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Full Process of Logistics, Installation, and After-sales Service for Environmental Protection Equipment Enterprises in the Foreign Trade Field
- Verify logistics clauses in the foreign trade contract (Incoterms 2020, such as FOB/CIF/DAP), delivery date, destination port/address, and tariff bearer.
- Confirm that the equipment meets the environmental and safety certifications of the importing country (e.g., EU CE, US UL, Southeast Asian ASEAN certifications) and prepare copies of certification documents in advance.
- Package in accordance with international transportation standards: use moisture-proof, rust-proof, and shock-resistant materials (such as fumigated wooden pallets, buffer foam). For large equipment, adopt split packaging and mark split numbers.
- Outer box marking: clearly indicate equipment name, model, weight, volume, port of departure/destination, consignee information, and internationally recognized warning signs (ISO standards) such as "Fragile", "Moisture-Proof", and "Keep Upright".
- Transportation method: Choose based on equipment volume/weight (full container load FCL/less than container load LCL for sea freight, air freight, multimodal transport) and delivery time requirements. Prioritize cooperating with freight forwarders experienced in environmental protection equipment transportation (familiar with customs clearance processes for large machinery).
- Confirmation with freight forwarder and shipping company: Book shipping space, clarify transportation time limit and freight composition (including port fees, insurance fees), sign transportation agreements, and purchase cargo insurance (covering risks of equipment damage and loss).
- Required documents: Commercial invoice, packing list, bill of lading (copy of the bill of lading must be consistent with the information confirmed by the consignee), customs declaration form, certificate of origin (CO/FTA, for tariff reduction in the importing country), equipment certification documents, and fumigation certificate for wooden packaging (if applicable).
- Document review: Ensure consistency of all document information (equipment model, quantity, amount match the contract) to avoid customs clearance delays.
- Arrange domestic logistics (land transport/inland waterway transport) to deliver the equipment to the port of departure. Supervise the loading process to ensure the equipment is securely fixed and prevent displacement damage during transportation.
- The freight forwarder assists in completing export customs clearance. After obtaining the release note, the equipment is loaded onto the vessel/aircraft, and the shipping company/airline issues the official bill of lading.
- Send customs clearance documents to the consignee or local agent in advance, assist in connecting with the customs of the importing country, and answer customs inquiries (such as equipment purpose and technical parameters).
- Handle customs clearance abnormalities: In case of customs inspection, provide supplementary documents (such as equipment technical specifications, test reports) and coordinate communication between the freight forwarder and customs.
- After customs clearance, the freight forwarder or local agent arranges pickup. Select land transport/local intermodal transport according to the destination address to deliver the equipment to the customer's designated site.
- After delivery, jointly check the equipment's appearance, quantity, and completeness of accessories with the customer, and sign the Goods Receipt Confirmation Form.
- Communicate with the customer 1-2 weeks in advance: Send the equipment installation manual (Chinese-English bilingual) and installation condition requirements (such as site dimensions, power parameters, load-bearing capacity, ventilation conditions).
- Conduct on-site surveys remotely or by dispatching technical personnel to confirm that the site meets installation requirements and formulate a personalized installation plan (including installation process, construction period, and personnel allocation).
- Dispatch an installation team: Team members must have cross-border work qualifications (visa, passport), be familiar with the labor laws and regulations of the importing country (such as working hours, safety requirements), and receive language training (English/local language) in advance.
- Tools and spare parts: Carry special installation tools (adapted to local voltage standards) and wearable spare parts (such as seals, fasteners). Ensure spare parts match the equipment model and have passed compliance certifications of the importing country.
- The installation team studies the safety specifications of the importing country (such as EU OSHA, US EPA standards) and receives pre-job training on on-site safe operations (such as high-altitude operations, electrical installation).
- Explain safety precautions during the installation process to the on-site person in charge of the customer and clarify the collaborative responsibilities of both parties.
- Split the equipment according to the installation plan and place it in order. Assemble strictly in accordance with the technical manual to ensure tight connections and good sealing (such as pipeline connection and filter bag installation of dust removal equipment).
- Conduct electrical wiring and pipeline connection simultaneously. Verify that the power supply voltage and interface specifications are consistent with the equipment requirements to avoid wiring errors.
- Pre-power-on inspection: Confirm correct equipment installation and in-place safety protection measures (such as emergency stop button, grounding device).
- Phased commissioning: No-load operation test (equipment operation stability, noise, vibration) → load test (simulate actual working conditions to test processing efficiency, energy consumption, emission standards) and record commissioning data.
- Problem rectification: If the test fails, promptly troubleshoot (such as pipeline air leakage, incorrect parameter settings) until the equipment meets the environmental standards of the importing country and contractually agreed indicators.
- Conduct acceptance with the customer in accordance with contract terms and importing country standards, and provide supporting materials such as commissioning reports, test data, and equipment operation videos.
- After the customer confirms that the equipment operates normally, sign the Installation Acceptance Certificate and clarify the acceptance date.
- Provide on-site training to customer operators: Including equipment start-stop, parameter adjustment, daily inspection, and simple troubleshooting (such as filter bag replacement, ash cleaning system maintenance), and issue Chinese-English bilingual operation manuals.
- Answer customer questions to ensure operators have independent operation capabilities.
- Hand over complete technical documents: Installation acceptance report, commissioning data, operation manual, spare parts list, and copies of equipment certification documents. Both parties sign the Document Handover List.
- Establish cross-border after-sales hotlines (telephone, email, WhatsApp/Teams) and assign bilingual technical engineers to ensure customer inquiries are responded to within 1 hour and solutions are provided within 4 hours.
- Remote assistance: Guide customers in troubleshooting simple faults (such as parameter adjustment, component replacement) through video calls, and send fault handling tutorials or technical documents.
- If remote resolution is not possible, commit to dispatching technical personnel to the site within 72 hours for emergency situations (such as equipment shutdown, excessive emissions) (visa and local transportation need to be coordinated in advance).
- Non-emergency situations: Agree on on-site service time with the customer and formulate an itinerary plan to ensure efficient service completion.
- On-site maintenance: After arriving at the site, technical personnel quickly identify the cause of the fault, replace damaged components (prioritize using carried spare parts), and conduct tests after repair to ensure the equipment returns to normal operation.
- Maintenance records: Fill out the After-sales Maintenance Report, record the fault cause, maintenance measures, and replaced component information, and obtain the customer's signature for confirmation.
- Establish overseas spare parts warehouses (for key markets such as Europe and Southeast Asia) to ensure sufficient inventory of commonly used spare parts and control delivery time within 3-7 working days.
- Spare parts ordering process: Customer submits spare parts demand → Confirm model and price → Sign spare parts supply contract → International courier/logistics delivery → Provide logistics tracking information and assist with customs clearance.
- Provide annual/semi-annual inspections (remote or on-site) as agreed in the contract, check equipment operation status and wear conditions, and provide maintenance suggestions (such as filter bag replacement, lubricating oil filling).
- Generate inspection reports to remind customers to promptly address potential issues and extend equipment service life.
- Customize personalized maintenance plans for customers, clarify maintenance cycles, content, and costs, and sign long-term maintenance contracts (optional).
- Provide advanced maintenance training services: Conduct regular advanced training for customer maintenance personnel (such as complex troubleshooting, equipment upgrading and transformation).
- Complaint response: Accept complaints within 24 hours, investigate the cause of the problem, propose rectification plans with clear completion time limits, and follow up on the rectification progress until the customer is satisfied.
- Continuous improvement: Regularly collect customer feedback (after-sales service satisfaction, equipment operation suggestions) to optimize product design, installation processes, and after-sales support systems.
