Bin He Email & Phone Number

Shanghai City, China

Leading material planning process and tools re-engineering at global level and regional level.

Shanghai City, China

Streamline and optimize Shanghai global part planning center operation process and tools, re-engineer planning IT system, thus to improve spare parts planning efficiency and effectiveness.

Shanghai City, China

Lead Service Deliver team to deliver high quality call center and break-fix service to customer. (direct report – 7 managers with 70+ employees, includes Service Network team, Service Marcom team, Call Center)

Shanghai City, China

Established automated service case/warranty entitlement/spare parts consumtion system to support service delivery operations. Established Electronic Support organization, process and system. Set up HP commercial support web portal which contains “Customer Registration”, “Customer Asset Management”, “Customer Self Service”, “Customer Request HP Service”, “Knowledgebase”, “HP Service Partner Portal”, “HP Sell Service Contract”, “Internal Operation Portal” etc. Today, half of the HP commercial service request and cases are handled through e-support team and platform. The monthly customer visit volume is more then a million.

Shanghai City, China

Manage all service departments’ operation process and link them together, to build a seamless end-to-end customer support operation process and value chain, make sure HP deliver a whole product (solution) to customers. Today these processes are supporting more than 10 departments with 200 HP employees, over 200 service partners with thousands of engineers to provide highest quality and lowest cost service to HP customers.

Shanghai City, China

Lead a team to regularly (daily) call customer for satisfaction survey, and handle inbound customer complain/feedback calls. Make sure the complain case is under tracking and eventually solved. Lead another team that monitor and control over 200 service partners’ quality and behavior, perform an annual audit and regular onsite checking and other special programs, make sure service partner’s operation is align HP business standard and quality.Lead a project team to establish ASC inventory management process and system, enable HP to put spare parts in over 30 service partner’s site, manage and control these parts with hp standard procedure. It also works with several HP central warehouses and service operation system, becomes the most efficient spare parts distribution mechanism. Make sure customer will get the repair parts by the shortest and quickest way.

Shanghai City, China

Manage HP Service Center – an HP service site inside HP office building that provide break & fix service to HP customer. HP customer can either bring their broken product to the service center, or call HP for an onsite service. Design and establish customer service operation IT system.

Shanghai City, China

Support all range of HP commercial product, such as: PC, Server, Inkjet Printer, LaserJet Printer, Plotter etc.