Copyright © 2017 ZOOMLION Heavy Industry Science & Technology Co., Ltd.

All rights reserved

Zoomlion In Latin America 中联拉美区
域
Service & Training 服务与培训

Spare Parts & Warranty 配件与质保

 ZOOMLION IN LATIN AMERICA
01 中联拉美区域分布
Zoomlion dearler In Latin America 拉美代理商分布
CIFA LA Branch Company One Concrete Machinery
One Tower Crane Dealer Dealer In Costa Rica
One Concrete Machinery
Dealer In Mexico

One Concrete Machinery One Concrete Machinery

Dealer In Guatemala Dealer In Dominican Republic

One Concrete Machinery One Concrete Machinery Dealer

Dealer In Panama One Tower Crane Dealer
One Mobile Crane Dealer In
One Concrete Machinery Columbia
Dealer In Ecuador

Two Concrete Machinery Dealer One Concrete Machinery

One Tower Crane Dealer Dealer In Bolivia
One Mobile Crane Dealer In
Peru

Brazil Branch Company

One Concrete Machinery Dealer
One Earth Moving Machinery In
Chile
One Concrete Machinery
Dealer In Argentina
Machines in Mexico

ZL36X-5RZ on Kenworth 6*4

Mounting in CIFA Latinamerirca and testing in the field 墨西哥子公司组装及测试
5
Machines in Mexico

Truck Pump ZL36X-5RZ on Kenworth 6*4

Machines in Costa Rica

Placing Boom 布料机 HG42T Truck Pump 泵车 46-6RZ on Isuzu

Machines in Panama

City pump on International 车载泵

8
Machines in Colombia

TC5013-5C

260T QY30V5 City Pump

Machines in Ecuador

8m3 on Shacman
HZS60P

ZL33X-4Z on Hino(Local mounting) ZL38-5RZ on Isuzu

Machines in Peru

ZL36X-5Z ZL33X-4Z on Shacman

8m3 on Shacman

truck Mixer GNV HBT40RS

11
Machines in Bolivia

ZE230E

200T 130T

ZE360E
12
Machines in Chile

ZL33X-4Z on Scania ZD160

HG29D ZD220
 Featured Products
区域主推产品

Concrete Machinery Mobile Crane Construction Hoisting Earth Moving

混凝土机械 移动式起重机 建筑起重机 土方设备

K38C
K36C QY30V532 TC5013-4C/5C ZE210E
K34C QY55V532 TC6012A-6A ZE260E
PC307 QY80V532 T6513-8E ZE360E
PC405/210 RT55 TC7013-10E ZD160
PC506/309 RT75 ZD220
HD6 QUY130 ZD320
HD8 QUY180
CIFA MOOVE
30/50/60
 SERVICE AND TRAINING
02 服务与培训
2.Service And Training 服务与培训

SERVICE GUIDELINES ： Prompt, Professional, Standard

服务宗旨：快速、专业、标准化。

Prompt 快速

 Response 第一时间响应
 Arrival 第一时间到达
     
 Solution 第一时间解决  
   
 
  
       Professional 专业
          
   
   Maintenance 专业的维修
   Training 专业的培训
Standard 标准
 Procedure 标准的流程  Customer Service 专业的客
服
 Genuine Parts 纯正的备
件

 Etiquettes 标准的礼仪
2.1.1 Service Channel
Local Partner
We will training for Partner service team
Local Service when we deliver the new equipment, so that
本地服务 he can solve simple problem.
每次新设备交付给最终客户我们将提供专业培
训帮助他们组建自己的维修队伍，可以处理简
Mexico Service Center 单的故障。
A professional service team are Mexico
based in Cifa LA as backup and could Service center
reach Cuba in 8 hours if needed. 墨西哥服务中心
在墨西哥 CIFA LA 工厂我们有一个专业
的服务团队，如需求可在 8 小时到达。

China R&D China R&D center

center Developers can provide the solution in 24
hours
研发人员可以 24 小时内提供技术解决方案

Page 17
2.1.2 Standard Service Actions 标准服务动作
HQ 总部 Zoomlion Local 区域团队 Dealer 代理商 End User 最终用户

Ex-factory Pre-shipment Periodic  Requested Paid

RI PDI DI service
inspection inspection inspection service

出厂前检 运输前检查 新机验收 性能检测 交付 定期检查 被动服务 有偿服务

查
① +
RI Zoomlion Dealer Finish within 5 work days after arrival. RI report
接收检查 中联 代理商 设备清关后 5 天内完成 新机验收报告
Operator
② + Submit report within 7 workdays after DI. DI report training Record
DI Dealer End user
新机交付 代理商 最终用户 交付后 7 天提供交付报告 交付报告和培训报告
Periodic  + Inspection
③ Dealer End user Timely remind user to implement.
inspection Record
定期巡检 代理商 最终用户 定期巡检提醒客户保养 巡检报告

Requested Service
④
service
Dealer + End user Submit the TSI report and service record. TSI report Record
被动服务 代理商 最终用户 提供质量信息反馈报告和服务报告 质量信息反馈和服务报告
Page 18
2.1.3 Making Reports about Service Issues to Higher Level for Quicker Solution
服务升级响应机制

Zoomlion HQ 总部 Zoomlion Local 营销区域 Dealer 代理

服务经理
Category 1:
More than three
times unsolved failures 三次未解决

Category 2:
Zoomlion Service Downtime more than
Headquarter Manager Dealer
72H 超过 72 小时未解决
Category 3:
Critical product accidents
安全事故

Inaction
区域不作为
HQ Email总部邮箱: SOS-service@zoomlion.com
Subject: Country + Dealer + Equipment information + Problem 主题：国家 + 代理商名称 + 设备信息 + 故障现象

Page 19
 2.1.4 Service Standard Output 标准的服务管理输出

Ex-factory Pre-shipment Periodic  Requested

RI PDI DI inspection service Paid service
inspection inspection

出厂前检 运输前检查 新机验收 性能检测 交付 定期检查 被动服务 有偿服务

查

Service documentation for dealer: 提供代理商标准的服务文件 ：

Product Service Overseas Standard

Warranty Management Service Reports
Policy Guideline 标准的服务报告
产品质保政策 代理商服务管 RI / DI /
理指导书 Service Record/
TSI Reports
① ② ③

Page 20
2.2.1 Skills Training – Skill Evaluation Standard 技能等级培训
Assessment target:
★ Be familiar with structure, operation, receiving inspection,
delivery and maintenance of the product.
Senior
熟悉设备的结构、操作、验收、发运和保养。
高级
★ Be familiar with measurement and adjustment of the
standard values, e.g. pressure\clearance\parameter, etc.
熟悉测量和调整各类标准值，如压力、间隙、参数等。
★ Be capable of replacing each assembly of the product
能够进行产品的部件拆装。
Intermediate
中级 ★ Be familiar with diagnosis and troubleshooting of
common/typical failures
能够解决简单或典型的故障。
Time requirement: 时间需求
Junior At least three years’ working experience in the post
初级 至少有三年的工作经验

Page 21
2.2.2 Skills Training – Skill Evaluation Standard 技能等级培训

Assessment target:
★ Instructing structure, assembly & dismantling, operation, receiving
inspection, delivery and maintenance of the product.
Senior
指导产品的结构、拆装、操作、验机、交付、保养
高级
★ Instructing measurement and adjustment of the standard values, e.g.
pressure\clearance\parameter, etc.
指导测量和调整各类标准值，如压力、间隙、参数等。
★ Instructing diagnosis and troubleshooting of common/typical failures of
Intermediate the complete vehicle.
中级 指导完成整车常见 \ 典型故障诊断与排除
★ Teaching and transferring the training accepted (knowledge of
product).
产品知识的授课与转训
Junior Time requirement: 时间要求
初级
At least two years after obtaining the qualification for junior service
engineer 至少得到初级认证后两年
Page 22
2.2.3 Skills Training – Skill Evaluation Standard 技能等级培训

Assessment target:
★ Dealing with major difficult failures \ accidents.
Senior
高级 重大疑难故障 \ 事故处理 \ 设备大修方案技术指导
★ Instructing assembly & dismantling of product components and common
fault diagnosis.
指导完成设备的组装与常见故障诊断
★ Compiling typical fault cases and developing training courses.
Intermediate 典型故障案例编辑、培训课程开发
中级 Time requirement: 时间要求
At least two years after obtaining the qualification for intermediate service
engineer 至少得到中级认证后两年

Junior
初级

Page 23
2.2.4 Skills Training – Training Modes 培训模式

Senior skills training

高级培训
Headquarter in China
Expert lecturers 中联管理学院
from Zoomlion
headquarter in
China Intermediate skills
中联总部讲师 training
中级培训
Overseas Training
Base 海外培训中心
Engineers
from Zoomlion
中联工程师
Junior skills training Awards: 授予等级培训证收，杰出的中级工
中级培训 师可前往中国免费学习
1. Engineers who pass relevant exams will
Local 代理商处 obtain certificates in corresponding levels.
2. Outstanding intermediate engineers can go
to China for free study.

Page 24
2.2.5 Examples of On-site Training 培训案例

Headquarter in China Mexico Training Base Local

中联管理学院

Page 25
03 Spare Parts and Warranty
配件与质保
3.1 Spare parts supply channel

Customer

Partner Cuba Mexico parts cent

warehouse

ZOOMLION
China Overseas parts
network
 3.2 Dealers build up Sapre parts warehose 代理商库房建设

1 ， Encourage dealers to build up their spare parts warehose: 鼓励代理商建库：

1) special discount for the dealers in their first spare parts purchase order. 首期代理商配件铺货优惠；

2). Concede credit line and deferred payment. 给予代理商授信额度和账期

3). Monthly dicount for planning order. 每月享受计划订单折扣，让利代理商。

2, Zoomlion share the standard stock management system to help the dealer have better administration and
management.
中联输出标准的库存管理文件，帮忙代理商规范管理；

3, Make a high frecuency spare parts List to handle a security stock.

提供高频配件清单，提高代理商的库存转换率，减轻代理商的库存压力；

4, Apply the Spare parts orderning on-line Intelligent system “ZOOOMLINK“.

配件智能在线下单系统 ZOOMLINK
 3.3 Spare Parts Planning System

<1>Start stage <2>Growth stage <3>Stage of

maturation
Planning order
Planning order Planning order
Frequency ： 1 per Month
Frequency ： 2 per week
Partner Frequency ： 1 per week Time ： 1th of every month （ logistic central
Time ： Monday （ logistic central Time ： Monday （ logistic central
area ）
area ） area ）
5th of very month (non logistic central area)
Tuesday(non logistic central area) Tuesday(non logistic central area)

Planning order Planning order Planning order

Logistic Frequency ： 2 per week
Frequency ： 1 per week Frequency ： 1 per Month
central Time ： Tuesday Time ： Monday Time : 5th of every month

Put weekly order to the Put biweekly order to the Put monthly order to the factory
H.Q
factory to manufacture factory to manufacture to manufacture

Note: all planning order from the dealer can apply the SO price under a limit of certain numbers of orders; The provisional order applies EO price.
The Logistic Central has limit of numbers of orders, the provisional order only limits for under warranty’s order, not limits to numbers of orders.
Dealers who belongs to Logistic Central Area only can order to the L.C, however, the Non-LC area should order directly to the H.Q.

Page 29
3.3 备件计划体系
<1> 起步期 <2> 成长期 <3> 稳定期

计划订单 计划订单 计划订单

代理商 频率： 1 次 /1 周 频率： 1 次 /2 周 频率： 1 次 / 月
时间：周一（中心库区域） 时间：周一（中心库区域） 时间：每 1 日（中心库区域）
周二（非中心库区域） 周二（非中心库区域） 每 5 日（非中心库区
域）

计划订单 计划订单 计划订单

中心库 频率： 1 次 /1 周 频率： 1 次 /2 周 频率： 1 次 / 月
时间：周二 时间：周一 时间：每月 5 日

对事业部下达单周计划 对事业部下达双周计划 对事业部下达度计划性

总部
性备货 性备货 备货

注：代理商计划订单限制次数，享受 SO 价格；临时订单不限制次数，为 EO 价格；

中心库计划订单限制次数；临时订单仅限质保，不限制次数；
中心库区域代理商只能向中心库下达订单，非中心库区域代理商直接向总部下达订单。

Page 30
 3.4 Warranty Parts 质保配件 Local ZL provide spare
N Apply for warranty
supply parts free of
parts from ZL 向中
availability charge 中联免费供
联申请发运
当地采购 应
N Y Local
purchasing
当地采购
Whether
Non-high-frequency in dealer’s
Parts 非高频配件 stock 代理商库存 Y

Warranty
Parts

Submit Warranty
Replace the
Whether Claim together with
High-Frequency Y defective parts
in dealer’s with new one
the “TSI” in
Parts 高频配件 ZOOMLINK
stock 代理商 更换
在系统申请索赔
库存
N Purchase the Reimburse
parts from ZL
in
at the EO price
向中联采购 monetary

Page 31
3.5 Warranty Parts Settlement 质保配件结算

δ ＞1
• Customs, port charges 关税、港杂费
Parts Settlement Price= SO Price × Coefficient δ • Inland transportation fees 内陆运输费
结算价格＝ SO 价 × 系数
• Costs of parts management 配件管理费
• Profit margins. 利润空间
 Warranty parts expenses will be settled quarterly.
 费用季度结算

Page 32
Thank you.