Kelvin Erl

A dynamic and energetic individual who is polished and professional in both appearance, personal interaction, and all communications. Ability to combine technical knowledge with sales skills to act as a primary contact for product demonstrations, client needs assessments and the development of technical specifications. Long track record of not only promoting the sales, testing and repair of products, but also in training and mentoring of junior staffs. Possessing superb communication skills with capability of simplifying and communicating complex concepts to a non-technical audience.

Minerva Works Pte Ltd

Customer Service Manager Current 

• Develops strategies and plans to generate sales orders proactively. 
• Develops new major accounts. 
• Evaluate performance of new products. 
• Initiate and implement new service policy. 
• Establish close relationship and rapport with decision makers and key buying influencers in the assigned accounts. 
• Customer satisfaction management. 
• Provide sales support to fulfill any sales enquiries and orders. 
• Attend to incoming enquiries and preparation of quotation. 
• Monitor projects / quotations and coordinate with management in pursuing projects. 
• Work and liaise with factory. 
• Achieve overall objectives in respect to sales budgets and targeted accounts. 
• Conduct technical training. 
• Lead a team of customer service engineers in performing their roles effectively. 
• Attend to any escalation issues

HP Inc. , HPSQ

Technical Marketing Engineer 2018 ~ 2022

• Champion field/Current Product Issue learning to the development team/Current products engineering team, drive product and customer experience improvements to ensure a differentiated product and support experience is delivered.
• Lead management updates and reviews on program/quality status – internal & external business partners.
• Works actively with the program team, support partners and management team during program end game and ramp period to manage late/ramp issues.
• Track, monitor, and report on product/customer experience performance of in-market products in partnership with CA support and warranty analysts.  Enact appropriate problem-solving and project management approaches to contain and resolve issues quickly and thoroughly.
• Escalation Communication and Management - take ownership of escalated customer issues from call center, social media, onsite, marketing centers, printer partners, engineering. Drive field issues and escalations to full closure
• Mine data from various sources and support the business with recommendations.
• Garner learning from current product issues resolution, and feed forward learning to future programs.
• Champion the analysis of customer sentiments from the field and drive actions to improve quality and experience.

BROTHER INTERNATIONAL SINGAPORE PTE LTD

Assistant Product Manager + Solution Consultant [ASEAN]  2010 ~ 2017

• Product launch – plan the launch of new products and releases and manage the cross-functional implementation of the plan + Preparation of supporting materials – Press Release, Launch Kit, Brochures, Presentations etc.
• Conduct product training for ASEAN subsidiaries including export countries (Sri Lanka, Cambodia, Myanmar and Maldives) – communicate the value proposition of the products to the sales team and develop the sales tools that support the selling process of scanners
• Support ASEAN subsidiaries in channel development activities – Partner meetings/trainings, Solutions discussions etc.
• Develop sales and marketing strategies to drive demands for scanners in ASEAN subsidiaries + export countries. Achieving from US$0 to US$3 million revenue in 3 years 2013 ~ 2016
• Channel development in Singapore (cold calling, meeting and discussions with potential scanner partners)
• Review inventory levels and ensure product availability in the region.
• Providing presales consultation for ASEAN subsidiaries. Closed multiple projects ranging from 100units ~ 1000units worth between US$30,000 ~ US$500,000 
• Attend meetings with potential Clients to determine technical and business requirements and ensuring that all necessary information is collated prior to producing a solution 
• Provide technical solutions in a professional manner and to agreed timeframes 
• Create and confidently deliver technical presentations internally and externally 
• Deliver training on solutions and provide product support to channel partners and internal stakeholders
• Develop printing related solutions applicable to the region (Eg. Print Management)
• Liaise with HQ engineers for solution customization support

BROTHER INTERNATIONAL SINGAPORE PTE LTD

Sales Manager [Singapore]  2008 ~ 2010

• Develop sales strategies to achieve company sales target with growth
• Oversee the activities and performance of the sales team
• Set individual sales targets with sales team
• Monitor the achievement of sales objectives by the sales team
• Evaluate performance of sales staff
• Provide feedback, support and coaching to the sales team
• Plan and direct sales team trainings
• Control expenses and monitor budgets
• Resolve conflicts arising from market situation, pricing issues, dissatisfied customers etc.
• Present sales, revenue and expenses report and realistic forecasts to the management team
• liaise with other company functions to ensure achievement of sales objectives

BROTHER INTERNATIONAL SINGAPORE PTE LTD

Assistant Manager [ASEAN]  2004 ~ 2008

• Maintains and improves product and service quality by completing product, company, system, compliance, and surveillance audits; investigating customer complaints; collaborating with other members of management to develop new product and engineering designs, manufacturing and training methods.
• Prepares quality documentation and reports by collecting, analysing and summarizing information and trends including failed processes, stability studies, recalls, corrective actions, and re-validations.
• Developed , implement and maintained EMS strategy meeting with ISO14001 standard.
• Work with HQ CS engineers to troubleshoot reported issues and develop necessary remedies to rectify issues.
• New product evaluations to provide feedback to marketing department for GTM strategy planning.

BROTHER INTERNATIONAL SINGAPORE PTE LTD

Technical Executive [ASEAN]  2000 ~ 2004

• Supervises technical staff that are responsible for local technical repair operations (Singapore). 
• Assigns and coordinates work assignments and resolution of critical technical and procedural problems (Singapore).
• Assisted in setting up of regional Service Centre in Thailand, Philippines and Malaysia
  • Setting up of support infrastructure for service partners
  • KPI setting and measurement for service partners
  • Establish feedback loop with service partners for case escalations.
• Manage and establish field service spare parts list, training and support for selected service partners (ASEAN)
• Ensure product repair and technical support knowledge is transferred to the Technical Service team (ASEAN)
• Monitor work procedures, work schedules, and expedites workflow (Singapore)
• Study and standardize procedures to improve efficiency of Technical Services team (ASEAN)

BROTHER INTERNATIONAL SINGAPORE PTE LTD

Technical Officer [Singapore]  1997 ~ 2000

• Provide service and customer support on-site and in-house
• Provide training for new technicians and helpdesk personnel
• Install, maintain and repair a wide range of products technologies – Laser, Inkjet, Thermal and Thermal Transfer
• Troubleshooting-determine causes of operating errors and taking action to remedy the problem for both hardware and software

Diploma in Electronics & Communications Engineering – Singapore Polytechnic

Customer Service Excellence – American Institute of Customer Management & Relationship Sciences

Managing Performance through Leadership – Singapore Institute of Management