值观将推动我们共同取得进步并产生影响。
Job Summary
Responsible for the end-to-end technical service operations: from policy design, process engineering, system deployment, data-driven optimization, to frontline engineer enablement.
端到端负责技术服务运营：涵盖政策设计、流程构建、系统部署、数据驱动优化及一线工程师赋能。
Main Tasks & Responsibilities
- Establish and optimize service processes and SOPs to improve team efficiency and service quality. 建立并持续优化服务流程与SOP，提升效率与服务质量
- Manage customer service requests, ticketing systems, and service reports to ensure data accuracy and traceability. 管理客户服务请求、工单系统及服务报告，确保数据准确、可追溯
- Develop and execute service operation plans, including preventive maintenance, emergency response, and customer training. 制定并执行运营计划，包括预防性维护、应急响应及客户培训
- Coordinate the daily work of technical service engineers to ensure service tasks are completed on time and to a high standard. 协调技术服务工程师日常工作，确保任务按时、高质量完成
- Coordinate cross function resources to resolve complex technical issues跨部门整合资源，解决复杂技术问题
- Monitor customer satisfaction, handle complaints and escalations, and uphold the company’s brand image监控客户满意度，处理投诉与升级事件，维护公司品牌形象
- Continue drive process excellence and provide data Analytics & Insight持续推动流程卓越，提供数据分析与洞察
- Service system rollout & maintain continuous operations负责服务系统上线及持续运维
Qualifications：
- Bachelor’s degree or above, technical major preferred本科及以上学历，技术类专业优先
- 5+ years of experience in technical services 5年以上技术服务相关经验
Professional Capabilities/Skills:
- Strong cross-functional communication and project management skills具备优秀的跨部门沟通与项目管理能力
- Strategic thinking具有战略思维
- English proficiency for written and oral communication英语书面及口语流利
- Familiar with Service Max or Salesforce system熟悉Service Max或Salesforce系统
Proficient in CRM, ERP, ticketing systems, and office software熟练使用CRM、ERP、工单系统及办公软件
作为一家为所有员工提供公平机会的公司，我们致力于组建多元化的团队，使其能够代表我们所服务的患者和社区，并且我们努力营造一个包容的工作环境，以促进团队成员之间的协作。