Pierre Tsang

Responsibilities

• Leading and developing high-performing regional team of six, focused on delivering customer projects and transformation initiatives.
• Overseeing project and tender prioritisation in alignment with business and customer needs.
• Managing resources and operational costs efficiently while maintaining delivery excellence.
• Acting as key escalation point for customer-critical issues, ensuring resolution and continuous improvement.
• Engaging with senior leaders across organisation to align on delivery capacity and capability.
• Championing governance and adherence to Roche project methodologies and frameworks.
• Coaching and mentoring team to grow their capabilities and deliver outstanding outcomes.
• Representing region in cross-functional strategic discussions and transformation planning.

Major Achievements:

Articulated major transformation of organisation structure and way of workings from wide-spread national to focused regional approach.

Responsibilities:

• Leading and developing a team comprises of Project Managers, Workflow Consultants and Installation Engineers to deliver high quality customer project execution.
• Prioritizing team resources based on business needs
• Guide team to develop comprehensive project plans for successful execution.
• Implementation of strategic initiatives for business growth.
• Collaborated with different department heads, ensuring alignment with overall company objectives whilst executing projects.

Major Achievements:

Established an operation team of 10 professionals from ground up in 5 months, including recruitment, onboarding, training and performance managing. Delivering capacity to help other teams' project beyond my team's scope.

Responsibilities:

• Enhance financial sustainability on Customer Support Team operation efficiency, cultivate cost sensitive awareness for field team, collaborate with Finance team for data insights on service spending.

Major Achievements:

• Created idea to visualize cost elements of CS team using "Heat Map".
• Presented to various stakeholders across teams to increase awareness and buy-ins.

Responsibilities:

• Leaders development/ Supervisors coaching. Team operations principle and values construction. SIQ Data Quality Monitoring. Service Revenue Monitoring. Business Plan submission and execution. Budget planning and monitoring. Resources planning.
• RDHK Leadership Team role: Directives decision making. Guideline and policy making. Line up organization with company goals.

Major achievements:

• Lead Customer Support team (Applications and Service Engineers) to setup and realized "RDHK CS Academy" - linking all locally created internal training classes into Cornerstone system and archived training materials for new staff training thro Cornerstone system
• Renovated the culture of CS Team leading: Stopped routine reporting on Monthly Meeting and encouraged ideas sharing and learning sessions presented by all levels of team members. At end of one year, 50+ ideas and topics were shared in CS Team Monthly Meetings by more than 20+ colleagues.
• Core member of APAC Regional "APPSolutely" initiatives team. Aimed to increase value awareness of Applications in region and create infrastructures for Specialist training and development needs. Also to setup network community for Applications in APAC.
• Implemented new CRM software providing quicker solutions to customer queries.
• Oversaw daily operations, guaranteeing seamless customer experience.
• Pioneered new approaches to problem-solving that increased efficiency.
• Enhanced team morale with regular feedback and recognition sessions.

Responsibilities:

• Setup and define local Biosafety policies and measures to comply with corporate directives and protect employees.

Major achievements:

• One-take passed Roche internal Quality audit and Health and Safety audit with satisfactory comments.
• Role model for neighbour country teams in setup of biosafety measures.

Responsibilities:

• Oversee Applications Team operations for Clinical Chemistry and Molecular Science products,
• Applications KPI monitoring, Tender Review,
  Resources Planning, QN/SBN Approval, Team Development, People Development, Internal Training

Major achievements:

• Defined and setup "Local Applications KPI" - Capturing % of case closing in CRM in pre-defined days range as benchmark of customer service level and performance measurement, as well as indicator for Applications Supervisors and Specialist for areas which needs attention.
• Created and executed local Liat support model for RDHK
• Assisted RDHK to smoothly and professionally integrate all BA Applications (Chemistry, Molecular, Tissue, Life Science) into single Applications Team over 3 years.
• Created dedicated Applications "Implementation Team" to focus on CPS project execution on Applications part (system evaluations, workflow coordination and customer training)

Responsibilities:

• Project Manager of Prince of Wales e801x4 + MPA Lab Automation System Project

Major achievements:

• On-time completion of large scale LAS project
• Accelerated transition for customer to new generation assays

Responsibilities:

• Oversee Applications Team operations
• Applications Team KPI monitoring,
• Tender review
• Resources planning, Recall Notifications approval, team development, people development, internal training,

Major Achievements:

Organized the first Applications Team-driven Customer Support Workshop for clients. Became a role-model case for subsequent team-driven workshops.

Responsibilities:

• Project Manager of Macau General Hospital c6000 + E170 + p612 Lab Automation System Projects

Major achievements:

Successfully deliver the project when being assigned in the middle of implementation. Resolving a crisis of under-capacity of original proposal and restoring customer's confidence.

Responsibilities:

• Applications Support for Clinical Chemistry and Immunology products to HK and South East Asia countries. Product coverage: Dxc600, Dxc800, Dxi800, Immulite 2000, IMMAGE 800 Protein Chemistry Analyzer.

Major achievements:

Independently completed an ISO 15189 scale evaluation project for 2x DxC800 and DxI800 systems from planning to delivery.

Responsibilities:

• Regional technical support (2nd line support) to Clinical Chemistry / Immunology product and Blood-banking products to APAC Countries.
• On site training to affiliates staff for new launch products.

Major Achievements:

Accelerated countries adoption of newly launched clinical diagnostics systems.

Responsibilities:

• Supervising and training of junior specialists.
• Field application support for Clinical Diagnostics instrument including Vitros 250, Vitros 950, Vitros 5,1-FS Fusion. Vitros ECi / ECiQ. Blood-banking instrument including BioVue, Autovue, Autovue INNOVA.
• Customer operation training and applications installations.
• Demonstration of instrument to potential customers
  

Major achievements:
Enhanced customer loyalty via organizing applications-driven post sales workshops.

Responsibilities:

• Operations of Beckman CX-7 Chemistry Analyzer.
• Complete clinical laboratory routines as per standard practices.