Alan Qian

· Remote Support Center & Smart Center：

• This position is responsible to manage the Smart Center and Remote Support Center to provide technical consulting to achieve optimal customer satisfaction via efficient and timely phone support, field engineer dispatching, predictive service and dealer support monitoring etc.
• Achieve KPIs of Smart Center and Remote Support Center including expense budget.
• Provide customer calls analysis report, remote fix and predictive service report for service management.

· AbbottLink Administration and related IT Supports

• Manage AL administration supports, support AL operation and application of AbbottLink IT infrastructure in China
• Responsible for AbbottLink installation, connectivity support and related AL training.
• Provide AL analysis report to Finance, Commercial and Service for instrument test count reports regularly.
• Provide IT technical consulting between Corporate IT and system owner

· AbbottLink Localization, Predictive Development & Management:

• Lead AL localization project with Global team supports and develop AL & Predictive strategy in China.
• Build capability to develop local Predictive alerts to strive for the best customer experience from Predictive Service – fix the problem before it occurs. .

· WeChat Service Management:

• Leverage WeChat platform to provide best service solution and supports to end customer, service internal and distributor.
• Capture external and internal requirements, transfer into new function development.

· Service Promotion, Parts Administration, Tools Utilization

• Responsible to promote Core DX China service differentiation and innovative services from marketing perspective and promote our service brand to customers as service leadership in the industry through various channels, including WeChat, marketing events and customer meeting.
• Manage SPM system to support all engineers’ parts ordering, allocation and parts delivery process with working with supply chain to ensure parts availability for field service team and distributors too.
• Leverage Remote Support Center and Smart Center to develop and utilize service tools, system and process to achieve a high service efficiency remote support service.

· Service Efficiency & GMI Service Projects:

• Responsible for GMI service projects, including service revenue and cost reduction.
• Provide analysis, recommendation and action plan to capture any opportunities of driving service efficiency and effectiveness to support Service Gross Margin goal.

Remote Center & Smart Center
• This position is responsible to manage the Smart Center and Remote Center to provide technical consulting to achieve optimal customer satisfaction via efficient and timely phone support, field engineer dispatching and dealer support monitoring.
• Leverage Remote Center and Smart Center to develop and utilize service tools, system and people resources to achieve a high service efficiency remote support service.
• Provide analysis, recommendation and action plan to capture any opportunities of service revenue and cost reduction, as well as Service Gross Margin goal.
• Responsible to promote ADD China service differentiation and innovative services to our customers being service leadership in the industry through various channels, like WeChat, marketing events and customer meeting.
• Responsible for AbbottLink installation and connectivity support, data localization management, related AL training and reports generation.
• Achieve KPIs of Smart Center and Remote Center.
• Manage parts ordering and delivery process through teamwork with Field service and supply chain to ensure an efficient system.

• Manage predictive analysis, upsells and provide related predictive customer services.
• Lead and create excellent predictive service brand for service differentiation of ADD Service in China.
• Explore operation development opportunities through new technology sourcing such as local system Wechat, and processes and operational excellent methodology.

• Manage administration and function of Abbottlink for China.
• Supports correct operation and application of Abbottlink and similar IT infrastructure used in ADD at global level.
• China technical leadership role for all aspects of remote customer support.
• Reference person for product improvement, service process optimization, international knowledge sharing and cross-functional collaboration.

• provide remote technical support to customers by telephone or network;
• monitor the customers’ instrument status by remote diagnostic software and investigate if necessary;
• Record every case accurately and timely;
• Provide technical support to field service engineers;
• Participate field service installation and maintenance works as assigned
• Provide technical support for internal staff at next items
• Assist company/department achieve KPI