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Speaker Bio
Prof. Dr. Ulrich Hermann
Chief Digital Officer, Member of the Executive Board
With his focus on expanding digital business models at Heidelberg, Ulrich Hermann has been appointed member of the Management Board in 2016. As proven expert in digitization, he is steering the company’s ongoing digital transformation as Chief Digital Officer and runs Heidelberg’s global digital business, software and services division. Ulrich has been successful in realigning conventional business models throughout his career. Most recently he was heading the business of Wolters Kluwer in Germany and Central Europe, which transformed from a traditional publisher into a pure software business model over the last decade. Prior to this, Ulrich holds CEO positions at Süddeutscher Verlag and Bertelsmann AG. He graduated in mechanical engineering from University Aachen and M.I.T., Cambridge, gained his doctorate in business economics in St. Gallen in 1996 and today contributes as Honorary Professor at Allensbach University, currently with courses in digital business transformation.
Frank Debus
Vice Present of Customer Services Managed Logistics
Siemens Healthineers GmbH
Dr. Frank Debus is Vice Present Customer Services Managed Logistics within Siemens Healthineers.
He is with Siemens since 1994 in different roles and departments. After his early years in Management Consulting he held several management positions in different businesses. As Head of Customer Services Managed Logistics he is globally responsible to drive innovations in the Service Supply Chain, improve customer intimacy through customer focused supply chain solutions, leverage technology trends for efficient and performing supply chain process within the Service delivery and is accountable for global Service Supply Chain Operations.
Mike Xu
Chief Operating Officer
Embraer China
Mr. XU Shi Xin has taken over the position of Chief Operating Officer of Embraer China since the beginning of 2019, overlooking the entire organization of the company with focus on Customer Support & Services business in Grand China Region including Hong Kong, Macau and Mongolia. Prior to this position, Mr. Xu was the Director of Field and Engineering Service & Support of Embraer China, leading Embraer China Customer Account Manager and field service representative team in order to achieve excellence result of customer satisfaction and fleet performance.
Mr. Xu was graduated from Northwest Polytechnic University in the year of 1996 and has started his career in China Eastern airlines mainly focusing on aircraft maintenance and engineering management.
15 years with Embraer, Mr. Xu has gained wide knowledge and rich experience on aircraft maintenance, material solution, customer care solution and other aftermarket services business. Under his leadership, Embraer China customer support team is always ranking the first in terms of customer satisfaction and technical support.
Education Background
2003 – 2006 MBA Study
Lanzhou University
1992 – 1996 Undergraduate Study
Northwest Polytechnic University majoring in Aerospace & Aeronautic Manufacturing & Design
Joseph Chua
Strategic Services Director, APAC
Abbott Laboratories
Joseph Chua has 21 years of experiences in Healthcare industry, worked in various function from Business Development, Healthcare informatic consultation to Service operation, in difference multinational companies. For past 6 years, Joseph has been leading the countries service team, driving commercial and operation excellence, which delivered customer satisfaction and revenue growth for the service business.
Recently, Joseph took on a new role with Abbott as Strategic Service Senior Manager, APAC region, with the responsible to implement and maintain the effectiveness of service operation system, and develop service strategies for the region as enabler to drive grow. Field Service optimization is one of the key area to deliver productivity & customer delight, by leveraging Lean processes, Technology and Data Analytics.
Joseph Chua graduated with a Bachelor of Engineering in Electrical and Electronics from the University of Hertfordshire, UK in 1996.
Prior to his leadership positions in Abbott Laboratories, Joseph Chua was the Country Service Manager & Informatic Business Manager for GE Healthcare, Asean. Prior that he was Image management Consultant for Siemens Healthcare, Asia Pacific and Business Manager for Agfa Healthcare, Asean.
Wang Yan
Service Director
Haier Group
• Aug,2004-Dec,2004 Haier Quality Director
– Responsible for quality assurance and improvement of the washing machine products
• June,2011-July,2013 Haier Overseas Technical and Quality Director
– Responsible for Haier overseas service technical and quality support
• June,2013-July,2014 Haier Europe Service Director
– Responsible for service management of Haier European
• Aug,2014-Today Haier Overseas Service Senior Director
– Responsible for the overseas service system construction, service process optimization and service experience improvement
Qiliang Zhang
高级工程师,中国信息化专家库专家,江苏省 “333高层次人才培养工程”人员,国家两化融合管理体系参与起草人员,江苏省企业信息化专家组成员,曾任徐工重型计算机研究所副所长,现任徐工集团信息化管理部部长,首席信息官。先后荣获“2010年中国制造业杰出CIO”、“十一五”两化融合十佳人物”、“2010年推进两化融合领军人物”、“2011年度最具价值CIO”、“十大推动人物” 、“2012年度中国优秀CIO”等荣誉称号。负责制定了徐工集团信息化“十二五”战略规划并实施,拥有13余年的大型企业IT规划和实施部署经验,企业信息技术开发应用知识深厚,具有很高的信息化前瞻性和创新能力。在张启亮同志的负责下,建设完成徐工集团全价值链一体化管控平台,包含ERP、CRM、SRM、MES、HR、DMS、BI、等系统,综合效益显著,2011年上线国内行业首家集采信息化平台,2012年电子商务促成销售20亿元,建成行业内的首家工程机械物联网应用研发中心,搭建多个徐工全球化的信息化平台,目前徐工的信息化整体水平达到国内领先,部分达到国际先进水平。张启亮发表4篇核心论文,76项软件著作权,3项发明专利,1项国家级成果一等奖,2项部级成果一等奖,多次获得国家级信息化荣誉。
Mikko Tepponen
Vice President, Digital Product Development
Wartsila Plc
Mikko Tepponen is the Vice President, Digital Product Development in Wartsila Plc. He is also a Board of Directors member in Etteplan Plc. Wärtsilä Digital was founded in 2016 to support the organization in its digital transformation through accelerating key strategic business initiatives and enabling the employees to leverage digital to widest extent. Mikko Tepponen has worked at Wärtsilä since 2015. Prior to Wartsila he has held several management positions in other Finnish industrial companies and digital consulting agencies. Mikko has a M.Sc. (Eng) degree. On his spare time he participates in Ironman Triathlon competitions.
Juha Pankakoski
Executive Vice President, Technologies
Konecranes Plc
Juha Pankakoski is the Executive Vice President, Technologies in Konecranes Plc. He is also a member of the Group Executive Board. Konecranes Technologies organization is responsible for innovating, researching, creating, supporting and evaluating components, modules, and concepts used in product designs and configurations, solutions that make our products smarter & connected with their surroundings, and IT tools and services that Konecranes provides to its customers and uses to run business processes. Juha Pankakoski has worked at Konecranes since 2004. He has previously held several management positions in business operations and development at Konecranes, both in Service and Equipment. Juha has a M.Sc. (Eng) degree and an eMBA. Before joining Konecranes Juha worked in telecommunications and IT.
Andreas Reddemann
VP, Head of Global Service Food Sorting
TOMRA Sorting GmbH
Andreas Reddemann is Vice President Global Service of TOMRA Sorting Solution Food. TOMRA is a global acting company producing high-tech Sorting machines for ensuring food safety and quality. Andreas Reddemann has a profound background in After Sales business and more than 20 years’ experience in leading global service organizations. Directly after his studies in mechanical engineering at the RWTH Aachen he focused on industrial after sales and gained his first hand practical experience as a consultant for development of the service in the machine and plant manufacturing industry.
Andreas philosophy has always been to work on the two main directions of service, delivering highest customer satisfaction and realizing sustainable business growth. He has done this for various technology leading companies out of the automation industry, power generation and propulsion equipment, construction equipment and machine building industries. Andreas was one of the first who consequently developed a modular, marketable service portfolio including all aspects of defining service products and professionalism of the service sales. Parallel to his career in the company, he held various seminars on the topics of service marketing, service strategy development and other topics of industrial service.
Rajesh Nath
Managing Director
VDMA India
Mr. Rajesh Nath has more than 27 years of experience working in various industries in Germany and India. He is accorded the "Cross of the Order of Merit" - highest civilian award from the German President, for promoting Indo-German Trade.
He has a degree in Bachelor of Engineering (Mechanical) with distinction. He also has a Business Management Degree (First Rank, Gold Medal). Further he did an International Business Program from the reputed Indian Institute of Management (IIM), Joka in 2004.
Mr Nath joined the Indian office of The German Engineering Federation (VDMA) as General Manager in 1999. He was appointed Director of the company in 2002. Since 2008, he is heading the organisation as Managing Director. During this period the export of German machinery to India has increased almost 6 folds and the number of VDMA members in India now stands at around 550.
Mr Nath started his professional career in Germany with Rheinische Kalksteinwerke, Wülfrath where he worked from 1991 – 1993. He then joined KHD Humbold Wedag, Koeln in Environmental Technology Division and worked there from 1993 till 1997.
Mr. Nath is a Fellow Member of International Council of Consultants, Member of Institution of Engineers in India, Fellow member of Mining, Geological and Metallurgical Institute (MGMI) and other well know bodies in India.
He is also actively involved in social work with the NGO – KADAM which provides livelihood solutions to women and youth in the rural areas. ”
Steve Tu
Vice President Service, Asia
FOSS Analytics A/S
Mr. Steve Tu, Vice President Service, Foss Asia. Steve has been working in the area of technology service for over 20 years in different roles. As VP Service, Steve is leading the field service teams in countries of Asia region at FOSS Analytics A/S who is the #1 supplier of analytical instruments for the food/agri sectors . In addition he has established and now is heading the company’s global support center of CA products line and Asia technical team of NIR/FTIR products line to efficiently serve the area with high business growth rate. Steve takes responsibility for service related initiatives and projects with the goal to improve customer satisfaction, employee satisfaction and to increase efficiency of the service organization.
Steven Tang
China General Manager, Digital and Telematics
Steven Tang is leading the digital transformation for Cummins China across all business units. His team design, develop and deploy digital and Telematics solutions to improve end user (driver, fleet, dealership) experience as well as upgrade internal operational efficiency in engineering, supply chain, quality, sales marketing and services. His team also develop the ecosystem partnership with OEMs, auto components and internet companies to build connectivity and go to market channels. In addition, his team develop and operate the enterprise IoT and data lake to enable the digital and big data services to both internal and external customers.
Prior to his current role, Steven was the China General Manager of Cummins Electronics and Fuel Systems (a Cummins Business Unit) where he had full P&L responsibility across engineering, sales marketing, purchasing, supply chain, manufacturing and services.
Prior to that, Steven was the General Manager of Cummins China Parts Distribution Center (a Cummins internal x-BU supply chain and logistics service provider) where he led supply chain and IT transformations for both Cummins China operations and global distribution.
Prior to Cummins, Steven was a Strategy Consultant at Booz & Company, advising strategic agenda for CEOs and public sector officers on growth strategy, new technology, city planning and organizational design. And prior to Booz, Steven worked for Dell and Oracle in marketing, business development and services both in the US and China. Steven also worked for a China-based mobile apps startup in its product management group.
Steven holds a Bachelor degree in Computer Science from Shanghai Jiaotong University and a MBA from Sloan School of Management at MIT.
Harry Qi
Senior Manager Digital Technology
BMW Brilliance Automotive Ltd
Mr. Harry Qi, Sr. Manager Digital Technology of BMW Brilliance Automotive Ltd., graduated from the Institute of Disaster Prevention of China in Automation. With over 15 years of Information Technology experience in Automotive industry, he has been responsible for multiple roles and management positions like Sr. Manager IT Infrastructure & Operations, Data Privacy Protection Officer and current in the position of Sr. Manager Digital Technology in BMW Brilliance Automotive Ltd.
Start from 2015, he leading the team in BMW Brilliance Automotive established the IMC(Innovation Management Council),which started the digitalization transformation journey in the company. As one of the prove of the achievements, BMW Brilliance Automotive Ltd. won the award from IDC China for Leading Company Digitalization Transformation in Nov. 2016.
Today he is responsible for realizing the digital technologies implementation in the company in R&D, Manufacturing, Sales and buildup digital modern working environment. As important of the competences shift, develop a digital competences team, “fail fast, learn fast, fix fast” culture transformation in the organization.
Douglas Lim
Asst VP, Head of Customer Service
TPV Technology
• Educational background :
– Bachelor of Science, National University of Singapore (NUS)
– Masters in Technology Management, University of Queensland (UQ)

Over the years, I had about 18 years of working experience in the Aftersales Service sector, spanning different industries (Banking, IT, Home Appliances, Mobile, and Industry Hardware), and likewise different company and country cultures (local Singaporean, Japanese, Korean, American, European, Taiwanese and Chinese). I have intensive knowledge in Aftersales framework, SOPs, KPIs, BPM, OBM and ODM support, cross-culture and cross-industry management, and Change Management

Career of Douglas Lim
20 years of experience in regional Aftersales Service
• TPV Technology (licensee for Philips TV, MNT and Audio)
– Asst VP, Head of Customer Service (Globa)
• Midea Group
– Head of Customer Service (Overseas)
– Head of Logistics (Overseas)
– Head of Business Process Management (Overseas)
• ASUS Singapore Pte Ltd
– Senior Manager, Customer Service (SEA)
• Logitech Singapore Pte Limited
– Senior Manager, Customer Care (Asia Pacific)
• Black & Decker Asia Pacific
– Customer Service Manager (Asia Pacific)
• Samsung Asia Pacific
– Assistant Manager, Customer Service Operations (SEA, India, AU)
• Toshiba Singapore Pte Ltd
– Senior Specialist, Technical Support (Asia Pacific)
• United Overseas Bank (UOB), Singapore
– Senior Officer, Technical Support & Project Management
Deputy GM-After market business Division
LiuGong Machinery Corp
1. 2008.3-2009.12柳工配件公司副总
2. 2010.1-2010.12柳工配件事业部副总,柳工配件公司常务副总
3. 2011.1-2011.12柳工配件事业部副总,柳工配件公司总经理
4. 2012.1-2014.12柳工后市场事业部副总,柳工配件公司总经理
5. 2015.1-2017.6柳工后市场事业部配件公司常务副总
6. 2017.7至今柳工后市场事业部副总经理
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