U.S.-based Sitara Networks, provider of QoS (Quality of Service) networking products for enterprises and telecom service providers, intends to set up a regional service support organization and service center in Singapore and has appointed Larry Lai as customer services director to head the initiative.
The company locates its Asia Pacific headquarters in Hong Kong, with offices in Singapore, Seoul, Tokyo, Beijing, Shanghai and Sydney.
"Larry's proven experience and expertise in customer service will be a great asset to our Asia Pacific operations. We look to him to set up a regional service support center in Singapore and provide excellent support services for our customers and channel partners in the region," said Ehud Weizman, vice-president and general manager for Sitara's Asia Pacific operations.
Lai will oversee Sitara's post-sales technical support, manage its maintenance service program, and provide professional consulting services in the Asia Pacific region - tasks he is not unfamiliar with if his more than 20 years of customer/technical support and professional services experience is anything to go by.
Before joining Sitara, Lai was responsible for developing 3Com's customer support organization and setting up its professional services in Asia Pacific. He had also headed Verifone's Asia Pacific Technical Support Group.
Said Lai, "My team and I are fully committed to providing the best support service for our customers. Apart from the regional service support center in Singapore, we will set up parts banks in key cities in Asia Pacific so as to bring our support closer to the customers. To ensure greater efficiency, the service support center will be equipped with an advanced call center system."