Singapore
Systems and process oriented professional with strong customer focus and drive for excellence in customer support operations, experienced in best-in-class business culture of globally leading brands. In-depth technical awareness of products and first-rate analytical ability to resolve product issues, enhance product integrity and application coverage, and address customer concerns, while ensuring highest standards of service and customer satisfaction. Continually seek out improvement opportunities in product, technical service support, and business process to take service level and customer experience to next level. Technically thorough and seasoned industry expert to provide all round technical support to aftermarket operations across diverse geographies. • Deft at managing strategy and operations of the aftermarket technical support organization with sole accountability of customer care, technical service, service cost & quality, product performance and customer satisfaction • Champion implementation, management and improvement of systems, business process and SOPs within the technical service organization; while ensuring adherence to company policies and standards, and maximizing productivity & efficiency • Excellent ability to analyze effectiveness of customer-oriented operations, customer feedback, and design & implement tactical initiatives to bring about positive improvements in customer experience • Experienced in business capability building in terms of facilities, systems, tools & HR development; enhancing operating efficiency and organizational productivity to establish excellence in operations spurring all round growth • Hands on leadership experience sales support via service recovery programs, product health improvements, application studies, delivery of repair options to customers, Quality programs management, New Products’ Performance field-follows, team and dealer competency building • Strong team player leading by example, steering tasks to desired results under defined deadlines, managing team performance through coaching/mentoring/training/problem solving/interpersonal interventions, efficiently expediting business interfaces and dependencies to remain on track, and creating a culture of best practices and holistic approach to business
• To oversee and spearhead Parts & Service team to improve service quality, build customer value and improve customer retention via service existing accounts and prospecting of new accounts, cultivate and maintain customer relations, develops plans to expand sales and clientele base, and, attend meetings and monitor work progress • To oversee the day-to-day operations of the department, increase volume and market share of equipment and parts business align with department’s business plan and forecast • Maintain strong relationship with principle to address Product Health Issue. • To allocate and prioritize resources to sustain competitive advantage and build customer loyalty • Carry out counter-measures to minimize machine breakdown and improve the machine availability by optimizing Telematics features & data as a proactive service mind set to gain aftermarket incremental revenue • To provide technical support, attend to breakdown complaints; troubleshoot and diagnose complex and critical technical issues • To ensure frontline staffs handle customer’ enquiries and complaints promptly and to consistently maintain high standards in service deliverables and meet customers’ expectation • Plan, forecast and monitor preventive and safety parts to ensure availability at all times utilizing telematics data. • Effective people management for better engagement and motivation through learning & coaching initiatives, team building or bonding for the entire team • Feedback product problems and work closely with principle for continuous improvements and resolutions • Work within departmental budget to achieve sales targets couple with market campaigns and programs
• To oversee and spearhead Service team to improve service quality, build customer value and improve customer retention via service existing accounts and prospecting of new accounts, cultivate and maintain customer relations, develops plans to expand sales and clientele base, and, attend meetings and monitor work progress • To oversee the day-to-day operations of the department, increase volume and market share of equipment and parts business align with department’s business plan and forecast • Maintain strong relationship with principle to address Product Health Issue. • To allocate and prioritize resources to sustain competitive advantage and build customer loyalty • Carry out counter-measures to minimize machine breakdown and improve the machine availability by optimizing Telematics features & data as a proactive service mind set to gain aftermarket incremental revenue • To provide technical support, attend to breakdown complaints; troubleshoot and diagnose complex and critical technical issues • To ensure frontline staffs handle customer’ enquiries and complaints promptly and to consistently maintain high standards in service deliverables and meet customers’ expectation • Plan, forecast and monitor preventive and safety parts to ensure availability at all times utilizing telematics data. • Effective people management for better engagement and motivation through learning & coaching initiatives, team building or bonding for the entire team • Feedback product problems and work closely with principle for continuous improvements and resolutions • Work within departmental budget to achieve sales targets couple with campaigns and market programs. • Provide technical support to field service team and customers feedback
• Assess & recommend facility requirements, optimum manpower & equipment in anticipation of business requirement • Spearhead Workshop in planning day-to-day operations targeted to meet a turnaround time and exigencies • Seek opportunities in improvement of operational systems, processes & policies in support of organizations mission, specifically, supporting better management reporting and information flow & management • Define operational parameters & ensure strict adherence to them for achieving highest levels of operational efficiency • Prepare budgets for all maintenance and repair activities and administer/control expenses for budgets compliance or saving • Create & sustain dynamic environment that fosters development opportunities and augur performance of team members • Build technical awareness and maintenance/repair execution capability of team to maintain or sustain service standards • Support staff in resolving product complaints and provide appropriate coaching and mentoring • Establish and schedule internal workshop focusing programs for preventive and continuous product improvements • Work jointly with relevant dealers and OEMs on commercial and technical clarifications on scope of equipment supplies to meet specifications and site application requirements, as well as to address product problems with permanent solutions • Negotiate and finalize R&M contracts with equipment Dealers and OEMs • Develop workshop indicators with standard jobs to meet workshop repair standards and consistency • Develop and implement workshop flow and repair procedures to meet workplace safety requirement • Promote and implement contamination control best practices in workplace environment • Consolidate spare parts for all equipment fleets periodically for bulk purchase and maintain optimum inventory
• Work with Parts Marketing Consultants on Standard Jobs and Repair Options to proliferate marketing offerings • Support Field Service Operations Representative to conduct Basic Training for Service Managers (BTSM) of dealers to improve service management flow • Support Field Service Operations Representative on Dealer Facility Planning on new facility and facility expansion • Conduct training for dealers on Capability and Capacity (Cap & Cap) Planning on a 5 year cycle • Host Service Excellence Conference overseas for all SEA dealers’ service managers • Manage Contamination Control certification for dealer’s facilities • Work as Subject Matter Expert (SME) on 6-Sigma • Conducted periodic regional dealers service performance review via prescribed service excellence indicators with prioritized actions plan
• Provide Technical support in Southeast & Northeast dealership regions with more than 10 provinces including Korea • Enable dealers to close work orders through effective administration of Warranty and Goodwill • Support sales via service recovery campaign to assist dealer to accelerate machine sales for quick turnaround on cash-flow • Support Product Group on New Products and Components field, and follow up jointly with dealer and customers to assure product reliability before market introduction • Visit customers regularly to gather Voice of Customers (VOC) with dealers for Product Continuous Improvement • Address Top 10 Product Health Problems jointly with Product Group, Dealer & Customers to minimize commercial impact • Develop a machine recovery campaign in Korea jointly with dealer to re-gain customers’ confidence on specific machine model
• Mine and analyze data on regional machine performance to help develop service strategy • Champion Partner-In-Quality (PIQ) program to conduct training for dealers on the process to feedback on early hours defects • Work with Service Engineering team to consolidate regional Top 10 Product Health Problems monthly • Present monthly regional Product Health Problems summary to management during monthly round-table
• Worked with Sales & Application team to establish Full Maintenance Contract (FMC) on fleet deals in mining segment. • Conduct Customer Satisfaction Survey jointly with distributors to capture customers’ voice. • Warranty administration. • Field assembly planning and BOM preparation for fleet erections at customer’s jobsite. • Machines commissioning and delivery after Pre-Delivery Inspection (PDI). • Conduct basic operators and maintenance crews on machine’s work around inspection after delivery.
• Customer support mainly in mining segment. • Machine’s conditions assessment and parts recommendation for machine rehabilitations. • Warranty administration. • Machine delivery to end users includes erections, commissioning and final inspection.