1. After-sales service engineer receive the maintenance call from customers
Customer information such as company name, address, purchase time, truck type, machine code and the cause of breakdown will be recorded into the form named “Quality Feedback from Customers”
The service clerk will fill out the “KION Baoli (Jiangsu) Forklift Co., Ltd. Service & Maintenance Application Form”.

2. Segmentation of problems
A) For complex problems where other departments shall be involved, After-sales Service Department should explain to customer and feedback the repair time or reply time.
B) For significant quality problems, customer/dealer shall send pictures to After-sales Service Department by e-mail. If it is necessary, service engineer will check and solve the problem on site.

3. Troubleshooting
A) Service Supervisor will arrange to draw out the needed spare parts based on the “KION Baoli (Jiangsu) Forklift Co., Ltd. Service & Maintenance Application Form”.
B) For vendor quality problems, the “Product Warranty Agreement” form will be filled out and notify vendor. The vendor shall provide feedback to After-sales Service Department.
C) Arrange service engineer to provide service on site with the “KION Baoli (Jiangsu) Forklift Co., Ltd. Service & Maintenance Application Form”.

4. Service completed
After the on-site service, the service engineer shall bring the replaced part back to the company for analysis by Quality Department and write off in warehouse.