· Leading Service Program Manager team and working as single point of interface into Mobile Business Group customer service readiness for the teams of Global Supply Chain, Sales & R&D.· Being Motorola Service NPI end-to-end process owner.· Driving to achieve services readiness for NPI for better cost and customer experience.· Engaging with the cross-functional teams to review NPI’s estimated warranty cost and expend service offerings to hit the Expense/Revenue target· Drive & share Voice of Customer, advocate customers & service and partner with cross-functional teams for issue handling and case escalation.· End-to-end owner of customer care readiness for products launch and accountable for the smooth operations during the NPI.· Align customer care end-to-end processes globally.· Lead & partner with cross-functional teams to improve the product serviceability throughout the Product Development Process (Design for services, deploy service tool and enhance user experience).· Service program management and E2E engage global teams to ensure Services are ready for new products launch, incl. the readiness of master data (incl. BOM, entitlement data etc), materials/spare parts readiness (incl. planning, procurement & fulfillment), parts engineering (inclu. Quality assurance & specification release), HW&SW technical tools readiness (incl. design for service analysis), Service Center technical support (incl. training & technical documents), Contact Center readiness(incl. training & knowledge base creation), e-Service readiness and Services operations in global countries.

Accountable role for operational development and optimization of project configuation managment in R&D. Ensure program running with high quality. • Resource management incl. resource planning, target setting, performance review and competence buildup, etc. • Leading to refine process to improve working efficiency and close cooperation with Mobile Phone product programs, Engine Programs, HWM and SW organizations. • Engaging team to provide support in the areas of Information Managment, Product Data Management, Fault management, product & portfolio management; ensure and control data quality; define and refine concept/process in compliance with changes in the practices. • Leading to collect, analyst new tools and metrics requests based on business needs. • Be business representative to lead various project, e.g. Document Management System (DMS) renewal project, PDM replacement project. • Leading new tool pilot deployment work in Mobile Phone R&D as project business responsible. • Engaging team to support and improve Joint R&D product program mode of operation.

• Requirement management support for product programs in Timbox10.4 & Timebox 11.2 , which were scattered in different development phases from CS to PD, and Engine platform (Quantum).• Requirement management process owner to clarify RM process & tool related issues; sync info & issues among different interfaces (RE community, CEX teams, I&D, ect.); Initiated action to drive progress of solving SW requirement related issues and proposed solutions for further improvement, especial for the experience handling in Accept360.• SW quality cross checking and improvement in RM area• Group leader for leading REQ mgt sub-team, collecting REQ manager’s operational issues, sharing expertise and helping other team members to solve REQ related issues/problem.• Owner of requirement documents review (e.g. SoC, SRR, SW BOM, specifications, and so on).• Owner of RM metric tools.• Provided RM training to product SW Beijing.

Local Concept Owner in Documentation Management area. Be responsible for the tools, process support and concept ownership across the S30/S40 products, CEX and Chipset programs. Master and sharing tools & processes knowledge in Product Configuration Management area. Product Configuration Management controller role in Product Programs.• Establishing and implementing rules & procedures for handling documents throughout their lifecycle.• Product Data Management code and configuration controlling.• Providing training of processes & tools.• Single point of contact for program and stream support issues, including issues relating to collaboration, global service providers (e.g. IT, DQD), site specific requirements, etc. • Daily tools and process support.

• Project implementation and coordination. • Develop and implement service schedules, systems and procedures to assure delivery of quality, cost-efficient technical services• Plan, coordinate, and execute hardware, software and network installation, configuration, maintenance, troubleshooting and repair operations for service contract clients. • Diagnose causes of systems failures and malfunctions to ensure highest operating efficiencies, reliability, and quality performance standards. • Respond to emergency situations with sensitivity to deadlines and customer needs.• Analyze client equipment and operations to determine servicing and supply needs. • Monitor and maintain cost-effective inventories of supplies, tools and materials. • Investigate, test, and implement improvements to existing procedures. • Consistently manage time and multiple tasks to meet deadline, established objectives, and quality performance standards. • Foster clear communications and maintain client working relations. Projects: • Tianjin FLENDER IT Outsourcing Project• Shanghai Siemens Mobile Company IT Outsourcing Project• Home Drive Pilot Project