KC WONG
Singapore
Summary
With 25 years in IT and electronics manufacturing, I specialize in new product development, quality management, and factory quality improvement . My Computer Science degree from the University of Science in Malaysia has been instrumental in providing fundamentals and working in MNC for over 25 years helped hardness the industrial wide skillsets .
Currently, I oversee the launch of over 100 monitor and stand programs, coordinating with ODMs and managing global production whithin China and beyond . Besides, utilizing advance risk management tools like DOE, NUDD, DFx, and SPC to validate products from conception to mass production , AI automation is adopted as part of product development . The synergy of Design for Manufacturing toolset and AI adoption ensures seamless traceability , production efficiency and product reliability.
Following current trend, I have also transitioned multiple factories to BCP sites, aligning with business resiliency trends.
Previously, at HIPRO Electronics in China, I led a team in quality management and compliance, conducting audits and managing field excursions. As a Senior Escalation Engineer at Dell, I honed skills in customer relationship management and technical support, handling escalations and major projects like the Dell battery recall.
Moving forward, I aim to maintain high product quality and support business resiliency, leveraging cutting-edge technology and adaptive strategies to sustain growth in a rapidly evolving global landscape.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Global Operation Engineering
Dell Singapore Design Center
01.2010 - Current
Overseen over 100 monitor programs launch from 5 major ODMs through 10 factories in China, yearly volume > 20M units.
Actively manage factory performance of over 8 ODM factory (China and Beyond)
Managed &Transitioned 6 factory to BCP site throughout the course of 5 years
Accomplished various factory automation and transition to digitalization with AI deployment at various stage in manufacturing
Skills :
- New Product Operations (Display)
- Global Supply Chain Operations
- Supply Quality Management
- ODM Management
- Project Management
- Business Resiliency
- IA & Automation
Global Operations & Engineering Consultant
Dell Singapore Design Center
04.2008 - 01.2020
Deliver yearly 40-50 programs ranges from printers to docking , audio speaker products, soft goods :
Oversee 7-9 ODMs factory performance , enhancing process and enabling > 8 BCP factory site.
Manage various Quality Excursion , not limited to 2x product recall .
Skills :
- New Production Operations (Imaging & Peripherals business)
- Supply Chain and Fulfillment Operations
- Supplier Quality Management
New Product Operations Manager
Dell Singapore Design Center
01.2006 - 01.2010
Deliver over 100 programs ranged from printers to docking , audio speaker products & soft goods etc
Oversee 7-9 ODMs factory performance , enhancing process and enabling > 8 BCP factory site.
Manage various Quality Excursion , not limited to 2x product recall .
- New Production Operations (Imaging & Peripherals )
- Supply Chain Operations
- Supply Quality Management
- ODM Management
- Project Management
Field Quality (Director)
HIPRO Electronics (Dongguan)
Reporting directly to the VP of Quality & Operations and led a team of 40 Quality & FA engineers worldwide.
Lead close loop corrective action (CLCA) and field quality issue
Lead factory compliance of all aspects from ISO standards
such as ISO9001, ISO14001, OHSAS18001, SA8000, and ROHS, and EMS/CSR
Top customer includes Dell, HP, IBM, Sony, Foxconn, ASUS, and Microsoft.
Skills :
- ODM Management and Field Support
- Manufacturing Operation & Quality Systems in Electronics Industry
- System Audits (ISO 9000, Environmental and Health Management Systems, ROHS).
Lead International Product Support Advisor
Dell Inc., China Design Center (CDC)
As Senior Escalation Engineer , I managed high-level customer escalations with costs of USD 64 million in after-sales support
Participate 10 million field recall for desktop Nichicon capacitors and the Dell battery recall programs
Top customer managed : Toyota (Tokyo) , HSBC(HK), Jeep (Bejing), ChinaNews(HK)
- Product Testing
- Customer Relationship Management (CRM)
- Advanced Trouble Shooting
Technical Support Specialist
Dell Asia Pacific Customer Center (APCC)
Lead a team of 10 Tech Support to support HK /TW regions
Received 500 customer calls and managed closure of customer escalations
Troubleshoot , and resolve customer complaints with warranty support
Skills :
- Call Center Operation and Management
- Customer Support/Services & Warranty
- Coaching and Training.
Education
Bachelor of Computer Science Honors - Computer Science (Management Information System)
University Science of Malaysia (USM)
01.1998
Skills
- Technical Troubleshooting
- Call Center Management
- Customer Relation Management
Certification
- Certified ISO Standards QMS Auditor
- Certified Industrial Quality Member
- PMP Course Completion Member
- Dell Business Process Improvement -Trainer
- Six Sigma Certified
- Microsoft Certified System Engineer/Administrator
- Microsoft Certified IT Professional (Window NT track)
Languages
English
Malays
Mandarin
Cantonese
Hokkien
Children
11 year + old boy
15 year + old daughter
Mailingaddress
Block 735, #09-503, Woodlands Circle, 730735 Singapore
Permanentaddress
No 9-6-8, Taman Seri Damai, Lebuhraya Batu Lanchang, 11600 Penang, Malaysia.
Telephone
+604-6586893, +65-96350738 (Singapore), +6012-4029386 (Malaysia)
kcwong21@gmail.com
Pasttime
Photography, Enjoying Movies. & Travelling
Citiestravelled
Work:
- US -Texas
- India - Bangalore
- Japan – Various Customer Visit
- China - Shanghai, Beijing, Shenzhen, Guangzhou, Yantian
- Malaysia - Penang
- Singapore
Leisure :
- China (SiChuan(ChengDu), Yunan, Urumqi (XinJiang), Tibet (Lasha/Himalaya Mt.Base Camp), Harbin (HeiLongJiang), Lanzhou, DunHuang, WeiHai (Shandong).
- Taiwan/Hong Kong/Macao
- Australia - Melbourne
- Cambodia
- Indonesia
- Korea – Seoul/Gumi
Personal Information
- Age: 49
- Date of Birth: 10/21/1974
- Gender: Male
- Nationality: Malaysian
- Marital Status: Married
Awards
- Personal Recognition Award
- Exceptional Customer Experience Award – Web of Frame - 2000
- Best and Exceptional Customer Experience Award - 2001
- Best and Exceptional Customer Experience Award for Japan - 2004
- VP Awards - 2007
- Directors Awards - 2008
- Best Leadership Awards - 2009
- Three consecutive years of Best After Sales Support from PC World-Hong Kong World Class Awards (1998, 1999, 2000)
- Two consecutive years of Best After Sales Service Support PC World Award - Singapore/Malaysia (2001/2002)
Timeline
Global Operation Engineering
Dell Singapore Design Center
01.2010 - Current
Global Operations & Engineering Consultant
Dell Singapore Design Center
04.2008 - 01.2020
New Product Operations Manager
Dell Singapore Design Center
01.2006 - 01.2010
Field Quality (Director)
HIPRO Electronics (Dongguan)
Lead International Product Support Advisor
Dell Inc., China Design Center (CDC)
Technical Support Specialist
Dell Asia Pacific Customer Center (APCC)
Bachelor of Computer Science Honors - Computer Science (Management Information System)
University Science of Malaysia (USM)
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