Helen Yao

Director, APAC Service Product and Greater China Service Operations APAC Service product line Develop Eaton Power Quality multi-brand service strategy. Drive independent service P&L and Standardize pricing methodology in APAC region. Build franchise model in South East Asia to maximize service revenue. Build FAST engineer team and training center at APAC level to improve field performance. Lead Service digitization for operational excellence in China, India and Australia& New Zealand. Greater China Service Operation Responsible for service operations covering China and Hong Kong with a 150+ persons team covering hotline, dispatch, spare parts, technical support and five region offices. Lead China service transformation Differentiate direct and franchise channels, create new business models. Improve customer experience through customer service center integration. Lead service digitization to expand sales bandwidth, streamline field operations, and set up spare parts E-tracker systems.

• Develop “Otis 2016 growth strategy” with doubling service market share with collaborating Otis China Area and BIS North Asia • Full responsible for sales business of maintenance, repair and modernization • Develop service products and sales tools with marketing team and implement among service sales team in China • Build processes of agent and distributor management with A&D department for off portfolio to achieve modernization growth • Optimize sales activity management, promote branch sales leadership program for sales leadership culture in Otis China • Restructure headquarter sales management team, leveraging zone operation resource and strengthen sales force at zone level • Optimize and manage service IC including service sales, field and zone operation • Broaden business development to the market out of Otis including M&A and Recapture • Optimize Otis key account service and build service key account team, responsible for 7 clients, account for 20% of total service units

• Expand Service business in China Market through Merge and Acquisitions • Develop “density driven” M&A strategy to accelerate service growth • Investigate China service market and participate designing acquisition strategy with Otis China area management team and McKinsey • Build systematic approach to M&A including pipeline management, due diligence process and integration process with cross functional teams including legal, finance, HR, engineering EHS and zone operation

• Lead Otisline to gain customer satisfaction through service excellence • Differentiate Otisline service with centralizing customer complaint management and customer care program • Broaden Otisline roles with adding remote technical support • Lead and manage annual customer satisfaction survey with Market Probe

assistant to service VP 1, manage working schedule, coordinate the work between VP and his direct reports. 2, coordinate ACE bronze project for service dept including all 36 branches' service team. 3, lead 2007 customer satisfacton survey project for service by working with a consulting company

1,member of service strategy team, open 10 CSCs across China. 2,integrate service processes