Experience

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  Roche

  Oct 2002 - Dec 2014

  Area service manager

  > Oversee and managed a support team in line with providing an overall application and technical support for the East Malaysia and Brunei market.> Facilitated pre & post sales support tasks and actions including customer relationship management, budgeting & cost planning, product launch planning & support, contract discussion & negotiation, team building, troubleshooting skills.> Managed local support facilities including repair workshop, refurbishment centre, spare part inventory.> Worked together with regional training centre to organize technical support training, training content design & delivery in order to facilitate local entities.> Cooperated with human resource to organize team members with softskills training. As the result, they are more equipped with the customer handling skill besides their technical knowledge.> Leaded a team to become problem resolution provider to customers.> Organized and implemented the Customer Call Centre to provide front line customer support services. Collaborated with Call Centre to develop the routine operations workflow in order to improve the customer satisfaction.> Implemented the distribution management strategy to improve technical service support and help in market penetration.> Managed and monitored the distributor performance. Organized technical training to distributor so that they able to handle the analyzer confidently. > Implemented key account management to improve customer loyalty, established long term key accounts collaboration and increased accounts profitability. > Contributed in company technical budget growth.> Able to provide and drive support concepts and blueprint, solutions, background and change processes in a diversity and multi-cultural working environment.> Involved in the project management protocol including :-1. Call Centre2. Distributor Management Strategy3. Key Account Management4. Product launching and planning.5. Lab Integration Workflow. Show less

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  Sbk niaga sdn. bhd.

  Jan 2015 - Apr 2018

  Business development & technical

  Oversee and managing across the business area including sales & marketing, after sales service support and logistics.Establishing business in region in order to achieve RM4.8 milion sales revenue in the first year of operation.Developing the local execution plan with global strategy guidelines, budgeting the cost management & containment, staff self improvement training, supplier & agent development, and customer relationship maintenance.Identifying local market, analyzing potential and establishing a competent customer base in region. Implementing distributor management strategy for company to improve coverage and market penetration.Bridging cultural differences with emphasis of local protocols and European business ethics to build a team with high energetic, ethical and moral members.Identifying product sourcing partners from Malaysia, China, and United States through volume leveraging and competitive alliances for product marketing strategy. Partnering with manufacturer companies to achieve quality and cost effective trading alliances which able to reduce the total landed cost.Sourcing and negotiating the cooperative forwarding agents (air, land, sea) and customs clearance in order to reduce the logistic cost by 15%.Developing long term strategy to grow business sustainably, profitably and ethically.Participating into process of application, workflow identification and implementation for the Goods Distribution Products of Medical Devices (GDPMD) certification. Improving daily operations via encouraging, training and coaching staff to implement process improvement techniques and risk analysis. Identifying and isolating device solution to operations issues, products shortage, product quality & technical issues and goods delivery which will influence the customer satisfaction. Show less