售后维修支持

specific scope of services for field monitoring includes, but is not limited to, the following市场监控具体服务范围包含但不限于如下：
1.If a customer complaint occurs, it serves as a market link and reflects the customer's expectations. 如发生客户投诉事件，则作为市场纽带，反映客户的期望。
a) Coordination, control and monitoring of the quality of products in the field as manufacturer's function.承担制造商的职责，对现场产品质量予以协调、控制和监测。
b) In co-ordination with the sales company do systematic product quality monitoring on the basis of warranty invoices, diagnostic data, breakdowns, repeat repairs, RTM-Data, sales company and dealer inquiries.根据保修发票、诊断数据、故障、重复维修、RTM 数据、销售公司和经销商咨询，与销售公司合作开展系统性产品质量监测。
c) Coordination, control and monitoring of the field fault elimination process (FAP)协调、控制和监测现场故障消除过程（FAP）。
d) Escalate the technical topics according to priority into the escalation meetings to ensure solutions for the customer. 在相关上报会议中，根据优先级上报技术问题，以确保为客户提供解决方案。
2.Development, Implementation and Management of the field fault elimination process (FAP) in conjunction with the internal and external process partners. 与内部和外部流程合作伙伴携手实施现场故障消除流程（FAP）。
a)Accept and respond to PCC (Priority Customer Complaints) for serial problems from the market and guide the FAP process.受理并回应市场关于量产问题的 PCC（优先客户投诉）并为 FAP 流程提供指导。
b)Development and release of detailed information regarding field problems and repair measures for the dealers (e.g. TPI). 为经销商开发和发布有关现场问题和维修措施的详细信息(e.g. TPI)。
c)Development of fast, cost-effective and sustainable repair solutions, methods and tools to resolve customer complaints in the field and
reduce costs.开发快速便捷、经济高效且可持续的维修解决方案、方法和工具，以解决现场客户投诉并降低成本。
d)Monitoring the effectiveness of corrective measures/solutions for the series production and for service solutions.监测专为量产和服务解决方案开发的纠正措施/解决方案的有效性。
e)Technical support of the dealers organization for finding solutions of complex, technical problems.为经销商组织提供技术支持，以便为复杂的技术问题寻找解决方案。
f)Ranking and selecting technical topics together with partners for escalation within NEV. Co.与合作伙伴一起对技术问题进行排序和选择，以便上报至新能源汽车公司。

目的：
－Ensure fast and cost effective repair at dealer. 确保经销商维修快速且经济高效。
－Ensure real-time monitoring of market customer issues.确保市场客户问题的实时监控。
－ Ensure timely and accurate analysis of monitored customer feedback and communication with relevant parties to resolve issues. 确保对监控到的客户反馈进行及时准确分析以及与相关方沟通解决。
－ Ensure timely resolution of customer feedback issues and track their closure. 确保客户反馈的问题按时解决并跟踪问题的关闭。