Navy Peng Email & Phone Number

Palm Springs, California

Managed global customer service department in this respiratory care organization. Worked closely with engineers, sales and marketing managers, production manager, failure analysis lab department, regulatory department, and quality department to improve quality of products. Coordinated and supervised the daily activities of business support, technical and production staff, while setting priorities for the team to ensure task completion. Responsible for managing RMA Processing, involving an inventory valued at nearly $3.5M, consisting of approximately 2000 parts in need of repairs and investigations. Accountable for managing service inventory valued at nearly $4M, while charged with key decision making to regulate inventory. Highly involved member of organization, including acting as Lean Manufacturing team member, 5S team member, Kaizen Events team member, and Engineering Maturity Index team member. Responsible for improving product quality and reliability by identifying problems in drilling accuracy, recommending solutions, and implementing trainings, in addition to increasing service revenue by improving repair turnaround time and quality. Charged with providing effective support to field service representatives, technical support, the engineering department, sales and marketing team, customer order administration team, Service contract, and ventilators rental department, as well as providing support to customer service overseas in China, UK, Germany, and Canada. Build customer relations, interpret customers need and accesses their business requirements. Establish and implement procedures to ensure the company Quality management System is compliant. Set priorities for the team to ensure task completion; coordinate work activities with other supervisors and managers. Identify data requirements and collect all relevant data needed to analyze a complex problems, situation or issues.