服务、配件运作手册目录前言....................................................................................................................................71．术语说明.............................................................................................................................82．服务站建店及设施........................................................................................................93．组织机构及岗位说明................................................................................................103.1组织机构设置......................................................................................................................103.1.1目的...................................................................................................................................103.1.2组织架构...........................................................................................................................103.2职位说明书...........................................................................................................................113.2.1服务总监...........................................................................................................................113.2.2服务经理...........................................................................................................................123.2.3配件经理...........................................................................................................................133.2.4技术经理...........................................................................................................................143.2.5服务顾问...........................................................................................................................153.2.6预约员...............................................................................................................................153.2.7索赔员...............................................................................................................................163.2.8回访员...............................................................................................................................163.2.9质量检查员.......................................................................................................................173.2.10维修组长.........................................................................................................................173.2.11维修技术人员.................................................................................................................183.2.12配件计划员.....................................................................................................................193.2.13配件销售员.....................................................................................................................203.2.14工具资料管理员.............................................................................................................203.2.15库管员.............................................................................................................................213.3关键岗位绩效指标.............................................................................................................223.3.1服务总监..........................................
