Hai Hooi Tan
Singapore
Summary
Results-driven Technical Support Leader with over 20 years of experience in engineering services, customer support, and operational excellence. Proven expertise in leading teams, optimizing service delivery, and ensuring compliance with international standards. Skilled in Salesforce, SAP, Microsoft Office, and ISO standards. Certified ISO 17025 internal auditor with a strong focus on continuous improvement and team development.
Overview
21
21
years of professional experience
Work History
Assistant Manager, Technical Support
Evident Scientific Singapore Pte Ltd
04.2022 - Current
- Lead a team of 6 engineers, delivering high-quality technical support to internal and external stakeholders.
- Monitor, analyze, and enhance service performance metrics to ensure operational excellence.
- Collaborate cross-functionally to deploy new support tools, streamline workflows, and improve efficiency.
- Conduct technical training and performance evaluations to develop engineers and distributor capabilities.
- Manage escalation and resolution of critical incidents, minimizing downtime and customer impact.
- Oversee material master data creation, service pricing setup, and documentation management.
- Guide the team on RMA and warranty claim processes, ensuring compliance and timely resolution.
- Developed automated shipping document generation using Microsoft Access to improve turnaround times.
- Enhanced Salesforce-based service database and implemented process automation to increase efficiency.
- Conducted distributor desk audits for compliance and participated in ISO 9001 audits.
- Certified Internal Auditor for ISO 17025 standards.
Assistant Manager, Technical Support
Olympus Singapore Pte Ltd
03.2011 - 03.2022
- Led a 6-member technical support team, ensuring SLA compliance and service quality.
- Monitored service KPIs and implemented improvements to enhance performance.
- Developed training programs for engineers and distributors to strengthen technical capabilities.
- Oversaw escalation management and resolution of complex technical issues.
- Maintained service documentation, ensured ISO9001 and GDPMS compliance, and prepared for audits.
- Managed material master setup, pricebook creation, and service pricing configuration.
- Assisted in distributor relationship management and service reporting (KPI, P&L, service revenue).
- Designed and implemented an inventory control system, achieving 100% accuracy.
- Served as Project Manager for Salesforce-based asset demo loan system development.
- Conducted distributor desk and field audits to ensure compliance.
Customer Service Engineer
CoreTech Ltd
01.2010 - 02.2011
- Performed preventive maintenance and repairs on surface analysis systems (ESCA, Auger).
- Provided technical support and spare parts quotations to customers.
- Liaised with headquarters for complex technical issue resolution.
- Enhanced customer satisfaction by promptly addressing and resolving technical issues.
Senior Service Engineer
Autopack Pte Ltd
08.2005 - 12.2009
- Troubleshot and repaired barcode printers, barcode scanners, card printers, and metal detectors.
- Delivered technical support, spare parts quotations, and operational training to clients.
- Coordinated RMA and warranty claims with manufacturers.
- Led training sessions for junior engineers, boosting their skills development and overall productivity.
Assistant Engineer
TECO Electric & Machinery Pte Ltd
08.2004 - 07.2005
- Provided field service support for inverters and induction motors.
- Assisted engineer on designing and assembling starter motors.
- Performed quality control inspections for induction motors.
- Gained foundational SAP skills for service order creation.
Education
Bachelor of Electrical & Electronics Engineering -
Inti College Malaysia (University of Hertfordshire)
01.2004
Diploma in Mechatronics Engineering - undefined
Ungku Omar Polytechnic
01.2002
Skills
- Technical Systems: Salesforce, SAP, Microsoft Office Suite, MS SharePoint
- Languages: English, Mandarin, Malay (spoken & written)
- Certifications: ISO 17025 Internal Auditor, ISO 9001 Audit Experience
- Leadership & Team Development
- Process Improvement & Automation
- Customer & Distributor Relationship Management
- Service Quality & Compliance Management
- Project Management & System Implementation
- Data Analysis & Reporting
- Ambitious, adaptable, quick learner, collaborative team player, and results-oriented leader
- Available for work-related travel
Timeline
Assistant Manager, Technical Support
Evident Scientific Singapore Pte Ltd
04.2022 - Current
Assistant Manager, Technical Support
Olympus Singapore Pte Ltd
03.2011 - 03.2022
Customer Service Engineer
CoreTech Ltd
01.2010 - 02.2011
Senior Service Engineer
Autopack Pte Ltd
08.2005 - 12.2009
Assistant Engineer
TECO Electric & Machinery Pte Ltd
08.2004 - 07.2005
Diploma in Mechatronics Engineering - undefined
Ungku Omar Polytechnic
Bachelor of Electrical & Electronics Engineering -
Inti College Malaysia (University of Hertfordshire)
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