Experience

XYZprinting

• Taiwan
• Computers and Electronics Manufacturing
• 1 - 100 Employee

• Senior Field Application Engineer

  • Jun 2019 - Present

  XYZ Printing Inc. was established in 2013 as a joint venture between Kinpo Electronics and Tai Kinpo Electronics, focusing on self-developed, designed, and manufactured 3D printers using various forming technologies, such as FDM, Binder Jetting, SLS, etc. During my tenure at XYZ printing, my main responsibilities included: • NPI Project - Before Development：Proposing DFS (Design for Service) based on past user experience and major maintenance cases. - Development Phase/Pre-launch：Producing technical/training documents (e.g., Service Manual, Repair WI/Video, etc.) and conducting education and training for global repair centers and dealers before launch. At the same time, allocating global repair parts to meet future after-sales service needs. - After Launch： Providing ongoing technical support and frequently traveling to global dealers or end customers for installation, troubleshooting, or product training. • Global Service Management - Providing technical support and personnel management for overseas subsidiaries in the US, EU, CN, JP…etc. to achieve annual KPI goals (Ticket/RMA average closing days, customer satisfaction). • Service Business Development - Integrating overseas subsidiary resources such as customer service, warehousing, and logistics, and developing service business externally. - Successfully establishing product after-sales service and warehousing center business for a Taiwan equipment manufacturer in the US. Show less



Innodisk Corporation

• Taiwan
• Computer Hardware Manufacturing
• 100 - 200 Employee

• Field Application Engineer

  • Jun 2017 - Mar 2019

  • Responsible for the region of Europe customer’s product quality control and handle the customer complaint issue. • Duplicate problem and cooperate with RD to fix issues • DOA/RMA failure analysis and 8D report provided. • Coordinate the internal dept. to improve the component/product quality. • Assist overseas FAEs in troubleshooting difficult or time-sensitive problems • Debug, trouble shooting and technical documents issued and training arrangement for overseas FAEs Show less



Lanner Electronics Inc.

• Taiwan
• Computer Hardware Manufacturing
• 200 - 300 Employee

• Fulfillment Planner

  • Sep 2013 - Jun 2017

  We built Taiwan hub to pass QC, RMA and logistics audit from the top 1 customer in Israel and became a full function hub in 4 months, 2013. After that, we won hub rating “EXCELLENT” in 12 of 15 QBR from the customer who reported that worldwide hubs are one of Lanner's key strengths. 1. Order Administration: • Order acknowledgement, validation/integrity check of order (internal/external customers); ensuring amendments to orders are actioned immediately. • Pass customer’s irregular audit for each operation of QA, RMA and logistic. • Fulfil customer’s daily orders within 1-2 days. Achievement rate more than 96%. • Monitor order status, communicating any issues to customers. 2. Inventory Management: • Manage inventory warehousing disbursements; document and set stocking levels; perform cycle counts and physical inventory audits; perform warehouse shipping and receiving; and demonstrate responsibility for material handling. 3. QA and RMA: • Release installation or test operating manual to overseas hubs. • Reviewing procedures and quality documents • Monitor RMA Level 1、2 repair and refurbish procedures within requested TAT 4. Management and Training US Hub • Lead US Hub team to fulfil customer’s orders in US for 2 quarters and won top rated from customer. • Responsible for local staffs training and the department's normal operations Show less



A-Touch Technologies Co., Ltd

• Taipei City, Taiwan

• FAE (Field Application Engineer)

  • Sep 2011 - Aug 2013

  1. Customer Complaints Handling • Handling customer complaints and coordinate the internal dept. to improve the product quality. • DOA/RMA failure analysis and 8D/FA report provided. • RMA Procedure Management and meet the turnaround time (TAT) targets. • Providing direct technical support to customers in pre-sale stage and after-sales service. 2. Brand Management: • Planning international and domestic exhibition, making advertisement/paper sheet to promote product. • Support marketing events. Show less