Sam T Email & Phone Number

Shanghai City, China

• Set up rules, KPI items of CS Scorecard, define the gap and setup action plans with regions, also prepare monthly reports to management team for a good insight of business excellence.• Lead, design, deploy, and continuous improve field operation projects, CS Solution Book, RAM Agenda, Onsite Auditing, Onsite Coaching, etc. to ensure excellent services that delivered to customers.• Work closely with Customer Service all functions (Commercial, Customer Experience, Technical, Parts, Training, Network, etc.) to confirm the business plan, deliver it to, and support regions in detailed level.• Develop, maintain, and improve the business process according to business requirements by liaising between central and regions.• Organize the Customer Service National, Regional, Area meetings, Dealer Group and Internal/External Workshops.• Study and collect the industry environment and be aware of the trend of dealer and customer behaviors.• Develop CS functionality of FAMS based on business requirements, support new DMS, and other new system development and launch on behalf of Field Operations functions.• Work together with Sales, Network, and DST team for joint programs to improve the business excellence, such as the program of Service Capacity, New Dealer Workshop Layout, etc.• Coordinate the new dealer opening preparation with all customer service functions and the application for the necessary system accounts.

Shanghai City, China

• Support dealer selection, workshop layouts, set up, and negotiation of aftersales agreements.• Responsible for launch readiness in after-sales aspect.• Establish and assist dealers to understand service procedures, standards, and policies.• Responsible for establishment, training, and implementation of KPI and Business Policy for distributors.• Dealer visiting, RAM Agenda checking, onsite diagnosing, coaching, and auditing in warranty and parts.• Coach and guide dealers to improve after-sales performance in order to achieve targets in Revenue, Customer Experiences, Quality, and Technical.• Collect demands and voices from dealers and market intelligence for constantly optimization and business development opportunities.• Lead, design, and implement Customer Care Activities and Skill Competitions.• Responsible for effective resolution of technical and quality issues, arrangement and management of Service Campaigns and activities.• Management of customers’ complaints and participate in Crisis Management.• Organize regular meetings, regional conferences/workshop, and responsible for effective outputs and executions. Achievements1. Regional Customer Retention Rate (4-7 years) increased by 25.6% by problem diagnosing and solving in dealerships.2. Regional Service Absorption Rate increased tremendously by enforcing P&A, Throughput，SPT via series of countermeasures and activities in dealership.3. New models of vehicles were successfully launched on time by project management, included but not limited in negotiation of agreements, assist in establishment of dealer workshop, evaluation of launch readiness, cooperating with training to distributors and dealers, supply of initial spare part orders, etc.

Shanghai City, China

• Project management in aftersales section.• Establishment and optimization of workflows for oversea spare part operation.• In charge of spare part pricing, sales, promotion, and parts warranty management.• Management of demand forecast, inventory, and back orders.• Mobilize and coordinate with engineering department to solve technical issues in spare parts aspects.• Developing and selling of accessories.• Establishment and assessment of distributors’ business policy and KPI of Import & Export agents.• Establish and manage oversea PDCs.• Maintain part reporting to upper management.• Other objectives, e.g. tariff-bonded of imported parts, line of credit for distributors, etc. Achievements1. Sales have been continuously increasing over 46% annually in average by continuously inventing accessories, promotions activities, and suitable pricing strategies.2. Lead time of orders had been decreased to one third by inventing line of credit, supporting policies to distributors, KPI to export agents, and licenses of exporting hazard goods, establishment of data base on HS code, Oversea PDCs.3. Cost saving up to 1500,000 RMB in 2016 by applying tariff-bonded of imported parts and global standardized packaging strategies.

Shanghai City, China

• Responsible for project management and production launching.• Develop project schedule in accordance with GVDP process.• Coordinate all functions and resources to meet the project schedule, such as product, engineering, 4 workshops, facility & equipment, training, supply chain, marketing, aftersales, overseas, distributors, etc.• Arrange regular catch-up meetings with all functions to monitor the status of projects and assist them to overcome difficulties by leverage all factors and resources.• Prepare daily, weekly, and monthly reports to top managements for project steering and decision making.• Lead for readiness review of SOP and New Model Quality Review.• Responsible for Single Issue List follow-up after production launching.• Lead the oversea New Model and KD plant projects.

Master Of Social Science, International Business And Management

Bachelor'S Degree, International Business And Management