LogenJames Wong

Field Operation, AR

To provide and conduct daily operation To cater customer complaint and next action planning Account Receivable track and trace Pending Service track and trace. Conduct Technical training to Authorized Service Contractor To keep and track KPI for NPS, RCT, FVR to meet requirement Handles escalate case and provide solution and decision to ASC, In House tech. Promoting after service Direct Sales to consumer and public relation To participate in new project management, company business direction Work alongside the Sales Team to understand market trends, dealer and etc. Weekly meetings to rectify issues and brainstorms idea for future company direction.

Responsible for WD project. Onsite and offsite progress timeline for the project. Daily meeting with engineers and technicians. Weekly customer meetings for delay, improvement, safety and complaint. Work-out with Sales engineer with the PO plan with customers. Management meeting with CEO, COO, and Chairman on the project delayed, and progress. Work with Technical Support Director and Assistant Technical Manager for the after Sales support. Provide documentation, part-sourcing for the procurement dept, Hand-off dept to dept for the Preventive maintenance project. I work with PLC programmer, Software engineer, Designer on the project. (Ex: Warehouse) Product: Warehouse and Finishing Goods : AGV , Robotic.

To provide after sales services support for Coating and Dispenser machinery. Troubleshooting system on-site, team-viewer from home. 24hours standby support. Programming recipe for customers after installation. Provide guidelines and info for customers. On-site application job on customer product. Outstation support for southern customers.

To perform technical support for the Electron microscope. Commission Installation and troubleshooting in whole Malaysia, Travelling outstation and oversea to support customers. To provide support in Singapore, Vietnam, Thailand team. Training and buy-off electron microscope, half yearly maintenance. SEM/ SDB and FIB microscope troubleshooting and source changed. Completed report and job on-site.

To perform technical service customer sites service activities involving the installation commissioning buy off maintenance and troubleshooting of existing new equipment. Plans develop executive activities to ensure on-time delivery and meeting customers’ expectation. Providing 24-hour equipment support based on call escalations on assigned projects. Perform reporting and documentation on-site. To provide the spare parts management support. Deliver end user training at customer sites. Perform follow up assembly of the machinery in house before delivery. Conduct meeting with customer for update and follow up new project.

Installs, troubleshoots, and maintains products/equipment. Identifies, analyzes, and repairs product failures, orders and replaces parts as needed. Determines and recommends which products or services best fit the customers' needs. Performs and documents of customers support activities that include field installation, troubleshooting, repairs, buy-offs, training and remote support for bonders.

Provide on-site Technical Product support or installation. Apply the equipment fabrication to develop economical solutions to technical problems. Analyzes review and inspection findings to determine sources of problems, and recommends repair, replacement, or other corrective action as well as coordinate problem resolution with engineering, customer service, and other personnel to expedite repairs.