I Hsun Chen

Training:

• Focusing on enabling regional presales and sales engineers, and providing comprehensive support for global customer proof-of-concept (POC) activities.
• Deliver technical enablement programs to partners, ensuring they are well-equipped with the necessary knowledge and resources to effectively represent and deploy our solutions.
• Oversee the technical aspects and infrastructure setup for marketing events and conferences, ensuring seamless execution and impactful demonstrations.
• Standardize and implement internal training programs, including Associate-level Certification, to maintain high standards of technical proficiency and consistency within the team.

Post-Sales Support:

• A support team member to participate in architecture discussions with the Key Accounts (Alstom) and to deliver their wireless projects on time.
• Guide Key Accounts to collect required device logs and information to increase the solve rate time.
• Engage with Key Account's management team to translate business needs into technical and operational plans.
• Narrowing down the problem through problem analysis and/or replicating the problem in the Lab.
• Champion and advocate for Key Accounts and bring their feedback and escalation to internal organizations.
• Prepare a solution or workaround in collaboration with PM/Sales/R&D to deliver to Key Accounts.
• Guide Key accounts to complete installation, and configuration in the customer solution environment.
• Assist in product testing to provide a better user experience.
• Involvement in the new product development phase (NPDP) to ensure the product includes the right service functions and meets user requirements.

Technical Training Team:

• 1. Standardizing training material and making sure we have targeted the right audience.
• 2. Re-creating the training material content starts from designing the courses to completion.
• 3. Project owner for evaluating new training platform.

Management:

• 1. Mentoring for newcomers.
• 2. Assigning cases to the team members.
• 3. Enhancing the operation to make the system more efficient.

Pre-Sales Job Description:

• 1. Provide training and demonstrate new solutions for our channel partners to achieve brand awareness and how our solution can fit their scenario.
• 2. In charge of special projects starting from checking the spec from RFP and see if we comply, if not, will take it internally and decide if we need to support this.
• 3. Support the customer to complete PoC.
  4. Support customers to choose the most appropriate solutions.
  
  Post-Sales Support:
• 1. Guide SI and distributor to collect required device logs and information.
• 2. Narrow down the problem through problem analysis and/or replicate the problem in Lab.
• 3. Prepare a solution or workaround in collaboration with R&D and SI.
• 4. Guide SI complete installation, and configuration in customer solution environment
• 5. Coordinating resources between different departments, such as PM, and RD teams to escalate customer issues.
  6. Provide market feedback to internal teams, to enhance the user experience of our products.
• 7. Assist in product testing.
• 8. Involve in the new product development phase (NPDP) to ensure the product includes the right service functions and meets user requirement
• Management:
  1. Leading the WIFI support team members of around 6 people.
• 2. Improve the team closing successful statistics from 40% to 60 %
  3. Providing training lessons for members to prepare the necessary knowledge either by writing technical documents or testing with QA.
• Social Media
  1. Maintain the Facebook Forum Page to provide both marketing and support information to end customers.
• 2. In charge of the Youtube channel,please refer Youtube Project section.