Work experience

• Customer Support Manager

  Kornit Digital Asia Pacific Ltd

  2018.11-Current

  (7 years)

  (Nov) 2018 - (Present) Kornit Digital (KRNT) is a global leader in sustainable digital textile printing with over 800 employees and headquarters in Israel. ⚫ Global Presence: Regional offices in the US, Germany, Hong Kong, China, and Miami support sales, marketing, logistics, and customer service. ⚫ Innovative Technology: Market-leading direct-to-garment (DTG) printers with a waterless process, eliminating pretreatment, steaming, and washing. ⚫ Sustainability Focus: Eco-friendly, on-demand printing solutions reducing water waste and pollution. ⚫ Software Leadership: KornitX software enables enterprise-level on-demand textile production. ⚫ 3D Printing Expansion: Acquired Voxel8 (2021) to add advanced 3D decorative and functional capabilities. ⚫ Global Reach: Serves 1,400+ customers worldwide with a network of 45 partners. Kornit combines advanced technology, sustainability, and innovation to lead the digital printing industry. Responsibility Here is some of my job arrangement & function: For Installation: Planning and Coordination: Reviewing project requirements and specifications. Collaborating with project managers, architects, and other stakeholders to understand installation scope and timeline. Developing installation plans and schedules. Coordinating with contractors / distributors, technicians, and other personnel involved in the installation process. Equipment and System Installation: Overseeing the installation of electrical and mechanical systems, equipment, and components. Ensuring compliance with industry codes, regulations, and safety standards. Verifying that the installation is carried out according to design specifications. Troubleshooting and resolving any issues or conflicts during installation. Conducting quality checks and inspections to ensure proper installation. Testing and Commissioning: Conducting tests and inspections to verify the functionality and performance of installed systems. Identifying and resolving any issues or deficiencies found during testing. Coordinating with technicians and specialists to perform specialized tests and calibrations. Documenting test results, generating reports, and maintaining installation records. Documentation and Reporting: Creating and maintaining installation documentation, including as-built drawings, manuals, and operation guides. Documenting any changes or deviations from the original installation plan. Collaborating with the project team to ensure accurate documentation and reporting. Training and Support: Providing training to APAC’s end-users / distributors and maintenance personnel on the operation and maintenance of installed systems. Offering technical support and assistance during the initial stages of system operation. Addressing user queries and providing troubleshooting guidance. Duties Successful managed department size: 18 Headcounts consisting of leads, engineers and technicians. HK:2x service administrators, 3x engineers.Others engineers local in different APAC regions (China, Australia, Japan, Taiwan, India, Singapore and Indonesia) Ensure Customer & Partner satisfaction by providing level 1-3 technical assistance and resolved 90% of escalate issues on KDAP regions. From original reporting to service director changed reporting to service director and president of APAC within 9 months. Remote Support Leader/Manager is the first point of contact for our customers and partners. I’m “Go To” person for all technical related requests coming via Skype, teamviewer, Anydesk, Whatsapp,Wechat, Phone and Email. Improve efficiency of support and case handling to minimize backlog. Provide accurate updates to customers through data entry into CRM database (Salesforce). Improve remote success rate by analysis and action plans. Provide timely and complete resolution of escalated issues and concerns raised by customers, team members, or peers. Liaison between Kornit to partners and customers. Dispatch case to support engineer or Level-2 team (specialist) for further support, and dispatch engineer onsite if needed. Diagnose hardware and software problems, assess system status, prioritize and determine the proper course of action. Identify Service and Spare Parts needed for replacement and assist the Administrators (OMteam) on Spare Part related questions. (Aug) 2012 - (Nov) 2018 Key Account Quality Manager Delta Electronics, Inc. (Chinese: 台達電子工業股份有限公司); Taiwan/China • Founded: 1971 • Global Leader: o Switching power supplies (since 2002) and DC brushless fans (since 2006). o Highly efficient products: power supplies (90%+), telecom power (97.5%), PV inverters (98.7%). o Developed the first 80 Plus Titanium-certified server power supply (96% efficiency). • Global Presence: Operates in Taiwan, China, Europe, India, Japan, Singapore, Thailand, and the U.S.