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Gold medal customer experience providers -- brooke nano surface and measurement of greater China senior service manager Sun Hao interview
Boss face to face
Current brooke higher-ups face-to-face invitation to nanometer surface measurement department Sun Hao greater China senior service manager, he will be for us to share his work in brooke's experience, the team service idea and the team members' requirements and expectations.
01 | a brief introduction of your work experience?
I graduated in 2010, Dr, then joined the Bruker company, after-sales service engineer.Because the change of experienced from customers to vendors, at that time I was thinking over and over again the manufacturer's service and customer experience exactly in what way can have a bigger improvement.In the mid - 2011, through continuous discussion with headquarters, finally passed in each region to establish the idea of customer service center, China customer service center is established by me to chair.Through the efforts of the local team, at the end of 2011 China customer service center was formally established, began to provide telephone support, local test, and training and other services.To 2012 years, we realized the local service again, I also began to officially served as director of the China customer service center.In later years, we continue to increase the function of customer service center, and set up a more professional after-sales service team.At the end of 2016, I turned to pre-sale, as scientists, that time I was responsible for the part of the nanoscale liquid under electrical product development and promotion.Early in 2018 due to business needs, the company put me back to after-sales department as senior service manager, the goal is to build a customer actual application problem oriented brand-new service team.In the past three years we basically achieved this goal.Since 2020, I'm responsible for area expanded to Taiwan.In a few months, I work in Bruker full 11 years, over the years, I witnessed the development of the team, also experienced from the frontline staff to technical experts, the entire process, from the head of the project to the regional manager during this period I learned a lot, also grow a lot, I'm very glad to have this opportunity to share with you.
02 | what kind of people can join your team?
1. The requirements for working attitude
This is a challenging job, we need to have a positive attitude, team members have the courage to face difficulties and challenges from the external and internal, and learning to grow.People who cannot control the negative emotions is not fit for the job.We need team members can be ready to help others, is good at the perspective-taking, accurately understand the needs of customers.
2. The demands of business capabilities
We compare the value everyone's actual ability, no hard in academic and professional requirements.With Dr Knowledgeable in our team, also have skill super master's degree, professional background is also involved in chemical, biological, electronic, etc., all of the team now, almost all in their own positions achieved very good results.And the requirements of technical level is only one part of communication is also attached great importance to us.
3. The requirement of personality and moral character
Attached great importance to our team members' personal quality, integrity, innovation is our corporate culture, we hope that team members can abide by professional ethics, honest and trustworthy, have the courage to bear, with clients to establish mutual trust partnership, achieve win-win cooperation.
4. The requirement of English level
As a foreign company, we need the candidate has a basic level of English.New frontline staff, proficient in reading and writing English ability is more important, because will frequently use English mail for internal communication;Along with the ability to ascend, and position will be increasingly involved in the factory training and meetings, needs to have strong listening and speaking skills.
03 | can share your team's service concept?
The company's revenue is we create value for customers and good experience, after the customer to be able to recognise our service value, natural "by-products".There are three aspects, we can't put the cart before the horse.
Talent is the most valuable wealth of a company, we must first have a good team member, which in turn can have a good team, ultimately to the success of a business.From a personal level, we care about every employee, attaches great importance to staff training and personal development, we actively encourage team members not only should on the technology progress, and to have enough communication and negotiation skills, I hope every member can't just think of yourself as a technical expert, but to have a higher goal, that we are a consultant, is a customer solution provider.So we made a strict recruitment process, and through a lot of technical training and soft skills training, let each team member can see higher, farther from passive technical experts, to solve the problem of customers become active concern customer solutions provider.
From team level, our goal is to build a learning organization, everyone with a vision, that's our job to help people solve the problem, and customer success together, help to promote our cutting-edge scientific research and production run smoothly;Helping others is a noble, for other people solve problems, make the world a better place, we can obtain the satisfied inside.In the organization, we can study happily and share knowledge and experience, systematic thinking how to solve the problem, better and faster brainstorming to get the best solution.This is the last business level results, formed our own characteristic service mode.
Through team discussion, we conducted a series of beneficial attempt, make full use of modern science and technology, creating a distinctive service experience.For example, we in addition to using traditional way of telephone and E-mail support, also use WeChat group for our customers to provide fast support.We have established a dozen according to different product line WeChat group, there are about 4000 customers in our WeChat group, they can at any time to ask questions and get answers quickly in the group.
Our WeChat public, there are a large number of technical support resources, support keyword query, and often push excellent research articles for the customer.Extended warranty for purchases we also provide the augmented reality remote support, through Team Viewer Pilot, we can see and sign of the client can see, the more accurate guidance remote clients solve problems quickly.We in the customer service center has perfect hardware detection and maintenance equipment, can accurately and quickly locate problems, most of the key parts can be done directly in the customer service center repair, greatly reducing the downtime.
As much as possible in order to reduce the future problems in instrument used to ensure that the customers fully understand the performance of instruments and instrument's potential into full play, we also provide a lot of online and offline training courses, whether beginner instrument, or to solve the problem of scientific research and production frontier, can benefit from different levels of training course.We spent a lot of time to write a lot of Chinese technology information, but also convenient customer quickly grasp our products in China.
Our engineers and many scientific research cooperation between with customers, help customers through experiment scheme design, the optimization of experimental conditions, even instrument of transformation, to solve the problem of many critical applications.In the past few years, our engineers have cooperated with customers of high quality in published research papers.Customer eventually saw the value of our service, of course, is willing to pay for this kind of value, so as to realize the win-win cooperation.
Therefore, attracting talent is my starting point and the starting point and their success contributed to the success of the team, the team's success with the success of the business, finally achieved the customers - the company - personal "three win".