Name: Yoshinori Kobayashi
OBJECTIVE:
Position as Customer Service Engineer where my successful experience of the customer support, help desk, quality control, and business support in the IT industry would be of value.
Summary:
・ 6 year's experrience as a staff for the department of Customer Satisfaction Promotion
Customer complaint management
Customer problem solving
Internal process improvement activity
・ 5 year’s experience as a staff for the department of production control and quality control
Jobs related to production control and quality control
Making and maintaining ISO9001 standard documents
・ Knowledgeable experience with strong product claims and complaints from a customer request
・ 5 year’s experience as a sales response center engineer
Making and controlling product specifications and sales documents
Jobs related to sales promotion
・ 6 year’s experience as a technical and sales support engineer
Technical and sales support of servers, client PCs, and printer products
Customer service and technical support of network devices (switching HUB and routers)
My strong point:
・Excellent technical knowledge of UNIX, LINUX, and Microsoft Windows.
・Excellent communication and relationship-building skills with customers.
・Excellent ability to support the sales organization.
・ Strong interpersonal and teamwork skills.
Work Experience:
Jan 2011－Nov 2011 Pegatron Japan Inc.－Chiba Urayasu Maihama
Service Quality Management Manager
・Quality management system unit and unit board.
・ISO9001 Audit Management.
・TPS Process.
・Promoting business improvement company.
・Business improvement activities.
・Promotion of TQC activities.( Quality Assurance)
・Conference and meeting the quality requirements of our customers.
・Communication with headquarters in Taiwan.（The main mail）
・Support product Complain from customers .
Dec 2003 – Feb 2010 Hewlett-Packard Japan Ltd. –Tokyo
A staff for the department of Customer Satisfaction Promotion
As the sub leader of the customer satisfaction survey’s team, I performed the following jobs.
・The decision of schedules for customer satisfaction surveys cooperating with salespersons
・Operational improvements by Voice of the Customer.
・Making and updating the customer list which contains customer names who participated surveys
・Sending articles of thanks to customers who participated surveys
・Making the analysis report of survey results
As a staff of the complaint processing team, I performed the following jobs.
・Dispatching the information of customer complaints or product claims to the person in charge of them in HP
・Replying to customers about customer complaints or claims
(50 complaints or claims per month)
Oct 1996 – Nov 2003 Hewlett-Packard Japan Ltd. –Tokyo
A product engineer of Marketing sales response center
As a product engineer of Marketing sales response center, I performed the following jobs and contributed to the increase of sales volume greatly.
・Giving precise and accurate answers about questions of various products to salespersons, service engineers, system engineers in HP and HP partners.
・I was mainly in charge of UNIX servers, PC servers, workstations, and application products in 3rd parties.
As a window of technical questions to HP channel partners, OEMs, and customer support, I was in charge of the following products.
・Servers, network devices, and appliance servers.
And
Starting up the web site for sending useful information to various people and updating the web contents.
Dec 1990 – Sep 1996 Hewlett-Packard Japan Ltd. –Tokyo
A product and production engineer in the computer factory
As a product and production engineer, I performed the following jobs.
・Assembly, maintenance, and process control of overall products
・Customizing the parameters of products ordered by customers
・Ordering products or repair parts, and stock control of repair parts
・Technical guidance to new faces or temporary workers, and managing them
・An instructor of study meetings in the department
・Part control of the maintenance part warehouse
・Quality control and TQC activity
Mar 1989 – Nov 1990 Apollo Computer Japan Ltd–Tokyo
I joined Apollo computer Japan Ltd., but Apollo was merged with HP soon.
・Assignment to logistics department part control department
・Inspection of the maintenance part
・Send maintenance parts to on-site engineers
・Repair request to the U.K. factory of the maintenance part
・Dealing with complaints about maintenance parts
Sep 1983 – Mar 1985 Toshiba communication System Engineering Ltd–Tokyo
・Assembly and inspection business of the PBX telephone switchboard products
・ Education and training of the handling product
Education:
Mar/1989-Apr/1985 SANNO Junior University, Tokyo, Japan.
Management Information and Computer science.
Skill and Qualification:
Operating systems: Unix, Linux, MacOS X or 9.x, Windows Server, Windows XP or 7
Languages: C, BASIC
Databases: Oracle
Applications: SAP R3
PC Skill: Microsoft Excel, Word, Power Point, Access, Outlook, Adobe Photoshop
Language:
English: TOEIC score 600
Japanese: Native
神道夢想流杖術 古流 中段
杖道 4段
