Singapore
- Leading a team of five employees to handle customer claim in achieving company’s target for zero claim; - Being key liaison in certification audit for major customer (GM BIQS); - Responsible for solving internal and external quality issue to increase operational efficiency; and - Providing support for internal and external audit such as IQA, ISO 9001 and IATF 16949.
Customer Support & Application Expertise - Provide technical consultation and product recommendations to customers across industries such as biomedical research, semiconductor, pharmaceutical, and industrial manufacturing. - Conduct on-site application evaluations, system installations, and commissioning to ensure customer readiness and optimal performance. - Troubleshoot hardware and software issues, delivering timely resolutions to minimize system downtime. Training & Demonstrations - Lead product demonstrations, hands-on training, and workshops for end-users, distributors, and internal teams. - Translate complex technical information into user-friendly content for presentations, manuals, and service reports. Cross-Functional Collaboration - Work closely with R&D, sales, and product management teams to relay customer feedback, propose improvements, and support new product rollouts. - Participate in lab testing and validation studies to ensure application compatibility and performance reliability. Service & Project Execution - Support field service activities including preventive maintenance, calibration, and system upgrades. - Assist in project planning for customer deployments, ensuring compliance with safety standards and industry regulations. Key Achievements - Improved customer satisfaction scores by delivering responsive technical support and reducing resolution times. - Recognized by management for strong application knowledge and customer relationship management.
- Customer Liaison & Representation: Served as the primary company representative for all customer-facing quality matters, including complaint resolution, technical requests, and facilitating comprehensive customer audits. - Quality Program Management: Spearheaded product quality initiatives by driving continuous improvement, performing in-depth failure analysis, and identifying root causes in collaboration with cross-functional operations teams. - Quality Assurance & Compliance: Ensured all products and services were "fit for purpose" and consistently met internal standards, customer specifications, and legal/regulatory requirements. - Cross-Functional Synergy: Maintained robust working relationships and streamlined communication channels across all departments to ensure high-speed feedback loops and operational alignment. - Corrective Action Oversight: Managed the 8D reporting process, ensuring all corrective actions were effectively closed, validated, and documented within stipulated timelines to prevent recurrence.
- Project Lead for BIQS Certification: Spearheaded the plant’s transition to GM’s Built-In Quality Supply (BIQS) standards; successfully implemented and maintained all 29 elements. - Continuous Improvement Driver: Championed BIQS as a framework for factory-wide improvement, overseeing Layered Process Audits (LPA), Fast Response systems, and Bypass management etc. - Cross-Functional Expert: Served as the primary Point of Contact (PIC) for BIQS, coordinating across departments to ensure compliance in PFMEA, GR&R, TPM, and Preventive/Predictive Maintenance. - Team Leadership & Claims Management: Led a 5-member Quality team managing customer complaints, including line and warranty claims. - Problem Solving & Compliance: Delivered robust 5P and 8D root cause analyses within strict deadlines; analyzed defective returns to implement and verify effective countermeasures. - Quality Operations Oversight: Monitored Quality Operations to ensure 100% process compliance prior to product release; drove the timely closure of plant-wide non-conformance investigations. - Internal Quality Auditor (IQA): Performed rigorous internal audits to prepare for 3rd-party (SGX) certifications, resulting in successful ISO 9001 and IATF 16949 compliance.