李女士
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- 职位介绍
- Job Description - Internal Role Definition Provides support and problem resolution for specific products. Responsibilities • Assists clients with implementing new products, new releases and software upgrades. Responds to inquiries and requests from clients. • Trains customers in product operation and maintenance. • Participates in analysis of client identified issues or problems which may require changes to software, procedures, or documentation. • Diagnoses, troubleshoots and resolves common technical problems. Escalates as per procedures. Skill Descriptors Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors. Level Working Knowledge: • Delivers helpful feedback that focuses on behaviors without offending the recipient. • Listens to feedback without defensiveness and uses it for own communication effectiveness. • Makes oral presentations and writes reports needed for own work. • Avoids technical jargon when inappropriate. • Looks for and considers non-verbal cues from individuals and groups. Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations. Level Working Knowledge: • Identifies and documents specific problems and resolution alternatives. • Examines a specific problem and understands the perspective of each involved stakeholder. • Develops alternative techniques for assessing accuracy and relevance of information. • Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution. • Uses fact-finding techniques and diagnostic tools to identify problems. Customer Support Policies, Standards and Procedures: Knowledge of the organization's customer support policies, standards and procedures; ability to guide customers on all company interactions. Level Working Knowledge: • Follows standards and procedures that are relevant to one's own function and initiative. • Provides feedback in order to improve standard procedures. • Interprets documentation on the policies and standards regarding contact with the customer. • Contributes to the development and implementation of specific procedures. • Assesses inquiries for the need to escalate for further review or approval. Software Product Technical Knowledge: Knowledge of technical aspects of a software products; ability to design, configure and integrate technical aspects of software products. Level Working Knowledge: • Maintains and utilizes data related to install base configurations and environments. • Solicits customer feedback; reports and monitors bugs and implementation issues. • Participates in defining and conducting technical acceptance tests. • Participates in creating technical requirements for software development and deployment. • Explains basic environment and product configuration options. Software Release Management: Knowledge of strategies, practices and tools for managing versions and distribution of software products and enhancements; ability to evaluate and improve release management practices and tools. Level Working Knowledge: • Is informed on process and status of release testing, validating, packaging and deployment plans. • Describes major conversion and migration issues and considerations. • Helps deploy new releases for one or more products. • Distributes communications, with guidance, about product release delays. • Participates in coordinating or compiling documentation to accompany each release. Software Reliability Management: Knowledge of software reliability management; ability to develop and use principles, methodologies and metrics that increase software product performance and reliability. Level Working Knowledge: • Explains the process and considerations for defining product reliability requirements. • Describes tools for gathering reliability information on installed products. • Identifies reliability activities and tasks for the product development and maintenance plans. • Monitors and analyzes system failures and corrective actions. • Works with reliability testing methods and tools. Performance Measurement and Tuning: Knowledge of system performance, testing and programming; ability to monitor, measure, and optimize system performance and network communication. Level Working Knowledge: • Monitors the performance of specific system components. • Researches performance objectives and requirements for a component or application. • Works with installed software tools for performance monitoring and reporting. • Validates performance characteristics for specific technologies. • Works with the performance measurements of hardware, software or network components. Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation. Level Working Knowledge: • Discovers, analyzes, and resolves hardware, software or application problems. • Works with vendor-specific diagnostic guides, tools and utilities. • Handles calls related to product features, applications, and compatibility standards. • Analyzes code, logs, and current systems as part of advanced troubleshooting. • Records and reports specific technical problems, solving processes and tools that have been used. Prefer Skills • Strong written & verbal communication • Experience in Contact Center work. • Experience and expertise in Data Analysis (Excel and Power BI) and Presentations. • Experience in working with dealers or customers. • Experience in business planning and budget management. • Experience in program management. • 2 years of Experience in technical supporting or driving adoption around Cat Technology or Digital products. • Technical marketing background and secure understanding of campaign building, customer journeys and an omnichannel approach • Knowledge of major products and services, product and service groups; ability to apply knowledge of product and service appropriately to diverse situations. • Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers • Knowledge of account management; ability to manage day-to-day activities, providing services and support to existing clients.
- 其他信息
- 语言要求：英语
- 行业要求：全部行业
公司简介
卡特彼勒是世界上**的土方工程机械、建筑机械和矿用设备的生产商，也是全世界柴油机、天然气发动机、工业用燃气轮机以及柴电混合动力机组的主要供应商。
为了加大投资力度和发展业务，卡特彼勒（中国）投资有限公司于 1996 年在北京成立。今天，卡特彼勒在中国投资建立了29家生产工厂，制造液压挖掘机、压实机、柴油发动机、履带行走装置、铸件、动力平地机、履带式推土机、轮式装载机、再制造的工程机械零部件以及电力发电机组。
卡特彼勒（中国）投资有限公司已在中国建立了办事处，培训和产品服务中心，为日益增长的设备用户提供及时周到的服务。由4个代理商组成的经销服务网络为各行各业提供适用的机器和设备，并给予综合性售后服务，使用户在作业中取得更高的经济效益。
卡特彼勒承诺，以**的优势，为世界各地致力参与基础建设、资源的开发和运输的设备用户，提供物有所值的机器，发动机产品和售后服务。
我们将与合作伙伴及用户一起，在大中华区建设未来。
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