Zhen (Alex) S. Email & Phone Number

Australia

- As the first contact person, provided expert level technical support to customers and Machinery Support/Installation Engineers for Automation system/machinery of APAC truss & frame manufacturing industry with a specific focus on MiTek products, over the phone, through email/remote connection and/or onsite support- Managed MiTek Automation stock room, ensured spare parts are held in stock, ordered, replenished, and supplied in a reasonable time frame- Helped both customer and Machinery Support/Installation Managers to determine spare parts that might be required by customers, provided quote, and processed the order and shipment- Coordinated any details around orders, freights, and invoicing of parts and labors, and the work with internal staff to ensure the process is managed and completed- Provided technical back up for MiTek’s team members, including: Phone, remote PC and/or on-site customer support for breakdowns Training for Machinery Support Engineer’s on MiTek equipment including, installation details, function operation of the machinery and software operation, to allow them to better service MiTek’s customers Supplying technical updates on machinery changes which effect the ongoing support of MiTek equipment Designing/supplying technical solutions obsolesces dictates that alternate parts are supplied

Melbourne, Victoria, Australia

- Completed the commissioning, the production testing, and the optimization of the equipment required for different production tasks, to ensure efficient and stable productions- Completed the process testing of the new products feasibility and efficiency, and their compatibility with the current equipment- Completed the selections of the new equipment, the evaluation of the solutions; and Initiated liaising and cooperation with supplier engineers to get new equipment installed and functional tested; and Gave training sessions to production workers, to ensure a successful production program importing- Involved in creating the engineering documents, including the Equipment Configuration Guide, the Equipment Debugging Guide, the Equipment Operation Guide, and the Equipment Regular Maintenance Guide/Recording Form, etc; Completed the regular maintenance and repair of the automated equipment- Optimized the existed manual/semi-automated production solutions and implemented automated solutions through a better utilizing and improving of existing equipment and workplace arrangement, or importing new equipment, to secure a higher efficiency and feasibility- As a Production Supervisor Coordinator, involved in managing production processes, including work arrangements and solving equipment failures, etc.

Shenzhen, Guangdong, China

- Constantly led in collecting, diagnosing and testing works to verify and solve the problems of technique, products and services reported by customers; Feedback to and worked with the relevant departments of Quality, Production, Dispatching and R&D to achieve a continuous optimization and upgrading on the business- Helped establish an internal and a cross-departmental collaboration model for overseas technical support team, including an overseas sales & technical support engineer collaboration model, and a Product/R&D & overseas technical support engineer collaboration platform- Researched and helped initiate DOBOT’s post-sales service policy for overseas market; and Involved in building the DOBOT overseas help center platform, with the technical support documents, the products and technical FAQs, and the technical topic guidance videos; Moreover, constantly managed the platform- Ensured a high monthly problem resolution rate of 95%, and secured an effective and constant improvement of the technical cooperation process through connecting with the Products/R&D teams regularly- Initiated and conducted 10+ modular training projects for overseas customers and distributors; Participated regularly, as a trainer, in the internal product technical trainings; and Assisted the overseas sales team as a technical representative to help the pre-sales product, technical and solution communication, and post-sales follow-up and customized technical trainings to key customers- Provided other internal technical and application project supports

Melbourne, Australia

- As a Quality Control Engineer, worked closely with the software and hardware engineers and the production team; Initiated the product testing plans and procedures, and the product reliability assessments; Conducted scheduled product testing, and to give improvement suggestions with the testing reports; and Participated in evaluating quality reports and analysis of the reliability data for the product optimization- Conducted scheduled product testing, and generated testing reports to give improvement suggestions; Participated in evaluating quality reports and analysis of the reliability data for the product optimization- Developed automated solutions (Ranorex) for hardware and software product testing, and for service and system configuration- As a Technical Support Engineer, managed the Jira ticketing system of the testing projects and of the customer support progress following-up and updating; Provided remote or on-site technical support for product diagnosing, configuration, repairing, replacement and installation

Master'S Degree, Electrical And Electronics Engineering, Distinction

Bachelor'S Degree, Automotive Engineering Technology/Technician, Distinction