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快速定位问题根因，推动问题远程解决，提升首次解决率。\n2.技术值班与应急响应：参与技术值班排班，保障非工作时间客户紧急问题的及时响应与初步处置; 按照SLA标准完成问题响应、处理与闭环，确保服务时效达标。\n3.复杂问题升级与跟踪闭环：对无法远程解决的复杂故障进行分级升级，协调一线现场技术支持或研发团队介入; 全程跟踪问题处理进度，确保客户问题得到及时闭环，管理客户预期。\n4.知识库建设与经验沉淀：维护问题台账与技术知识库，沉淀典型故障处理方案、最佳实践与FAQ; 定期输出故障分析报告，为服务体系优化与产品迭代提供数据支撑。\n5.备件协调与客户沟通：对接客户及一线团队的备件需求，协调内部供应链、仓储完成备件申请、调拨、发货及物流跟踪; 建立备件使用台账，定期统计分析备件消耗情况，反馈异常消耗趋势，协助优化备件库存结构。远程对接客户，清晰传达问题处理进度、备件到货时效等信息，稳定客户情绪，管理客户预期; 收集客户对服务流程、响应速度的反馈，输出服务改进建议。\n任职要求 / Requirements\n任职要求\n1.本科及以上学历，自动化、机电、电子、计算机等理工科相关专业，2年以上自动化/机器人/智能硬件类产品售后技术支持、远程客服或相关流程管理经验。\n2.熟悉机器人/智能硬件产品的基本硬件结构、电气系统及常见故障表现，具备远程故障诊断与指导排查的能力。\n3.具备较强的流程管理意识，有工单系统使用、服务流程梳理、SLA管理等实操经验，注重规范与效率。\n4.具备良好的沟通协调能力，能够高效对接客户、一线团队及内部供应链等多方资源，推动问题与备件需求闭环。\n5.责任心强、服务意识强，能够适应轮班值班工作模式，具备较好的抗压能力与应变能力。\n6.工作细致认真，文档记录规范，具备基础的数据统计与分析能力。\n岗位亮点\n1.服务体系核心枢纽：作为远程服务、流程管理与备件协调的交汇点，全面掌握客户服务运转链路，岗位不可或缺。\n2.流程与协调能力成长：深度参与服务流程设计与优化，锻炼多方资源协调与项目管理能力，往服务运营方向发展路径清晰。\n3.工作节奏相对可控：以远程支持为主，无需长期出差驻场，兼顾工作与生活平衡。","description_format":"text","description_chars":1007,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Chinese","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence"],"lifecycle":[{"event":"open","at":"2026-10-26T07:28:48Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":6,"expected_fill_days":182,"reasons":["conf:3","win:early","comp:brand"],"computed_at":"2026-11-02T06:13:15Z"},"pay":null,"html_url":"https://alion.io/job/x2robot-shouhoujishuzhichi","json_url":"https://alion.io/job/x2robot-shouhoujishuzhichi.json","meta":{"generated_at":"2026-11-02T08:24:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11845,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2382984},"rest":"https://alion.io/mcp/rest/get_company?id=2382984"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fx2robot-shouhoujishuzhichi"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fx2robot-shouhoujishuzhichi"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fx2robot-shouhoujishuzhichi"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/x2robot-shouhoujishuzhichi\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fx2robot-shouhoujishuzhichi"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3263784}},{"tool":"search_jobs","arguments":{"company":"x2robot.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3263784},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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