 Responsible for Beijing products’ Care concept creation, care solution readiness and in market support. Define and ramp up care project working mode. Collaborate with RD program members, supply chain operation team and manufactory to set up the working process for care solution creation and implementation. Cooperate with customer care functions to set up care business mode for new products from different manufactories or sell in different regions.  Ensure care requirements are fulfilled and support solutions are delivered on time in order to support the product in all care channel.  Estimate warranty cost for business analysis. Simulate warranty cost for different care concept caparison. Drive warranty cost reduction activity during product lifecycle to meet business target. Collect and analyze field feedback and actual warranty cost. Bring customer voice to RD and manufactory to continually improve product pre- & post-launch.  Coordinate escalation issues from care channel to mitigate negative impact to customers/consumers. Evaluate care solution implementation status and deliverables quality. Refer to the assessment result to utilize care policy and solution.

As one of RD program sub function, Care project manager is responsible for ensuring care readiness and post launch support where applicable in all relevant care channels for devices, gears and services. Care Readiness works in seamless co-operation across all other Care functions and Devices and Services entities. The responsibility covers Care Concept creation and ramp up of services readiness as per support perspective for development, delivery and maintenance.In this role, I am responsible Responsible for ensuring Care requirements are fulfilled and support items are delivered on time in order to successfully support the product and services in all Care Channels. Estimate product warranty cost and target setting, drive warranty cost reduction to meet program business target. Representing consumer and act as the "Voice of the Customer" to liaison between the R&D Programs and Care functions by facilitating closed-loop communication, collaboration and feedback. Orchestrating and coordinating care preparation projects- engaging with all the parties involved in Care activities and ensure care readiness & deliverables through E2E lifecycle. Coordinating post launch support activities and following through with escalated cases and consumer reported issues

In this role, I am responsible for ensuring product care readiness and post launch support where applicable in all relevant care channels for devices, gears and services. I work in seamless co-operation across all other Care functions and Devices and Services entities. My responsibility covers Care Concept creation and ramp up of services readiness as per support perspective for development, delivery and maintenance. Identify Consumer/Operator Use Cases for Solutions & verify appropriate issues handling. Creating care concept for new product by doing product concept analysis and cost anlysis. Ensuring Care requirements are fulfilled and support items are delivered on time in order to successfully support the product and services in all Care Channels. Estimate product warranty cost and target setting, drive warranty cost reduction to meet program business target. Representing consumer and act as the "Voice of the Customer" to liaison between the R&D Programs and Care functions by facilitating closed-loop communication, collaboration and feedback. Orchestrating and coordinating care preparation projects- engaging with all the parties involved in Care activities and ensure care readiness & deliverables through E2E lifecycle. Coordinating post launch support activities and following through with escalated cases and consumer reported issues

 Working in R&D mobile phone development project to prepare and optimize product service process. Manage CS project team to ensure timely and cost effective deliverables, make all service solution ready before new product launched to market. The key deliverables include HW and SW repair solution, service parts preparation and product support solution. Escalate all types of issues that may jeopardize product performance to project. Work with project team to avoid design solution that is not suitable for service and improve product quality.  Make warranty cost estimation for project and co-operate cost reduction plan. Deliver service plan to region customer service functions.  Receive service channel’s requirement and feedback, interact them in project to give good support.

 Take charge of China Consumer Advisory Service department. Ensure all consumer and customer contacts of complaints /inquiry /suggestion/praise be responded professionally and timely. Maintaining consumer/customer satisfaction and delighting them with high quality service, building and rebuilding business relationship which promotes brand reputation and loyalty.  Monitor contacts trend regularly and follow up key complaints status, alert crisis and coordinate the handling process with the direction of company crisis management committee. Keep good communication with quality, R&D, sales, PR, legal, marketing or government department, coordinate the managers’ effort to do service and quality improvement. Effect Database/Website/Telephone system; ensure all advisory information and data safe and accurate, and all CAS reports are provided to relating department on time. Continually improve CAS team performance and effectiveness by KPI measurement and training mechanism to meet the business development. Conduct service satisfaction survey, and use the result to monitor and improve service quality.  Control service operation cost, improve operation productivity. Training Sales and relating colleagues for service process and skill.

 Take charge of After-sales Service department. As the first member of the department, totally responsible for working mode defining, team set up and operational process construction to support mobile phone sales business over the country.  Manage customer service team over the country to fulfill service solution and policy.  Manage service network, make strict assessment and audit system to track and improve the third partner’s service quality, and claim service fee for them.  Work with R&D and manufactory to prepare service process and solution for new product and deliver the relating information to service network. Conduct proper parts purchase and management process to maintain good parts turnover rate for regional repair centre, and keep proper inventory to reduce cost.  Provide technical support to region’s service center and sales agency. Track field product quality status, handle quality crisis, and feed back to quality, R&D and production team to do quality improvement.  Do service cost analysis and control, allocate service resources during product lifecycle time. Proactive communication with internal and external interface to serve customer well and maintain high satisfaction.

 Responsible for customer service of overseas OEM products.  Handle serious customer complaint and quality crisis.  RMA process handling.  Set up and keep good communication with customer and collect their feedback to maintain high customer satisfaction.  Highlight main quality problems of customer and work with factory to do defects analysis and quality improvement.  Champion customer service preparation for new product that is launched in China, including: Arranging user trail, technical training to China CS team, service parts preparation, field quality tracking and improvement process, high level repair process coordination.