Hsiao-Jen Cheng
+7 years of work experience as account manager and project manager for technical support in consumer electronics and information communication technology. Good at B2B and B2C customer service and success with brand thinking for product and project issues. Specialist in team communication, technical troubleshooting, issue verification, vendor management, new product introduction, and coaching for product service, etc.
Taipei City, Taiwan
Work Experience
Project Manager Technical Support
BenQ Corporation • June 2019 - Present
Providing suggestion for technical and product issue and managing after-sale service operation to and for regional offices for B2B and B2C consumers. Excellence in customer success and service with brand thinking. Specialist in issue verification, flowchart design for troubleshooting, team communication, and FAQ and articles writing for customer communication, etc.
- On-site technical support for 20 days in Dubai, UAE for a key B2B project in 2019
- Vendor management for technical solution to product issue reported form the market
- Project leader for user experience project and design for service for key B2C products
- Reducing communication cost to 2 working day for product issue through troubleshooting flowchart designed myself
- Generating product FAQ, instruction video, and explanation monthly for market communication
- HQ coach to pre-sale and after-sale team for online chat and social media communication
- HQ trainer to worldwide technical support engineers with up-to-date troubleshooting technic and technic that new products use
- Decision maker for RMA, DOA, and NPI request from regional office
Technical Sales Engineer
ICOP Technology • October 2014 - May 2019
Key accounts management for order inquiry, technical issue, and daily operation for pre- and after-sale service. Specialist in customer service, issue verification and troubleshooting, and document writing for product user manual, issue troubleshooting and product design, etc.
- Revenue of a key account distributor increased continually at least for 4 years to 905 thousand US dollars
- Attendee and preparation for SPS IPC Drive 2015, Embedded World 2017, Eletronica 2018
- Improved DOA process from 5 to 1 working days and production process to reduce defective rate for open-frame system to 2%
- Won a 10-year project and reduced project schedule from 2,5 years to 2 years for an end customer
- Extended 4 projects life cycle by upgrading customers’ application to new embedded platforms
- Coached new comer for technical sales team
Freelancer Translator
Self-employment • December 2013 - October 2014
Communicated and offered translation, proofreading, polishing service to companies and project owners.
- Subtitle translation for documentary film, Way out: D-Fight (2016)
Project Manager Assistant
PTSGI Group • February 2012 - December 2013
Proofread and polished translated documents and product menu in timely manner; communicated translated style, voice, and tone with translator and project managers for market feedback.
- Completed a 50,000-word polishing project in 7 workings days with project manager
- Main proofreader and polished for translation projects under time pressure
Education
Fu Jen Catholic University
English Language and Literature • 2010 - 2014
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Oriental Institute of Technology 亞東技術學院
Communication Engineering • 2003 - 2008
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Skills
- Relationship Building
- Account Management
- Technical Writing
- International Business
- Problem Solving
- Customer Support
- Team Work
- Cross-functional Team Building and Collaboration
- Team Coordination
- Product Service
Languages
- English — Fluent
- Chinese — Native or Bilingual
