Service Center

1. 目的/ Objective

1. 备件可追溯性：全流程记录备件接收、使用及报废状态；

1. Traceability of spare parts: Record the entire process of receiving, using, and scrapping status of spare parts;

2. 服务响应效率：通过标准化管理缩短故障处理周期，提升客户满意度；

2. Service response efficiency: Shorten the fault handling cycle and improve customer satisfaction through standardized management;

3. 资产安全保障：降低备件丢失、滥用或人为损坏风险。

3. Asset security protection: Reduce the risk of spare parts loss, abuse, or human damage.

2. 范围/Range

3. 定义/Definition

4. 备件申请与发放/ Spare Parts Application and Distribution

1. 下图为服务点的备件申请流程图，若需要总部发放备件，应按此流程进行申请。

1. The following diagram shows the spare parts application process for service center. If the headquarter needs to issue spare parts, the application should be made according to this process.

2. 对于服务点，总部制定了发货排期，常规情况下预计2-3个月发放一次备件，服务点需提前15-30天对未来2-3个月的备件需求情况进行预测，再根据预测数据向总部提交申请。总部收到备件申请后，需在5个工作日内进行响应，在确认调整数量后的20个自然日内安排发货。

2. For service center, the headquarter has established a delivery schedule. Under normal circumstances, spare parts are expected to be distributed every 2-3 months. Service center need to predict the demand for spare parts in the next 2-3 months, 15-30 days in advance, and then submit an application to the headquarter based on the predicted data.  After receiving the spare parts application, the headquarter needs to respond within 5 working days and arrange shipment within 20 natural days after confirming the adjusted quantity

3. 对于服务点的备件申请，由总部海外售后工程师进行审核和修改，标准为：参照对方过去3个月的备件消耗量与目前累积的RMA情况进行调整。

3. For spare parts requests from service center, they will be reviewed and modified by overseas after-sales engineers at the headquarter. The standard is to adjust based on the spare parts consumption of the other party in the past 3 months and the current accumulated RMA situation.

4. 对于第一次发放备件的情况，若为服务点，则由总部设定备件的发放内容。

4. For the first distribution of spare parts, if it is a service point, the headquarter will set the distribution content of spare parts.  

5. 服务点的备件申请必须在售后系统进行提交，待对方完成备件签收后，系统会自动将备件同步到对应的仓库中。

5. The spare parts application of the service point must be submitted in the after-sales system. After the other party completes the receipt of the spare parts, the system will automatically synchronize the spare parts to the corresponding warehouse.

6. 服务点需在备件签收后的2个工作日内完成系统确认。

6. Service center need to complete system confirmation within 2 working days after receiving spare parts.                                

5. 备件使用与管理/ Spare Parts Usage and Management

1. 任何备件的使用必须在售后系统留下消耗记录，否则一律视为物料损耗，服务点将需要按照物料的供应价向总部支付费用。

1. The use of any spare parts must be recorded in the after-sales system, otherwise it will be considered as material loss, and the service point will need to pay the headquarter according to the supply price of the materials.

2. 服务点需按下图流程在系统完成工单

2. The service point needs to complete the case in the system according to the following process.

3. 工单闭环需在备件使用后3个工作日内完成。

3. The case closure must be completed within 3 working days after the spare parts are used.

6. 紧急备件申请/ Emergency Spare Parts Application

1. 若服务点有紧急备件需求，可向总部进行紧急申请。申请时，需先在售后系统填写备件申请单，然后将单号和紧急申请原因告知总部，由总部海外售后工程师审核是否准予进行紧急发货。

1. If the service point has an urgent need for spare parts, they can apply to the headquarter urgently.  When applying, it is necessary to first fill out a spare parts application form in the after-sales system, and then inform the headquarter of the order number and the reason for the urgent application. The overseas after-sales engineer of the headquarter will review whether to approve the urgent shipment.

2. 对于紧急发货的情况，总部会在审核通过后的5个工作日内将备机/备件发出。

2. For urgent shipments, the headquarter will send out spare machines/parts within 5 working days after approval.

7. 库存盘点/ Inventory Count

1. 服务点需每半年一次对备件进行库存盘点。

1. Service center are required to conduct inventory checks on spare parts every six months.

2. 库存盘点需按此流程图进行：

2. Inventory counting needs to be carried out according to this flowchart:

3. 常规情况下，从总部通知开始进行库存盘点，到服务点核实库存差异（即8.2中流程000到003）应在三个工作日内完成。在此期间，服务点暂停对售后备件的使用。若有特殊情况需使用备件，应以表格的形式进行记录与说明，盘点完成后反馈给总部。

3. Under normal circumstances, inventory counting should be conducted within three working days from headquarter notification to service point verification of inventory discrepancies (i.e. processes 000 to 003 in 8.2).  During this period, service center will temporarily suspend the use of after-sales spare parts.  If there are special circumstances that require the use of spare parts, they should be recorded and explained in the form of a table, and feedback should be provided to the headquarter after the inventory is completed.

4. 若服务点的实际库存与售后系统上显示库存不符，总部将按照备件的供应价向对方收取费用。若对方认为该备件用于售后，需在售后系统补交工单并完成工单闭环，通过总部审核后，可以减免此部分费用。

4. If the actual inventory of the service point does not match the inventory displayed on the after-sales system, the headquarter will charge the other party according to the supply price of spare parts.  If the other party believes that the spare part is for after-sales service, they need to submit a case in the after-sales system and complete the case loop. After approval by the headquarter, this part of the cost can be waived.

8. 备件问题与报废/ Spare Parts Issues and Scrapping

1. 若服务点发现备件的使用问题，需如实向总部进行反馈，总部将根据反馈内容，判定责任归属。

1. If the service point discovers any issues with the use of spare parts, they must truthfully provide feedback to the headquarter, and the headquarter will determine the responsibility based on the feedback content.

2. 若服务点因保存或使用造成备件问题，则需按备件供应价向总部支付费用。

2. If the service point causes spare parts problems due to storage or use, they shall pay the headquarter according to the spare parts supply price.

3. 对于确认无法使用的备件，服务点需对备件进行报废操作，总部需在售后系统减少服务点仓库内的对应备件数量。

3. For the confirmed unusable spare parts, the service point needs to scrap the spare parts, and the headquarter needs to reduce the corresponding number of spare parts in the service point warehouse in the after-sales system.

9. 双语协议解释条款/Bilingual Agreement Interpretation