Andy Feng Email & Phone Number

Sydney, New South Wales, Australia

Providing Technical Support: Offering technical support to Hikvision's Australian national distributors and enterprise-level users via phone, email, and electronic channels. Ensuring customers effectively use Hikvision's products, employing efficient troubleshooting to identify and address technical issues. This includes replicating problems, escalating cases to the R&D department, and aiding in finding timely solutions.Understanding Customer Needs: Empathizing with customers… Show more Providing Technical Support: Offering technical support to Hikvision's Australian national distributors and enterprise-level users via phone, email, and electronic channels. Ensuring customers effectively use Hikvision's products, employing efficient troubleshooting to identify and address technical issues. This includes replicating problems, escalating cases to the R&D department, and aiding in finding timely solutions.Understanding Customer Needs: Empathizing with customers, identifies their pain points and skill gaps, and communicates effectively to ensure efficient problem resolution, leaving customers satisfied.Project-Level Support: Engaging in project-level technical support for enterprise-level users. Participating in project planning, product selection, software integration, and POC phases. Collecting feedback, and reporting critical product information for product improvement.Knowledge Management: Summarizing solutions for each case, creating internal and external knowledge bases. Sharing troubleshooting techniques with colleagues and national distributor tech supports, enhancing collective knowledge.Technical Training: Providing technical training to Australian national distributor tech supports. Assessing technicians' capabilities, designing training content, and conducting sessions to ensure they can swiftly handle common technical issues.Knowledge Base Utilization: Effectively using the knowledge base to search for documents and information, incorporating it into the troubleshooting process as a reference.Cross-Department Collaboration: Collaborating with technical support engineers, product managers, maintenance engineers, and sales consultants, leveraging technical skills and communication abilities to solve problems and fostering strong cross-departmental relationships.Issue Reporting: Demonstrating a clear understanding of when and how to report issues to management, considering issue priorities when reporting them. Show less

Responsible for quality check, quality control and failure analysis, including diagnosing, debugging and testing.Responsible for battery stress testing, including analyzing the battery data, checking logs and doing the battery functional testing.Doing slow-mo video testing, pixel detection and colour testing.Responsible for reporting results of failure investigations through RMA, Excel record-keeping and in-person meeting with other engineers. Maintain feedback… Show more Responsible for quality check, quality control and failure analysis, including diagnosing, debugging and testing.Responsible for battery stress testing, including analyzing the battery data, checking logs and doing the battery functional testing.Doing slow-mo video testing, pixel detection and colour testing.Responsible for reporting results of failure investigations through RMA, Excel record-keeping and in-person meeting with other engineers. Maintain feedback loop.Make decisions regarding unit routing such as deciding if a unit is to be failed, and escalated to deep dive/ENG department or placed into stress test for further testing.Inventory management and procurement. Show less

Adelaide, South Australia, Australia

Took part in quality control and faulty analysis.Serviced a variety of electronic devices, including smart phones, tablets and motherboards of leading brands and replaced faulty / damaged components of these electronic devices.Diagnosed, tested and repaired technical problems using appropriate test devices and provided estimates to clients for servicing the electronic devices.Re-installed software programs or adjusted settings on electronic devices to fix malfunctions as… Show more Took part in quality control and faulty analysis.Serviced a variety of electronic devices, including smart phones, tablets and motherboards of leading brands and replaced faulty / damaged components of these electronic devices.Diagnosed, tested and repaired technical problems using appropriate test devices and provided estimates to clients for servicing the electronic devices.Re-installed software programs or adjusted settings on electronic devices to fix malfunctions as well as analyzed the problems of mobile/tablet units before proceeding with the repairs. Show less

Shenyang, Liaoning

Assisted project team in setting up and maintaining signal transmission systems while contributing to deployment of underwater telecommunication anti-interference systems.Supported telecommunication team in fixing problems with existing system and assigned in scheduled maintenance work as well as rectifying equipment malfunctions.Supported engineering teams in Installing and testing new communication systems for functionality as well as repairing and replacing defective / faulty… Show more Assisted project team in setting up and maintaining signal transmission systems while contributing to deployment of underwater telecommunication anti-interference systems.Supported telecommunication team in fixing problems with existing system and assigned in scheduled maintenance work as well as rectifying equipment malfunctions.Supported engineering teams in Installing and testing new communication systems for functionality as well as repairing and replacing defective / faulty components as and when needed. Show less

Master Of Engineering - Meng, Electronics Engineering (Electronics Signal Processing)

Bachelor Of Engineering - Be, Electrical, Electronics And Telecommunications Engineering