Fred Feng

Experience

• 

  Beijing Hyundai Motor Company

  Aug 2005 - Sept 2015

  1. Received database about quality defects and complaints, analyzed KPIs which based on models, assemblies, date of manufacturing and sales, reasons of defects and warranty cost to point out the features and trends.2. Received customers’ complaints from the authorities, such as DPAC, distributed items to be properly handled by dealers and replied. Combined these complaints with those from media and website’s forum to further analyze the customers’ concerns.3. Executed a recall campaign in 2011, which originated from the manufacturing defect from the tyre supplier, coordinated with supplier to plan recall strategy, monitored the proceeding of campaign and stock status, oversaw the goodwill warranty, and reported to senior heads in a timely manner.4. Planned and executed a seminar in 2011, which were involved in for over 600 dealers and to aim at improving capabilities including accidents, crisis events and the relevant legal knowledge.5. Collaborated with aftersales field managers to improve the fulfillment rate of parts, especially in dealing with B/O, so as to facilitate the customers’ satisfaction.6. Participated in authorities' trainings such as Chinese Customer Association and DPAC. Show less 1. Received and categorized types of files from regional aftersales managers, such as current market situations and trends, customers’ complaints reports, technical support reports etc. Helped these reports to get authorization from senior heads or modified to find out more reasonable solutions.2. Collaborated with regional aftersales managers to improve the fulfillment rate of parts, especially in dealing with B/O.3. Received customers’ complaints from various sources, such as call center, media, DPAC etc., distributed items to be properly handled by dealers and replied. Analyzed and reported them periodically. 4. Implemented the orientation training for new dealers, introduced knowledge and concepts including but not limited to structure, aftersales strategy and polices, and customer satisfaction as well as how to deal with customers’ complains , crisis events appropriately. Show less 1. Supervised the dealers’ aftersales operations and performance with regard to carmaker’s standards and policies, and provided considerate support for dealers to enhance operational capabilities and overall service profitability.2. Analyzed the individual aftersales processes in terms of carmaker’s strategy and guidance on customer satisfaction, developed aftersales plans on escalating customer satisfaction in perspectives from regional and individual, and supervised the dealers’ implementation, so as to facilitate aftersales performance and CSI to fulfill the given targets.3. Manipulated regional dealers as well as coordinated the relevant affairs, such as unhealthy competitions between dealers, price consensus in the regional aftersales market etc.4. Shared and reported the information concerning about quality & technical defects to Technical Support Team and the other relevant resources, and monitored the proceeding of recall campaigns as well as other service activities. 5. Supervised individual parts business, collaborated with dealers to enhance the fulfillment rate of parts, especially in dealing with B/O.6.Facilitated dealers to handle the customers’ complaints properly, which means not only pay more attention to improving customer satisfaction, but also balancing the potential crisis events and warranty costs as well. Besides, it was necessary to participate in negotiating with customer in certain circumstances. Show less

  • Manager of Quality Issue and Complaints, Aftersales

    Apr 2011 - Sept 2015

  • Eastern Regional Support and Coordinator, Aftersales

    Jul 2008 - Mar 2011

  • Aftersales Regional Manager, Aftersales

    Aug 2005 - Jun 2008
• 

  PPzuche.com

  Sept 2015 - Apr 2016

  Senior Manager of Vehicle Maintenance

  1. Received and analyzed customers’ complains which mainly focus on vehicle problems and car accidents as well as service dealers’ faults via Call Center, so as to better understand them and then figure out the more reasonable solutions or procedures to improve customers’ satisfaction.2. Collaborated with Product Manager from R&D to investigate the requirements which based on survey and statistics of customers in order to pay attention to user experience and develop e-commerce aftersales functions integrated in PPzuche APP.3. Recruited and enriched the certificate dealers and repair centers to participate in PPzuche network, so that PPzuche can provide more convenient and efficient service to all clients.4. Extended and optimized multi-functional contents to fulfill the increasingly higher demands from customers ranging from car repairs, car pickup and delivery to the vehicle periodical maintenance step by step, which aim at covering all factors of car usage.5. Monitored and managed all above tasks work smoothly and reported KPIs in a timely manner. Show less

• 

  BAIC Group(Beijing Automotive Group CO.,Ltd)

  Apr 2016 - Apr 2018

  1. Implemented the inspection to the new dealers which just got the authorization, aiming to comply with the regulations and stipulations issued by manufacture.2. Planned and carried out the dealers’ on-site investigation and evaluation quarterly.3. Collaborated with third parties such Deloitte and JD. Power to rollout the dealers’ training programs, which focused on escalating the dealers’ profitability, operational capability as well SSI and CSI.4. Other tasks and projects, such DLM and DOS revision, compiled by Network Dept. Show less 1. Contacted with the new dealers and inspected the aftersales’ hardware and facilities precisely matched with the standards published by manufacturer.2. Periodically carried out the surveys about the vehicle’s quality issues from the dealers’ points of view.3. Tentatively implemented the cooperation between dealers, manufacturer and e-commerce vendors.4. Participated in the conferences organized by the academic institute and the authority.5. Other specific tasks and surveys organized by director or senior manager，such as fast repair procedure, insurance policy and service reservation interface etc. Show less

  • Manager of Network Operations

    Oct 2016 - Apr 2018

  • Manager of Service Planning and Standardization

    Apr 2016 - Oct 2016
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  IVECO

  May 2018 - now

  Manager of Network Development and Training Coordination

  1. Enroll the new dealers and workshops in accordance with the annual development strategy. 2. Develop the scoring matrix for dealers to better evaluate annual performance and prepare know-how report subsequently.3. Inspect and assess the onsite network operations and escalate the performance through efforts of network contribution.4. Be responsible for documents management regarding new & renewal contract, and refresh the profiles of dealer and staff mapping in a timely manner. 5. Collaborate with global training team to roll out training projects locally, including but not limited to Training Need Assessment, Web-based training as well as Classroom training.6. Compile and manage the budget from the perspective of ND function.7. Synergize the internal peers to roll out projects and other tasks appointed by Line Manager. Show less