Christopher Chang Email & Phone Number

Kuala Lumpur, Malaysia

SAP Fieldglass is a cloud-based, open vendor management system (VMS) that helps organizations find, engage and manage their external workforce and services procurement resources – from temporary staff to Statement of Work-based consultants to freelance workers, gig workers, contractors and more.

Kuala Lumpur, Malaysia

Kuala Lumpur, Malaysia

1. Managing and leading the APJ All-Star team of 25 Technical Support Engineers & 3 senior Regional Support Managers (ANZ, SEA and JP) to provide the best in class customer support & service program here in the APJ region.2. Maintain operational excellence demonstrated by CSAT metrics (90+ %) ratings across all products and support regions (ANZ, SEA & JP).3. Executing tactical plans and initiatives that exceed customer expectations via phone, email and web - resulting in increased customer satisfaction, sales & maintenance renewal.4. Collaboration with different World Wide Cross Functional team to drive critical Project and Post Implementation issues to resolution.5. Damage control (active) engagement with the APJ Sales and Professional Services organization(s) in salvaging stale or cost over-run projects.6. Successfully implemented new Automated Call Distribution (ACD) phone system with IT, improving performance, reporting and overall customer experience.7. Championed Kofax APJ 24x7 support through Follow The Sun Support model.8. Implemented Product Support SWAT team (Subject Matter Expert) to target specific high profile Enterprise customer account.9. Collaboration with Product and Engineering to provide the voice of the customer, identify the types of issues that generate the most support volume, and evolve the product to eliminate the highest support volume generators.10. Build reports and dashboards to share visibility around support ticket volume with the primary objective to monitor potential escalation in the making.11. Succession planning, hiring to budget, training and coaching practices12. Appointed as the Local Director and Location Manager for Kofax Malaysia to oversee the facility day-to-day operations.13. Cross-functional corporate initiatives - Lead and drive the Company team building events, Get along luncheons or dinners for different cultural festivals celebration here in Malaysia.14. Ad hoc duties deemed necessary.

Management of KOFAX Asia Regional Support Team - Defining job descriptions/ responsibilities for Technical Support Engineers.- Defining job assessment measurements and deliverables for Technical Support Engineers.- Motivation and management of the Regional Support team to ensure support services are provided based on Annual Upgrade Assurance (AUA), Service Level Agreement (SLA) or as per contracts with customers/partners.- Arranging product and support training for new Technical Support Engineer.Working with Regional Sales and Project Teams- Support Handover/ transition after project implementation.- Preparation of AUA account specifications for Sales Team.- Participation in SLA meetings with customers.Regional Support Services- Managing resources, tools and support task assignments. - Monitoring and ensuring quality control of support services provided.- Defining support and escalation processes.- Ensuring compliance towards KOFAX’s escalation processes. - Conducting weekly meetings with the team to discuss outstanding issues, open calls/ cases and unresolved incidents.- Management Report preparation on unresolved incidents which exceeded the 3-day threshold.- Working closely with the Global Support and Engineering Teams in the U.S. and Europe region.Reporting and Procedure/Process Compliance- Working with PMO (Project Management Office) to ensure project and support compliance.- Bi-weekly and monthly status support reports submission to the Vice President of Global Technical Support.- Support monthly report submission to the APJ Sales TeamsDepartmental Training and Certification - Participation and contribution towards team members’ Product suite certification and examination.

Summary.1. Managed an All-Star team of 4 brilliant support engineers to provide professional product support & services to the Australia New Zealand (ANZ) region. 2. Introduced the Australia support shift hours - local business hour support (from 8:30am to 5:30pm Australia time) where the team have to report in to work as early as 6am (GMT + 8 Malaysia time) to better support the Australia market.3. Greater China Region (GCR) support coverage - Provided Tier 2 support services to 3 important Banking and Financial services companies in China namely: - Citic-Prudential Life insurance company ltd.- Bank Of China - China Construction Bank (CCB)Others.1. Coordinating support resources in order to fulfill support guidelines, as well as to meet needs and requirements of internal and external customers.2. Coordination of 3rd party product support (e.g. Kodak, Fujitsu, HP), system integrators and end-users.3. Establishing and maintaining a reporting structure for the team.4. Ensuring consistency in support replies (i.e. language and terms used).5. Ensuring that support/maintenance contracts are fulfilled in terms of response time and service level.6. Ensuring an escalation procedure is in place and is adhered to.7. Ensuring that extended support hours (e.g. during public holidays) are provided.8. Ensuring that reports, emails, chat, and Webex sessions are correctly achieved and monitored.9. Ensuring the support team has the necessary software, hardware and tools in order to fulfill the support requirements.10. Ensuring sufficient training for the support team.11. Proposing support guidelines for products (i.e. level of support, response times etc.)12. Proposing changes and enhancement of the support infrastructure, organization etc.13. Cultivating and maintaining a creative, enterprising, proactive and positive team spirit within the support team.14. Further Management-related tasks as and when added to the job responsibility or assigned.

Kuala Lumpur, Malaysia

Summary 1. Hired by DICOM Asia to manage the scanner support & maintenance business. The Scanner distribution business was blooming back then. 2. Led the scanner installation, training, support and maintenance services. 3. Dealt mainly with Fujitsu, Kodak (Bell & Howell) and HP scanners. 4. Exceptional professional business relationships with Fujitsu, Kodak and HP partners .Work Experience in DICOM Malaysia (now known as KOFAX Malaysia - www.kofax.com)1. Highly experience in the area of capturing and storage project implementations. 2. Primary responsible for DICOM Malaysia hardware and software supports, set-ups, trouble shooting and customer queries. 3. Fundamentally supports all of DICOM Malaysia’s clientele and has diversified hands-on experience in broad areas of hardware and software maintenance.4. Various involvements in the implementation of DICOM Malaysia’s projects.5. Proficiency in supporting all capturing and storage ventures.6. Provide Regional Support services to countries listed below:i. Asian Region - Singapore, Philippines, Indonesia, Great China Region, Vietnam, Australia ii. Europe and USA.Proven Scanner (Fujitsu and Kodak) Service program for:i. Oracle Corporationii. Maxisiii. OSK Securitiesiv. Zurich Insurancev. Malaysia National Reinsurance Berhad (MNRB)vi. K &N Kenangavii. Citibankviii. Angkasapuriix. UOBx. Persoft TechnologyImplementation Experiences.Intelligent Document Imaging & Capturing Projects:i. Bank Negara Malaysia (BNM)ii. Perbadanan Hak Intelek Malaysia (PHIM)iii. DSM-Roche (Nutrional Industry Company in Singapore)iv. DHL Malaysiav. RHB Card Centrevi. Jabatan Jurukur vii. Telekom Malaysia (with IBM)viii. Unilveverix. Prudentialx. Malaysia National Reinsurance Berhad (MNRB)xi. HSBCxii. Singapore Management University (SMU)xiii. Singapore National Computer Services (NCS)