王向南Roman Wang

服务产品经理 · 机器人服务产品Service Product Manager · Robotics Services

王向南 Roman Wang

专注智能硬件及机器人行业的服务产品管理与商业化——把技术、运营、交付与成本，设计成可销售、可交付的服务产品。 Service product management and commercialization for smart hardware and robotics — turning technology, operations, delivery and cost into sellable, deliverable service products.

售后技术支持After-sales Tech Support→ 服务体系运营Service System Ops→ 海外服务运营Overseas Service Ops→ 服务产品经理Service Product Manager
2019 —起深耕智能硬件与机器人服务in hardware & robotics services since 2019
250+款产品售后体系设计products' after-sales systems designed
0→1搭建机器人海外售后体系overseas robot after-sales system
查看职业历程View career

关于我About

我是王向南，北京邮电大学世纪学院物联网工程专业本科毕业。职业生涯始于小米中国区服务部，先后在小米（3.5 年，智能硬件）和猎户星空（服务机器人）从事售后技术支持、服务体系运营与海外服务运营，现于北京京东服务科技有限公司（京东集团）担任服务产品经理，负责机器人服务产品。

一路走来，我的工作从解决具体的技术问题，逐步延伸到建设服务体系、设计服务产品与推动服务商业化。我的优势在于贯通多个环节：研发技术、服务运营、国际化交付、成本管理、产品设计与商业化——既能和研发讨论可维修性与工程变更，也能和销售、财务一起把服务做成有竞争力、有毛利的产品。

I'm Roman Wang (王向南), with a bachelor's degree in IoT Engineering from Beijing University of Posts and Telecommunications Century College. I started at Xiaomi's China Service Department and have worked across after-sales technical support, service system operations and overseas service operations at Xiaomi (3.5 years, smart hardware) and Orion Star (service robots). I'm now a Service Product Manager for robotics service products at Beijing Jingdong Service Technology Co., Ltd. (JD.com).

My work has grown from solving concrete technical issues to building service systems, designing service products and commercializing services. My strength is connecting R&D, service operations, international delivery, cost management, product design and commercialization.

  • 物联网工程 本科B.Eng. IoT Engineering
  • CET-6
  • toB / toC
  • 产品全生命周期服务Full lifecycle service
  • 海外 + 本土双视野Global + China

职业历程Career

  1. 2026.02 — 至今Present

    北京京东服务科技有限公司（京东集团）Beijing Jingdong Service Technology Co., Ltd. (JD.com)

    服务产品经理（机器人服务产品）Service Product Manager (Robotics Services)

    • 服务产品设计：围绕客户需求定义服务内容、服务模式、收费规则、履约流程及产品权益。
    • 服务定价：服务成本拆解、工程师工时核算、报价模型、毛利率管理与差异化价格政策。
    • B 端解决方案：面向机器人厂商、租赁企业等商业客户，整合xx、xx、xx、xxx与xx服务资源，设计服务方案。
    • C 端服务产品：参与机器人xx、xx、xx、xx、xx等服务产品建设。
    • 端到端履约：从下单、物流取送、服务履约、质量验收到费用结算，设计完整业务流程与责任边界。
    • Service product design: service content, model, pricing rules, fulfillment flow and entitlements.
    • Pricing: cost breakdown, engineer labor-hour costing, quote models, gross-margin management.
    • B2B solutions: for robot makers, rental companies and other business clients, integrating xx, xx, xx, xxx and xx service resources to design service solutions.
    • B2C services: building robot service products such as xx, xx, xx, xx and xx.
    • End-to-end fulfillment: from order, pickup & delivery and service to QA and settlement.
  2. 2023.05 — 2026.01

    猎户星空（猎豹移动）OrionStar (Cheetah Mobile)

    海外服务运营Overseas Service Operations

    • 负责全系出海机器人（工厂 / 物流 / 接待类）的海外售后体系从 0 到 1 搭建与运营：保修边界、物流责任、标准化服务商合同条款。
    • 商业化探索：定义延保服务产品的价格体系与服务口径，为销售输出有竞争力的服务方案，助力海外订单达成。
    • ECN 与 BOM 管理：建立 ECN 对售后影响评估机制，确保生产与售后 BOM 同步；定义售后物料清单及价格体系。
    • 跨境供应链与合规：按不同国家政策规划发运路径与清关方式，管控运费、税费及保内 / 保外费用承担；建立海外前置仓，提升重点市场备件交付时效。
    • 流程标准化：输出维修、物料全链路 SOP 与知识库，统一对外口径。
    • Built and ran the overseas after-sales system (0→1) for the full export robot lineup (factory / logistics / reception): warranty scope, logistics liability, standard service-provider contract terms.
    • Commercialization: defined pricing and service scope for extended-warranty products to support overseas sales.
    • ECN & BOM: ECN after-sales impact assessment; kept production and service BOMs in sync.
    • Cross-border supply chain: shipping routes and customs per country; cost allocation; overseas forward warehouses for spare parts.
    • Standardization: end-to-end repair and parts SOPs and knowledge base.
  3. 2021.09 — 2022.12

    小米 · 中国区服务部Xiaomi · China Service Dept.

    服务体系运营Service System Operations

    • 负责小米生态链智能硬件（250+ 款 SKU）售后服务体系全生命周期运营，主导 250 余款新品的售后体系设计：服务模式（寄修 / 上门）、定价策略与渠道政策。
    • 针对窗帘机、户外电源等强安装 / 强交付品类，搭建专属上门服务与安装流程。
    • 建立时效 / 完单量 / 客诉率多维度服务监控模型，月均分析处理异常单据 100 余例。
    • 主导 200 余款产品的退市（EOL / EOS）管理，测算备件预留量，在降低呆滞库存风险的同时保障法定服务期履约。
    • Ran full-lifecycle after-sales operations for Xiaomi ecosystem hardware (250+ SKUs); designed service models (mail-in / on-site), pricing and channel policies for 250+ new products.
    • Built dedicated on-site installation flows for install-heavy categories such as curtain motors and outdoor power stations.
    • Service monitoring on TAT, completed orders and complaint rate; ~100+ exception cases analyzed per month.
    • Led end-of-life management for 200+ products, including spare-parts reserve planning.
  4. 2019.07 — 2021.09

    小米 · 中国区服务部Xiaomi · China Service Dept.

    服务部技术支持（含实习）Service Technical Support (incl. internship)

    • 作为 IPD 流程的服务端代表，深度参与 NPI 导入与 DFS（面向服务设计）评审，提前识别并规避维修难点。
    • 搭建技术资料体系：售后 BOM、故障代码库、外观检测标准及维修 FAQ。
    • 建立上市后质量监控机制（EWP），基于售后数据预警品质异常，推动研发 ECN 改进，形成“售后—研发”质量闭环。
    • 主导移动电源检测自动化：引入 MES 系统，独立设计 / 导入 4 款专用自动化检测治具。
    • Service representative in IPD: NPI and Design-for-Service (DFS) reviews.
    • Built technical documentation: service BOM, fault-code library, inspection standards, repair FAQ.
    • Post-launch quality monitoring (EWP) driving R&D ECNs from after-sales data.
    • Automated power-bank inspection: introduced MES and designed 4 custom test fixtures.
  5. 2016 — 2020

    北京邮电大学世纪学院BUPT Century College

    本科 · 物联网工程 · CET-6B.Eng. · IoT Engineering · CET-6

核心能力Core Capabilities

01

技术分析与质量管理Technical Analysis & Quality

NPI / DFS 评审、故障分析、ECN 质量闭环，用技术手段降低维修成本。

NPI/DFS reviews, failure analysis, ECN quality loops.

02

服务体系搭建Service System Building

服务模式、维修标准、服务价格与渠道政策，建立标准化、规模化服务机制。

Service models, repair standards, pricing and channel policy at scale.

03

产品全生命周期管理Product Lifecycle

统筹新品上市、在售保障与退市服务，覆盖数百款产品。

From launch readiness to end-of-life, across hundreds of products.

04

海外业务与跨境交付Global & Cross-border Delivery

海外经销商 / 服务商管理、跨境物流与清关、海外前置仓与备件。

Dealers and providers, logistics and customs, forward warehouses.

05

机器人行业经验Robotics Industry

工厂、物流、接待等服务机器人的售后与服务产品实践。

After-sales and service products for factory, logistics and reception robots.

06

服务商业化Service Commercialization

延保、保外维修、备件等有偿服务的价格体系与规则设计。

Pricing and rules for extended warranty, paid repair and spare parts.

07

B 端综合解决方案B2B Integrated Solutions

整合仓储、物流、检测、维修、翻新与上门资源，满足复杂客户需求。

Combining warehousing, logistics, repair, refurbishment and on-site service.

08

服务产品管理Service Product Management

从需求、产品定义、成本测算、定价到上线运营的完整过程。

From demand and definition through costing, pricing and launch.

代表成果Selected Results

−70%无故障退货（NTF）比例No-fault-found returns
−50%人工检测成本Manual inspection cost

移动电源自动化检测革新Power-bank inspection automation

小米｜针对移动电源 NTF 高企及骗保频发，拉通产线引入 MES 系统管控，独立设计 / 导入 4 款专用自动化检测治具替代人工检测，实现售后检测全流程系统化，以技术壁垒遏制骗保。

Xiaomi | Introduced MES and 4 self-designed automated test fixtures to replace manual inspection, systematizing the whole inspection flow and curbing warranty fraud.

4 个月months完成全量故障机修复to repair all affected units

日本市场批量故障专项治理Japan batch-failure response

猎户星空｜针对日本市场某机型电源板批量失效，拉通研发输出“临时修复 + 永久替换”双轨方案，构建“总部专家 + 外包团队”混合交付体系并赴日驻场支援；同时建立“现场—研发”反馈机制，推动产品迭代。

Orion Star | For a batch power-board failure in Japan: dual-track "temporary fix + permanent replacement" plan with R&D, a hybrid HQ-expert + outsourced delivery team, and on-site support in Japan; field findings fed back into R&D.

250+款新品售后体系new products' service systems
200+款产品退市管理products' end-of-life

大规模产品矩阵服务体系Service systems at scale

小米｜为 250 余款新品设计售后体系并确保与上市节奏匹配；主导 200 余款产品退市管理，平衡呆滞库存风险与法定服务期履约。

Xiaomi | Designed after-sales systems for 250+ launches and led end-of-life for 200+ products.

保外OOW服务体验与合规优化experience & compliance

保外维修政策重构Out-of-warranty policy redesign

小米｜重构费用展示结构、优化“以换代修”保外逻辑并推动政策前端透明化，在不增加整体运营成本的前提下显著降低法律合规风险、提升保外用户满意度。

Xiaomi | Restructured fee presentation and "replace-instead-of-repair" logic, lowering compliance risk and improving satisfaction without raising overall cost.