National Service General Manager

【核心职责 Main Responsibility】

一、服务战略与体系建设 Service Strategy & System Development

1. 服务网络规划：设计覆盖重点区域的维修中心、区域服务及代理商布局，确保服务响应效率。
2. Service Network Planning: Design the layout of repair centers, regional service sites, and agents covering key areas to ensure service response efficiency.
3. 渠道服务体系建设：制定代理商的准入标准、分级管理体系及退出机制；明确自营与渠道的分工协同规则。
4. Channel Service System Development: Establish agent admission criteria, tiered management system, and exit mechanisms; clarify the division and collaboration rules between self-operated and channel partners.
5. 服务产品设计：开发或迭代服务产品，形成独立营收业务单元。
6. Service Product Design: Develop or iterate service products to form an independent revenue-generating business unit.
7. 标准化与数字化：建立及优化维修、现场服务等环节的SOP；通过服务管理与备件管理系统，实现服务全流程可视化。
8. Standardization & Digitalization: Establish and optimize SOPs for repair, field service, and other processes; achieve full-process service visualization through service management and spare parts management systems.

二、服务交付与质量保障 Service Delivery & Quality

1. 维修与校准：统筹自营及渠道团队完成仪器维修与校准，确保交付时效与质量达标。
2. Repair & Calibration: Coordinate self-operated and channel teams to complete instrument repair and calibration, ensuring delivery timeliness and quality meet standards.
3. 分级响应：建立普通客户、重要客户、紧急故障的分级响应机制，协调现场与远程资源处理重大危机。
4. Tiered Response: Establish tiered response mechanisms for regular customers, critical customers, and emergency failures; coordinate on-site and remote resources to handle major crises.
5. 质量闭环：定期汇总服务数据，向相关部门输出分析报告，推动产品持续改进。
6. Quality Closed Loop: Regularly consolidate service data, produce analysis reports to relevant departments, and drive continuous product improvement.

三、运营效率与团队管理 Operational Efficiency & Team Management

1. 备件与成本管理：建立关键备件安全库存模型，优化自营及渠道的备件供应策略；持续降低服务单位成本。
2. Spare Parts & Cost Management: Establish safety stock models for key spare parts, optimize spare parts supply strategies for self-operated and channel operations; continuously reduce unit service costs.
3. 团队建设：搭建维修、校准、现场服务、渠道管理等多岗位团队；设定KPI，实施量化考核与激励。
4. Team Building: Build multi-role teams covering repair, calibration, field service, channel management, etc.; set KPIs and implement quantitative assessment and incentive programs.

四、跨部门协同 Cross-Functional Collaboration

1. 与销售、市场等部门协同，为客户提供定制化服务方案，将成功服务案例转化为品牌宣传素材。

Collaborate with sales, marketing, and other departments to provide customized service solutions for customers, and transform successful service cases into brand promotion materials.

2. 参与公司战略规划，推动服务业务持续增长。

Participate in the company's strategic planning and drive continuous growth of the service business.