Sr. Service Readiness Specialist

Lenovo •  Jun 2022 - Present

As a Service Readiness to monitor server/storage/software NPI service related working list needed to ready before prodcut launch.

• Seat in project team as a service focal and provide key informaiton to service support team to determine warranty cost and impact of issues on service. 
• Working with internal stateholders (Project manager, Devlopment, Marketing, Supply Chain, Finance and Quality team) closely to ensure issue impact on service will be resolved and not gateing launch schedule. 
• Compare responsible product design with predecessor, analyzing its highlight and lowlight in terms of part replacement, service cost saving and problem determination perspective. Suggest improvement to Development team and enlist helpfule resources on service effectiveness. 
• Be a coordinator between service support team and project team to coordinate work items will on the same page and track issues for resolution.  
• Monitor service spare parts status and working with planning/fulfilment and procurement team to ensure spare parts will ready in Worldwide HUB before product launch. 
• Review product information (including user manual, farmware code, prodcut support webpage, repair engineer/repair centre training course) need to ready and publish on product launch date. 
• Summary annual NPI projects data for managment level review.

Logistic Programe Manager

Wipro Ltd  •  Sep 2021 - May 2022

As a Logistic Programe manager to monitor the daily operation (device inbound/outbound, logistics and inventory management, business process maintain and creation, and the coordination with related stakeholder to provide the optimised service and needs to the customer) for developing NB and analyse the weekly, monthly and quarterly operation data to match the SLO/KPI.

• Tracking the APAC team daily activity to ensure the operation process correctly. 
• Collaborate with stakeholder in order to optimise and maintain the operation wisely.
• Create the business process and documentation for operation standard.
• Analyse the operation data for SOL/KPI and present the performance to the customer by weekly/monthly/quarterly.
• Provide to the analysis data and report to the customer based on requirement.

Global Service Manager

ASUSTeK Computer Inc  •  Oct 2019 - 2021 Sep

As a Global Service manager (GSM) establish product service policy and cost optimisation to server, wireless and ODD/Accessories. Besides, I am closely aligned with the business units/sales to concentrated support business prosperity.

1. Lead 4-5 team members to achieve the right service road map and strategy with reasonable cost.
2. Coordinate with the cross function team to ensure project and policy will be on schedule.
3. Perform regularly service cost variance analysis to reduce the risk and abnormal.
4. Collaborate with the cross function team and provide the management leadership to optimised cost and process by introducing wise CRM, repair material end-to-end planning improvement, product quality and technical problem-solving.
5. Plan and execute a strong service model and be a cost expert to provide a suitable service policy/solution.

Achievements

1. Improve current service level limitation for server product to promote pan-EMEA or cross counties/international service and on-site services applying to key region such as TW, US, EU.
2. Establish centralise repair for wireless product to decreases 0.05% of service cost in CN.
3. Doing benchmark for OMAP(Chassis, HDD) and accessories (mouse, keyboards, headset, chair…) to provide the best policy then establish an appropriate service for end users under acceptable cost.