Liu(Louis) Yang

Responsible for new plant operation management at newly founded repair & manufacturing factory of China.

• Lead customer service team to provide technical support regional end users, partners/resellers for cutting-edge 3D printers in South Asia. • Responsible for P/L, warranty cost, dept. budget, AOP of CS dept. • Manage call center, FSE team and regional technical specialist team. • Claim management, partners CS management, advanced training design and partners CSE certification. Quality and customer satisfaction management. NPI program and technical escalation system to PSM of HQ. • Responsible for service policy, procedures establish, knowledge transfer, QBR with regional, HQ CS and all resellers. • Service sales including annual service contract, spare parts, consumable materials, China and Hongkong workshop repair, training, troubleshooting maintenance, upgrades and value-added items. • Service KPI like SLA, first time onsite resolutions, remote resolutions, utilization rate, MTTR, MTBF, MTBR, DOA, RMA, DOA, INFR, IB, NPS, critical failures, SP availability. • Team leadership, performance, motivation plan and IDP (Individual development plan)

• Lead APAC service operations with technical service team, service sales team and repair workshop for heavy-duty alternators and Genset. • Responsible for service operation and service sales in APAC region. • Responsible for P/L, operation profit and cost/budget of service dept.

• Responsible for technical support and customer service management for customers and partners. • Lead service team to provide technical support, product training, spare parts sales and project management. • Manage and develop customers and channel sales to maintain customer relationship. • Responsible for service program management and execution, coordinate internal and external resources to meet customer needs. • Responsible for products promotion, selection and technical solution. • Collect information of industry, competitors and customers’ requirements, analyze market trends, support to make business decision. • Train and consult channel sales with products training, technical support. • Coordinate service team to support international customers and partners by technical training, machine repair and spare parts sales, etc. • Team training, KPI, team building and excitation.

• Responsible for customer service center building and operation, management of customer service team in Great China. • Responsible for pre/after-sales service strategic planning, service process and standards developing and executing. • Responsible for technical service management and channel service management in automotive industry. • Accountable for spare parts management and sales, warranty and service products sales. • Assist Germany HQ to make annual sales plan, cost budget and annual target. • Manage service team to meet KPI, warranty claim close, customer satisfaction. • Maintain customers relationship, regular visit key accounts to report to C-level. • Manage channel sales partner team for project track, aftersales, training and customer complaints. • Responsible for project management and execution, include solution, contract negotiation and payment collection. • Communicate customer technical requirements, includes product selection, technical demo and solution. • Train and consult direct sales and channel sales partners team with products and technical application. • Formulate technical application solutions for automotive data acquisition, measurement, calibration and diagnostic of automobile engine, powertrain, vehicle air condition, etc. • Recruiting and training service members and team building. Projects: • FY13: FAW-VW engine components test: over 500 test channels • FY15: Changan Ford complete vehicle road test: over 200 channels. • FY16: BMW New Energy vehicle battery test: 320 channels

• Manage regional customer service team for customer technical service and service sales. • Setup and operate field customer service center. • Responsible for technical support, customer service, pre/after sales in semiconductor, microelectronic, RF wireless communication areas. • Accountable for spare parts sales, annual service contract sales. • Establish local inventory for spare parts, manage RMA procedure. • Maintain local key accounts relationship and develop long-term strategic service contract. • Plan, direct and manage assigned service installation projects. Report project status and schedules. • Communicate with semiconductor instruments manufacturer about technical application, troubleshooting, process update, etc. • Responsible for technical support of semiconductor instruments, includes installation, commissioning, repair, training and acceptance. • Interview, train and motivate team members, evaluate service KPI, customer satisfaction. Projects: • 2009: CETC14 LS laser trimmer and wire bonding production line installation, contract value up to 5M. • 2010: CETC 55 Cascade semiconductor auto RF probe station and MEMS packaging installation, contract value up to 10M. • 2011: CAAET 704 RF microwave components packaging production line

Dual-degree MBA full-time student in the USA.

International Master of Business Administration