Do a good job in after-sales service of non-standard automation equipment

1) Quality is designed, manufactured, and tested, not by after-sales service.

      A large part of after-sales service is caused by the quality of the equipment itself, and the traceability of these quality problems comes from design and manufacturing. In the DFM report in the design and development stage, whether there is sufficient communication with the customer to confirm the feasibility of use and the production and manufacture to confirm the feasibility of the processing assembly and debugging, often due to differences and misunderstandings in communication, the equipment has hidden quality risks in the design and development stage.

      2) Not only equipment and hardware are sold to customers, but also the output of operation and maintenance technology

      For non-standard automation equipment sold to customers, it is necessary to assist customers in training operation and maintenance technicians. First, ensure that customers use equipment reasonably and safely and maintain equipment daily, maximize equipment efficiency, extend equipment service life and reduce equipment failure rates. .

      The second is that the customer can solve the problem by themselves when the equipment fails or the wearing parts are replaced, which improves the timeliness of problem processing and reduces the cost of after-sales service.

      3) Use modern communication technology to do a good job in remote after-sales service innovation

      It is necessary to determine the technical window personnel for after-sales service docking with customers to facilitate communication. Use mobile phones, computers and other modern communication technologies to remotely guide customers in operation and maintenance! For remote after-sales service, common faults must be classified according to single-machine faults, online faults, actuators (mechanical components), sensors (electrical components), controllers (system hardware), programs and systems, etc. Online waiting time, improve service efficiency and quality!

      4) Establish a notification system for after-sales problems, and other stones can attack mistakes

      The handling of after-sales problems should be classified and archived to facilitate the tracking and inquiry of other problems. The handling of non-standard automated assembly after-sales problems should be reported in time, to other relevant after-sales personnel, to design and development personnel, to processing and manufacturing personnel, to quality inspection personnel, and to customers. To avoid the recurrence of problems, establish effective feedback channels and tracking mechanisms.

      5) Quality building of after-sales team personnel

      After-sales service is an extension of sales and a representative of the company's comprehensive image, so the comprehensive quality requirements for after-sales personnel are also high! After-sales work cannot be effectively supervised, so the self-discipline of after-sales personnel is required to be high. Non-standard automation equipment must have certain communication skills when dealing directly with customers after sales, be honest, understand respect, be tolerant, be able to swallow grievances, and feed the big picture. After-sales is to solve problems, so the technical ability should be strong, the knowledge should be broad, and they should be able to take charge of themselves.